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Bring yourself up to speed with our introductory content.

• The art and science of digital experience management strategies

  Businesses need a well-rounded view of customers to provide innovative, personalized digital experiences. In this handbook, learn the techniques and tools of the trade. Continue Reading

• Digital CX vs. customer experience: What's the difference?

  While similar, digital CX and customer experience are different. The former focuses on digital communication tool experiences, while the latter is the overall brand perception. Continue Reading

• Customer data management tools shape personalization, boost CX

  In this guide, learn about the many tools, including customer data platforms, that collect and analyze data from disparate sources and provide a single, 360-degree customer view. Continue Reading

• 5 Gen Z marketing trends for businesses to consider

  Those born after 1995 are driving trends online for themselves and older generations. These shared experiences are important for marketers to understand. Here are some tips. Continue Reading

• How to create a great customer experience strategy in 6 steps

  In today's business landscape, a powerful CX strategy is key to gaining customer loyalty and a competitive advantage. Here's how to deliver a great customer experience. Continue Reading

• Definitions to Get Started

  • relationship marketing
  • call center
  • brand ambassador
  • customer lifecycle

  • customer acquisition cost
  • marketing-qualified lead (MQL)
  • real-time analytics
  • customer segmentation

  View All Definitions

• Customer service vs. customer experience: What's the difference?

  Customer service is an age-old concept, but where does it fit into the customer experience? Here's how the two are different and where they intersect.Continue Reading

• call center

  A call center is a centralized department to which phone calls from current and potential customers are directed.Continue Reading

• relationship marketing

  Relationship marketing is a customer relationship management strategy designed to encourage strong, lasting customer connections to a brand. The goal is to generate repeat sales, encourage word-of-mouth promotion and gather customer information.Continue Reading

• AI converts consumer analytics into potent sales weapons

  Surveys, social media monitoring and loyalty cards are just some of the ways to collect customer data. Consumer analytics can help businesses analyze that data.Continue Reading

• The evolution of call centers to experience centers

  The call center has evolved over the years, moving from phone-based systems to multichannel contact centers. The next move is toward a customer experience center.Continue Reading

• What are the most effective uses of AI in marketing automation?

  AI is beneficial in many marketing automation processes. Organizations use the technology in chatbots, personalization, voice and visual search, frequency optimization and more.Continue Reading

• Multipronged digital customer experience strategy enriches CX

  The digital experience is an everyday facet of life. Learn how businesses are using tools and technologies to engage consumers and devise and manage effective CX strategies.Continue Reading

• 5 tips for creating customer journey maps from buyer personas

  Comprehensive customer personas are important tools in coping with the increasing complexity of customer journey mapping. Here are some tips on how to do it best.Continue Reading

• 4 steps to create a digital marketing strategy

  This four-step approach will help organizations build a digital marketing strategy designed to increase their online presence and attract new customers.Continue Reading

• 6 live chat benefits to consider in a CX strategy

  Live chat enables customers to solve problems quickly and agents to multitask, but it also can be difficult to implement well and requires synchronous communication.Continue Reading