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• 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

• Definitions to Get Started

  • social media influence
  • customer experience (CX)
  • relationship marketing
  • call center

  • brand ambassador
  • customer lifecycle
  • customer acquisition cost
  • marketing-qualified lead (MQL)

  View All Definitions

• 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

• brand ambassador

  A brand ambassador is an advocate of a particular company's products and services. In marketing, brand ambassador may actually be a paid position and job title.Continue Reading

• Prepare for California Consumer Privacy Act with these 5 questions

  At Oracle's Modern Customer Experience conference, a privacy professional shared tips on incorporating privacy into CX systems so businesses are ready for the CCPA.Continue Reading

• customer lifecycle

  In customer relationship management (CRM), customer lifecycle is a term used to describe the progression of steps a customer goes through when considering, purchasing, using and maintaining loyalty to a product or service.Continue Reading

• customer acquisition cost

  Customer acquisition cost is the fee associated with convincing a consumer to buy your product or service, including research, marketing and advertising costs.Continue Reading

• How to use live chat for lead generation

  Live chat can successfully generate sales leads -- if done right. Here are four steps organizations can take to boost brand loyalty and close the deal.Continue Reading

• How to gather and evaluate customer sentiment

  Businesses can harvest customer sentiment from a number of places, including social media, surveys, likes, comment cards, contact centers and word of mouth.Continue Reading

• marketing-qualified lead (MQL)

  A marketing-qualified lead (MQL) is a website visitor whose engagement levels indicate that he is likely to become a customer. Continue Reading

• real-time analytics

  Real-time analytics is the use of, or the capacity to use, data and related resources as soon as the data enters the system.Continue Reading

• Salesforce learning resources include free and paid options

  While Salesforce offers a number of free and paid customer success tools to users, nonusers can also benefit through the use of Trailhead and the Trailblazer Community.Continue Reading