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• How does Salesforce Einstein Language NLP improve productivity?

  Salesforce NLP learns in a manner similar to that of the human brain, performing a variety of functions, such as semantic parsing, summarization and more. Continue Reading

• Customers buy more and more into voice shopping

  It's still early days for voice commerce and voice customer service channels. But companies are testing and investing in this new way to engage customers. Continue Reading

• Loyalty rewards program fuels convenience store's CX

  Since launching a loyalty rewards program last year, convenience store and gas station Yesway has driven 45.2% of loyalty members from the pump to the store. Continue Reading

• actionable intelligence

  Actionable intelligence is information that can be followed up on, with the further implication that a strategic plan should be undertaken to make positive use of the information gathered. Continue Reading

• Dreamforce 2018 conference highlights and key takeaways

  Salesforce will reveal new features, tools and platform updates at Dreamforce 2018 in San Francisco Sept. 25-28. Use this guide to stay up to date. Continue Reading

• Definitions to Get Started

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

  • real-time analytics
  • customer segmentation
  • autoresponder
  • marketing automation

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• revenue operations (RevOps)

  Revenue operations (RevOps) is the strategic integration of sales, marketing and service departments to provide a better end-to-end view to administration and management, while leaving day-to-day processes within the departments.Continue Reading

• lead scoring

  In the B2B industry, lead scoring is a methodology used by sales and marketing departments to determine the worthiness of leads, or potential customers, by attaching values to them based on their behavior relating to their interest in products or ...Continue Reading

• omnichannel

  Omnichannel -- also spelled omni-channel -- is a multichannel approach to sales that seeks to provide customers with a seamless shopping experience, whether they're shopping online from a desktop or mobile device, by telephone, or in a ...Continue Reading

• Albuquerque Amazon Alexa skill takes heat off call center

  Tens of thousands of Alexa skills -- voice-activated apps -- exist, with more to come. Learn how a city government's call center created one to help residents.Continue Reading

• partner relationship management (PRM)

  Partner relationship management (PRM) is a combination of the software, processes and strategies companies use to streamline business processes with partners who sell their products.Continue Reading

• Marketing automation platforms merge CRM and content

  Building a martech stack includes a main automation hub such as Marketo, Eloqua, HubSpot or Pardot. Then comes the hard part: picking complementary applications.Continue Reading

• emotions analytics (EA)

  Emotions analytics (EA) software collects data on how a person communicates verbally and nonverbally to understand the person's mood or attitude.Continue Reading

• Interactive Voice Response (IVR)

  Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients.Continue Reading

• Four steps to create your digital marketing plan

  Use this four-step approach to create a digital marketing plan that will help your business grow its online presence and attract new customers.Continue Reading

• customer experience management (CEM or CXM)

  Customer experience management (CEM or CXM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle.Continue Reading