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Manage

Learn to apply best practices and optimize your operations.

• Contact center agent experience needs massive overhaul

  Research shows several areas in which contact centers are failing their agents and what changes organizations are making to improve the experience and reduce turnover. Continue Reading

• Salesforce customers supplement CRM with AppExchange tools

  Salesforce customers are turning to the AppExchange to supplement their CRM function. Many find AppExchange tools to be more cost-effective and to integrate better with the CRM. Continue Reading

• Influencer marketing best practices to reach millennials, Gen Z

  To reach the millennial and Gen Z consumer, you need to build trust and create experiences. Follow these tips to spin up an influencer marketing campaign. Continue Reading

• Benefits of migrating customer experience apps to the cloud

  Nemertes research claims 75% of contact centers do some or all business in the cloud. As CX technology improves, businesses increasingly consider the benefits of cloud migration. Continue Reading

• A strong CX technology spending plan can bring big returns

  The telephone won't cut it anymore. Customers expect digital services, and businesses need to think about spending more to update CX technology. It pays off in the long run. Continue Reading

• Upselling customers adds ROI gold to contact center channels

  AI, analytics and customer service technologies can predict behavior and secure brand loyalty, but generating impulse buys adds a new ROI wrinkle to the evolving contact center.Continue Reading

• Learn how to build a Salesforce app in 4 steps

  Salesforce users can follow these steps to create sophisticated codeless apps that integrate the Next Best Action feature using the Lightning App Builder.Continue Reading

• 5 digital customer experience technologies for a winning strategy

  A strong digital CX strategy can help improve customer experience, drive revenue and reduce costs. Evaluate these five pillars to help you along your journey.Continue Reading

• 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

• To predict customer buying behavior, stop, look, listen, analyze

  Determining customer wants and needs to devise personalization strategies based on that data takes advanced technologies and the old-fashioned direct approach.Continue Reading

• Customer personalization relies on tools, tactics, metrics

  Measuring the success of personalized engagements across multiple channels and making adjustments can help improve CX, differentiate offerings and increase sales.Continue Reading

• 7 ways to improve your retail sales

  Retailers, especially traditional brick-and-mortar retailers, need to throw caution to the wind and follow these seven tips to spur sales and provide remarkable retail.Continue Reading

• How a punk rocker would go about simplifying CX

  When the tech stack and measurement metrics overcomplicate CX, destroy it like a punk rocker, U.K. author Adrian Swinscoe suggests in this 'Pipeline' podcast interview.Continue Reading

• Consumer behavior analytics makes the unpredictable predictable

  With AI's arsenal of machine learning, deep learning and NLP, consumer analytics can take some of the unpredictability out of predicting buying patterns and up conversion rates.Continue Reading

• The right leader, team crucial for digital CX strategy success

  Having the right team in place can ensure digital CX success. Here are some leadership and team roles that organizations should consider when creating a plan.Continue Reading