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• Customer insight at center of positive customer experience

  Creating a unified multichannel customer experience is a top priority, according to a recent survey. But real-time decision making from multiple sources can still be a challenge. Continue Reading

• Is online video chat the path to a personalized customer experience?

  Video chat can help create a personalized customer experience in a real and visual way. So why isn't it gathering more traction? Continue Reading

• Salesforce marketing automation makes one-to-one marketing a reality

  Salesforce marketing automation is helping companies make communications less brute force, more personalized. But there are still kinks in the chain. Continue Reading

• Why does AWS as a cloud infrastructure provider matter for Salesforce?

  After experiencing a data outage in May, Salesforce turned to Amazon Web Services. It was a huge move, but probably a necessary one, expert Brent Leary explains. Continue Reading

• CRM gets smart with artificial intelligence technologies

  Moving away from legacy CRM to cloud-based systems that can integrate big data and machine learning should be a top priority for businesses, say CRM professionals. Continue Reading

• Predictive marketing analytics generates quality leads, seals deals

  In today's highly competitive global marketplace, most companies have come to realize that a targeted marketing campaign can separate them from the competition. Marketing analytics is an effective vehicle on the road to building brand awareness. ...Continue Reading

• What are the implications of the Salesforce acquisition of Demandware?

  Buying Demandware has helped Salesforce round out its portfolio in order to offer end-to-end technology for the customer journey, expert Brent Leary explains.Continue Reading

• Customer experience innovation isn't as hard as it sounds

  Customer experience innovation tries to evolve quickly enough to meet the continuously changing needs of the consumer. So how can back-end systems help improve the customer experience?Continue Reading

• Mobile LBS poses challenge for companies, consumers alike

  Mobile location-based services have the potential to give companies serious consumer insight, but ethical issues abound.Continue Reading

• Mobile location-based services teeter on ethical line

  Mobile location-based services can yield information about customers, but companies need to travel a careful line with the information they gather.Continue Reading

• Digital marketing software market features dizzying array of M&A

  With a flurry of mergers and acquisitions in the digital marketing space of late, the question is whether the marketing acquisitions will truly augment existing platforms.Continue Reading

• In customer personalization, explicit data matters

  By utilizing explicit data, companies can increase brand engagement and enhance the customer journey through customer personalization.Continue Reading

• Creative multichannel strategies improve customer experience

  Social media, live chats, customer communities, email messages, and mobile apps are some of the many communication channels bursting with customer data. Collecting this data can mean you're "halfway there," but many companies are "livin' on a prayer...Continue Reading

• Boost contact center service without adding agents

  Contact center service is critical to customer experience, so companies need to ensure their call center agents have the right tools and techniques for the job. Here's how.Continue Reading

• Understanding Salesforce App Cloud licensing

  Salesforce App Cloud opens important doors to building new functionality into Salesforce. But it's important to read the fine print on licensing options.Continue Reading