Customer experience CX management
- March 31, 2020
This year's Adobe Summit, held online, marked the debut of the Adobe Analytics Digital Economy Index, a massively scaled gauge of online purchasing trends. That, and AI tools.
- March 11, 2020
ServiceNow Orlando update and new partnerships builds on strategy of reaching into new verticals such as telecommunications and banking.
- February 17, 2020
Since 2017, more CXOs and CCOs have shown up in Gartner's customer experience management survey. They don't always report to the CMO, but marketing's ownership of CX is growing.
- January 31, 2020
Target rebuilt its technology stack from the inside under CIO Michael McNamara's watch, and plans to further refine its digital e-commerce experience.
- January 24, 2020
Biometric data is the last frontier of the shopping experience, as eye-tracking and facial recognition technologies slowly weave their way into the retail tech stack.
- January 16, 2020
With new Google Cloud Platform tools for retailers, the search giant takes on Microsoft and AWS with its own flavor of AI and promises of better uptime.
- January 13, 2020
Retailers get new tools from leading customer experience platform vendors to better compete with online-only rivals.
- December 16, 2019
Deloitte-Adobe global joint strategic partnership for Adobe CDP deployments adds AI tools for Deloitte clients to measure customer experience on standard metrics.
- December 05, 2019
In the first 20 years of Salesforce's history, acquisitions and products drove rapid growth. In the next 20, AppExchange partners will play a crucial role in the company's growth.
- November 21, 2019
Dreamforce 2019, Nov. 19 to 22 in San Francisco, promises a variety of announcements and events. Follow this guide for all the happenings during the conference.
- November 21, 2019
In aggregate, the new Customer 360 features Salesforce added to its sales, marketing, e-commerce and service platform resemble a customer data platform. Customers, analysts and partners weigh in.
- November 19, 2019
Salesforce unveils a voice assistant and call center tools to enable real-time natural language processing for agents to connect customer data and supervisor help on a single screen.
- November 14, 2019
Adobe adds features for non-IT marketing users to more easily deploy the Adobe Experience Platform CDP. Photoshop-like layering tools for data sets, previewed earlier this year, go live.
- October 23, 2019
Rent the Runway CEO Jennifer Hyman shares the company's CX strategy, describes its customer data collection and use, and addresses recent IT upgrade challenges.
- October 23, 2019
Ex-Salesforce Marketing Cloud CEO Bob Stutz, known for jump-starting stagnating CRM and CX software at Siebel, Microsoft and SAP, returns to SAP to bolster C/4HANA CX cloud.
- October 14, 2019
Adobe positions itself for the midmarket in the year following the acquisitions of marketing automation platform Marketo and e-commerce platform Magento.
- September 18, 2019
As digital advertising and marketing leaders dig in on the importance of the CDP, others aren't so sure they need yet another tool to support and secure customer data.
- September 17, 2019
As Oracle CX Unity arrives, analysts debate whether it will be an upsell to current Oracle customers, or a challenger to Adobe, Salesforce and SAP CX platforms.
- September 12, 2019
Oracle goes after Adobe and other CX platform vendors with new CDP-oriented sales, marketing, e-commerce and service hub, and adds a video platform to CX Unity.
- September 11, 2019
With a graph database to track touchpoints from different devices -- and a Photoshop-esque interface -- Adobe Customer Journey Analytics avails data science tools to marketers.
- August 06, 2019
Twilio extends its customer communications platform to support MMS, SMS and WhatsApp chat, as well as to support ad campaigns for Facebook, Instagram and YouTube.
- June 19, 2019
Big-box retailer Target's checkout outage showed how e-commerce systems can fill in when POS systems fail. They're not quite ready to supplant POS -- but they're getting there.
- June 04, 2019
Pegasystems' new empathy AI tool aims to help users make more ethical business decisions by gauging the empathy level of human and digital customer service agents.
- June 03, 2019
Pegasystems users can now offer their customers support through text messaging and will be able to develop apps more easily with a new low-code platform.
- May 14, 2019
Making contact center agents more present across all channels is a new focus, as tech vendors rush to give customer service operations more tools to improve customer experiences.
- May 07, 2019
As data increasingly becomes key to an effective CX implementation, Oracle's CX strategy points to what technology it's focusing on to win over corporate customers.
- April 05, 2019
LogMeIn Bold360 features new tools that will improve customer experience by streamlining communication, allowing agents to solve problems quickly, and managing bot involvement.
- March 29, 2019
It wasn't a marketing scam announced last year: An alliance takes clearer shape, as Adobe, Microsoft and SAP cooperate on a common data model for ERP, CRM and marketing automation.
- March 29, 2019
New integrations and updates for Eloqua, Oracle's B2B marketing tool, emphasize the importance of actionable data in delivering a positive customer experience.
- March 27, 2019
Our customer experience technology trends survey of 250 North American tech buyers and influencers reveals that the CRM to CX migration is well underway.
- April 21, 2017
After tiring from limited and ineffective Excel reports, app company Shazam turned to Salesforce Wave Analytics to quickly extract insights and create actionable reports from data.
- January 14, 2014
ICMI's Sarah Stealey Reed offers her insights about CRM trends in 2014, including emerging channels and the importance of getting the right data.
- August 20, 2013
Consultant Dayna Steele explains how effective CRM and being a rock star have a lot in common.
- October 31, 2012
A majority of human resource departments fall behind in customer experience efforts by not engaging employees, a study found.
- May 02, 2012
IBM is strengthening its CRM footing with the acquisition of Tealeaf Technology.
- March 29, 2012
With many companies turning to loyalty programs to lure new customers and retain existing ones, experts note that the best programs are built on a solid customer service foundation.
- March 29, 2012
Social CRM is still about business strategy and customer satisfaction, but the social part brings a whole new element to traditional CRM.
- March 22, 2012
Highly personalized relationships with customers were recommended by Gartner at the research group’s annual Customer 360 Summit.
- March 20, 2012
Customers now own the business relationship, so companies need a coordinated approach to hear them, according to Gartner analysts at the research group’s annual conference.
- January 05, 2012
CEM initiatives suffer when employees can’t provide their perspectives on customer concerns.
- January 03, 2012
Customer experience management (CEM) crosses multiple departments and IT systems. How should organizations tackle the enormous task of mapping out a CEM transformation?
- June 29, 2011
Find out how Hyundai boosted its approach to customer experience management. Read best practices for creating customer experience management strategies and learn how to improve customer service.
- March 31, 2009
Get tips for optimizing the online customer experience through technology in this podcast with expert Martha Rogers. Learn how to deploy online self-service technology effectively.
- May 17, 2007
IBM's creation of a sales center within Second Life has real impact for forward-thinking companies that want to take customer service virtual.
- April 26, 2007
Call centers are seeking to improve the customer experience by identifying and measuring customer emotions. Call center agent training and carefully crafted customer surveys can improve the emotional connection with customers, but the business is ...