Customer experience best practices
- July 02, 2020
As of now, Nuance voice age-detection features are for security teams that want to prevent fraud and to route service calls. Analyst sees potential for marketing personalization.
- April 22, 2020
During the COVID-19 pandemic, businesses should understand customer needs and prepare their customer service employees for remote work as a part of their adjusted CX strategies.
- 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.
- June 27, 2019
CX automation can build speed and process efficiency. But, a Verizon consumer survey reveals, brands that continue staffing call centers with humans build better relationships.
- 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.
- January 18, 2019
Telecom giant Verizon is boosting its software business with an AI-based CX system for contact centers, with tools for virtual and live agents, authoring and social engagement.
- November 16, 2018
Zoho's new CRM release may help bring departments together, but it's unclear if the flood of AI tools and more data sharing will differentiate the vendor in the robust CRM market.
- November 13, 2018
By acquiring Qualtrics, SAP is expanding beyond ERP and entering the CX space, challenging market leaders Salesforce, Oracle and Adobe. It also is expanding its HR tech suite.
- September 18, 2018
More than 150,000 attendees are expected at Dreamforce in San Francisco, where Salesforce will show how recent acquisitions fit into its product platform.
- March 28, 2018
Products are no longer the focus, according to Adobe. The customer experience is where it's at -- and Coca-Cola agrees, as the company executes its digital transformation process.
- March 15, 2018
To improve its e-commerce offerings, the CRM company bought B2B commerce product CloudCraze for an undisclosed amount. The purchase will add B2B functionality.
- February 05, 2018
Quip receives back-end capabilities with open source database after Salesforce purchase of Attic Labs.
- June 07, 2016
From Maryville University to Xtreme Lashes, organizations are trying to get beyond data islands to better serve customers.
- May 26, 2016
Service Cloud Lightning Snap-ins and two-way video are recent enhancements designed to give customers a better experience and agents a more complete view of customers.
- December 17, 2015
While technologies like the Internet of Things are beginning to make their mark, they are still in the 'formative stages,' says an expert.
- September 21, 2015
Membership-based airline Surf Air wanted to better tailor its upselling and marketing to its customers, so it turned to Salesforce.
- July 01, 2015
While malls are dying, lifestyle centers could signal the next chapter for retail -- aided by mobile technologies.
- March 19, 2015
To clean up Philadelphia, Rosetta Lue uses technology to be responsive to citizens -- and customer experience principles to treat residents like VIPs.
- March 02, 2015
Philly 311, a new mobile customer service app for the city of Philadelphia, helps citizens report neighborhood incidents and engage more deeply with city government.
- October 15, 2014
Global enterprises say that while large Salesforce implementations are challenging, there are best practices to observe along the way.
- December 24, 2013
Target's security breach damaged more than wallets; poor retail experience hurts relationships with customers.