Customer experience (CX) management
Customer experience management fosters inbound marketing, sales automation, service and repeat business. Read the latest technology news, information and best practices to shape your customer experience strategy.
New & Notable
5 Trends that are Changing Sales Cycles
Let’s be honest, selling today has become more complex than some leaders ever imagined. Here’s a breakdown of 5 top trends driving new challenges in sales cycles, and insights on how technology can help sales leaders react to these trends to deliver better customer experiences across the sales lifecycle.
Customer experience (CX) management News
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January 16, 2020
16
Jan'20
Google Cloud retail strategy provides search, hosting, AI for stores
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.
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January 13, 2020
13
Jan'20
Microsoft, Salesforce, Oracle launch retail customer experience tools
Retailers get new tools from leading customer experience platform vendors to better compete with online-only rivals.
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December 17, 2019
17
Dec'19
How Amazon customer experience became e-commerce standard
Amazon made personalization, one-click shopping, quick shipping and easy returns de facto standards for all B2C and now, B2B businesses. Read about how the company did it, and what's next.
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December 16, 2019
16
Dec'19
Deloitte launches Adobe Experience Platform accelerator
Deloitte-Adobe global joint strategic partnership for Adobe CDP deployments adds AI tools for Deloitte clients to measure customer experience on standard metrics.
Customer experience (CX) management Get Started
Bring yourself up to speed with our introductory content
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contact center
A contact center -- also referred to as a customer interaction center or e-contact center -- is a central point from which all customer interactions across various channels are managed. Continue Reading
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cost per engagement (CPE)
Cost per engagement (CPE) is an advertising pricing model in which digital marketing teams and advertisers only pay for ads when users interact with their campaign in some way. Continue Reading
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7 AI and IoT features create seamless ends in customer journeys
In the commerce and post-commerce phases of the customer journey, AI and IoT applications -- such as biometric payment or loyal customer engagement -- build a seamless customer experience. Continue Reading
Evaluate Customer experience (CX) management Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
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Software CDP features don't equate to CDP branding
While many tech companies have software with customer data platform attributes, some vendors, such as Salesforce and Oracle, don't put the CDP label on them. Continue Reading
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Customer engagement strategies focus on mobility, loyalty programs
The Miami Heat and JetBlue both use mobile apps and loyalty rewards programs to engage their customers -- inside their places of business and at home. Continue Reading
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How to differentiate between CX and DX platforms
CX and DX platforms have similarities in how they manage content to produce interactive experiences, but they aren't the same. The difference is their underlying business purpose. Continue Reading
Manage Customer experience (CX) management
Learn to apply best practices and optimize your operations.
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Business text messaging examples that engage customers
Business text messaging is making its way into enterprise CRM. Texting is among the most personal contacts people receive, and with proper use, can enhance customer relationships. Continue Reading
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Big retailers share their CX strategies
Effective customer experience strategies have a big impact on business success. Hear what Carnival Corp., Ritual Cosmetics and Ashley Stewart have to say about CX. Continue Reading
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4 voice of the customer methods to improve CX
To improve customer experience, organizations can use mystery shopping programs, social CRM and surveys to gather data from interactions with consumers. Continue Reading
Problem Solve Customer experience (CX) management Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
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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
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Best practices for creating chatbot scripts
The rules of good chatbot scripting are similar to those of application coding. Here are some best practices to creating a chatbot that users will approve. Continue Reading
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10 ways to improve the customer experience today
Many organizations struggle with where and how to improve CX, as the focus shifts from CRM to customer experience. Here are 10 strategies to use for a successful journey. Continue Reading