Customer experience (CX) management resources and information

Customer experience (CX) management News

March 02, 2021 02 Mar'21
Salesforce tackles B2B rebate management automation

Salesforce's tool for manufacturer rebates may have applications in other verticals, as it automates typically spreadsheet-driven processes.
March 02, 2021 02 Mar'21
Microsoft Dynamics 365 adds customer journey orchestration

Dynamics 365 users in marketing and sales get CX features forged from the pandemic economy that enable one-to-one digital experiences.
February 24, 2021 24 Feb'21
Digital queues avert COVID-19 vaccine registration crashes

Q&A with Cloudflare co-founder and CEO Matthew Prince on how digital waiting rooms can help public health agencies register their constituents for COVID-19 vaccinations.
February 18, 2021 18 Feb'21
Qualtrics vaccine management gains steam among states

Qualtrics lands Missouri's state vaccine registration site as the voice-of-the-customer tech vendor claims 200 county governments and public health organizations among its users.

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value chain

A value chain is a concept describing the full chain of a business's activities in the creation of a product or service -- from the initial reception of materials all the way through its delivery to market, and everything in between. Continue Reading
Would your customer experience strategy survive 'Shark Tank'?

Bob Azman identifies what customer experience professionals need to do to get C-suite buy-in and investment support for their customer experience initiatives. Continue Reading
The psychology of UX design: How design affects CX

In her book, '100 Things Every Designer Needs to Know About People, 2nd Edition,' Susan Weinschenk explains how UX design relies on psychology to improve customer experiences. Continue Reading

Weigh the pros and cons of technologies, products and projects you are considering.

Advanced upselling tactics, technologies expand bottom line

Upselling technologies that segment customers, predict buying habits, analyze emotions and target campaigns arm companies with the weapons to tap new revenue streams. Continue Reading
Why customer-centric design is crucial for CX

In her book, '100 Things Every Designer Needs to Know About People,' Susan Weinschenk talks about why it is important for companies to know their audience to better design for them. Continue Reading
10 technologies to transform customer experience in 2021

AI-powered technologies such as sentiment analysis, chatbots and real-time transcription can help customer service organizations improve the customer experience. Continue Reading

Learn to apply best practices and optimize your operations.

The future of personalization in marketing

One-size-fits-all messaging doesn't cut it anymore when it comes to CX. Companies need to personalize their experiences to keep up with the competition. Continue Reading
3 ways to attract customers to your online store

Competition among e-commerce companies is high, so marketers must get creative to attract customers. Here are some ways that marketers can generate interest. Continue Reading
10 lead scoring best practices to improve sales efficiency

Lead scoring helps sales and marketing teams identify which customers to pursue based on a points system. Lead scoring aims to develop sales-ready leads. Continue Reading

We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.

Diversity in customer experience hinges on root-cause analysis

Sandra Mathis and Stephanie C. Harris discuss diversity and inclusion, and the necessity of addressing them at an internal level before customers see change. Continue Reading
Health and wellness business reviews use of Salesforce CMS

Zenovate pivoted from offering in-person massages to prerecorded yoga videos while the COVID-19 pandemic continues to rage. Learn how the company used Salesforce's CMS to do so. Continue Reading
8 CX challenges facing organizations and how to address them

There are many barriers to effective CX initiatives, but most revolve around communication on both the consumer and enterprise sides of the equation. Continue Reading