Customer experience (CX) management resources and information

Customer experience (CX) management News

April 13, 2021 13 Apr'21
Qualtrics XM/OS ties together experience data for users

Qualtrics releases an 'operating system' to manage and analyze customer and employee feedback data, and AI tools expanded to cover sentiment data and industry-specific scenarios.
April 07, 2021 07 Apr'21
Microsoft pushes deeper into Dynamics 365 industry clouds

Microsoft's vertical industry strategy keeps pace with similar approaches from Oracle and Salesforce, which strive to woo users on the benefits of their platforms and data models.
April 01, 2021 01 Apr'21
Qualtrics adds XM tools for marketing, service, B2B sales users

Post-SAP spinoff, Qualtrics moves quickly to give B2B sales users -- along with their marketing and customer service colleagues -- new features to sharpen post-pandemic business.
March 24, 2021 24 Mar'21
Acquia digital experience platform adds CX-friendly tools

After two years of transition, Acquia users get a first glance at how all of its recent acquisitions and product introductions align to build digital experiences.

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6 ways to use analytics to improve customer engagement

Organizations can delve into customer data to improve interactions, identify gaps and work toward better engagement. Here's how to start out, and how to build on what you have. Continue Reading
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

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

Sentiment analysis: Why it's necessary and how it improves CX

Sentiment analysis tools are essential to detect and understand customer feelings. Companies that use these tools to understand how customers feel can use it to improve CX. Continue Reading
10 sentiment analysis tools to consider

Sentiment analysis is a vital component in customer relations and customer experience. Several versatile sentiment analysis software tools are available to fill this growing need. 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

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

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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