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.
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Customer experience (CX) management News
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November 29, 2021
29
Nov'21
Technology drives holiday shopping for retail, e-commerce
Black Friday e-commerce sales maintained 2020 gains. Retail traffic is up but hasn't rebounded to pre-pandemic levels. Technology, supply chain, COVID-19 variants all factors.
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November 22, 2021
22
Nov'21
Cisco customer experience manager: What makes good tech CX
Cisco users buy its hardware and apps through partners, mostly. Cisco's customer experience architect discusses how the company forges customer relationships.
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October 06, 2021
06
Oct'21
Qualtrics releases Experience ID customer profile platform
Qualtrics Experience ID isn't labeled as a customer data platform, but it's not far off from one, as it aggregates customer info into individual profiles.
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September 09, 2021
09
Sep'21
Infosys releases headless commerce services bundle
Infosys breaks down Skava, an e-commerce startup it acquired in 2015, into e-commerce, marketing and merchandising microservices, and renames it Equinox.
Customer experience (CX) management Get Started
Bring yourself up to speed with our introductory content
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8 tips to build and manage a customer service team
While customer service has its challenges, managers can build, run and maintain great customer service teams with good communication, up-to-date training and shared goals. Continue Reading
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10 customer service best practices to follow
As customer service evolves into a multidimensional force, agent training and experience, performance analysis, virtual assistance, customer sentiment and net promoter scores rule. Continue Reading
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10 examples of AI in customer service
AI and AI-enhanced tools drive efficiency and cost reduction throughout the customer service team. 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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13 customer retention strategies that work
As the cost of acquiring new customers exceeds the cost of retaining existing customers, implementing an effective customer retention strategy should be a top priority. Continue Reading
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CRM vs. CDP vs. DMP: What's the difference?
Sales and marketing terms are like alphabet soup, and the different acronyms can get confusing. Find out the difference between three major platforms: CRM, CDP and DMP. Continue Reading
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10 voice of the customer tools to consider
A voice of the customer tool is invaluable for creating an action plan to improve the customer experience. Continue Reading
Manage Customer experience (CX) management
Learn to apply best practices and optimize your operations.
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The future of customer service: 12 trends to watch
Advanced technologies continue to shape customer service goals to streamline digital workflows, increase positive experiences, lower agent turnover and improve contact center ROI. Continue Reading
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Top 7 call center agent performance metrics to track
To measure agent productivity and performance, call center directors should keep track of these seven key metrics to see where agents need to improve and where they thrive. Continue Reading
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Why businesses need voice of the customer analytics
With multiple methodologies for gathering customer feedback, it is more important than ever to analyze and create action plans based on voice of the customer analytics. 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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8 customer service challenges and how to resolve them
The most important skill for a customer service agent to learn is empathy. That, plus a well-crafted customer service plan, can solve nearly any problem that arises. 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
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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