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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June 27, 2019
27
Jun'19
Verizon CX boss: Bots slash costs, but humans build brand loyalty
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.
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June 19, 2019
19
Jun'19
Target glitch pits e-commerce vs. POS customer experience
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.
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June 13, 2019
13
Jun'19
Zendesk Duet ties sales, service platforms together
Zendesk courts enterprise customers with a chatbot SDK that extends self-service tech into internationally popular chat apps, while Duet bundles Zendesk Support and Sell platforms.
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June 13, 2019
13
Jun'19
Selligent Marketing Cloud partners with Genesys for CX growth
Selligent paired its CX suite with Genesys Customer Experience Platform to improve customer experience by providing organizations with a full view of the customer journey.
Customer experience (CX) management Get Started
Bring yourself up to speed with our introductory content
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relationship marketing
Relationship marketing is a customer relationship management strategy designed to encourage strong, lasting customer connections to a brand. The goal is to generate repeat sales, encourage word-of-mouth promotion and gather customer information. Continue Reading
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Multipronged digital customer experience strategy enriches CX
The digital experience is an everyday facet of life. Learn how businesses are using tools and technologies to engage consumers and devise and manage effective CX strategies. Continue Reading
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5 tips for creating customer journey maps from buyer personas
Comprehensive customer personas are important tools in coping with the increasing complexity of customer journey mapping. Here are some tips on how to do it best. 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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Businesses use AR/VR in CRM to boost customer experience
Businesses are using augmented reality -- and its cousin virtual reality -- in applications across many industries. Where CRM is concerned, AR/VR may represent a big leap forward. Continue Reading
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Autonomous, self-service technology can't replace human touch
Self-service and autonomous technology can be found in any number of businesses, including hospitals, restaurants and retail -- but they are not a substitute for human interaction. Continue Reading
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Uber mall kiosks act as brick-and-mortar storefronts
Uber uses digital mall kiosks as storefronts to recruit drivers, and an integrated video conferencing app enables users to interact with remote agents. Continue Reading
Manage Customer experience (CX) management
Learn to apply best practices and optimize your operations.
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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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The right leader, team crucial for digital CX strategy success
Having the right team in place can ensure digital CX success. Here are some leadership and team roles that organizations should consider when creating a plan. Continue Reading
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Benefits and best approaches to B2B customer segmentation
With the increasing focus on personalization in B2B marketing, customer segmentation is a more important strategy than ever for organizations that want to know customers better. 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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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
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LA Metro pursues integrated CRM system with Salesforce
The Los Angeles Metro system integrates the Salesforce CRM with existing payment infrastructure, helping to bridge the gap between old and new technologies. Continue Reading