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.

Corporate E-mail Address:
You forgot to provide an Email Address.
This email address doesn’t appear to be valid.
This email address is already registered. Please login.
You have exceeded the maximum character limit.
Please provide a Corporate E-mail Address.
- I agree to TechTarget’s Terms of Use, Privacy Policy, and the transfer of my information to the United States for processing to provide me with relevant information as described in our Privacy Policy.
Please check the box if you want to proceed.
- I agree to my information being processed by TechTarget and its Partners to contact me via phone, email, or other means regarding information relevant to my professional interests. I may unsubscribe at any time.
Please check the box if you want to proceed.

October 20, 2020 20 Oct'20
Acquia Drupal, Marketing Cloud get feature boosts

Acquia users get Drupal migration tools and marketing automation features built with technology from recent acquisitions as the company expands its digital experience platform.
October 01, 2020 01 Oct'20
Pandemic speeds up digital transformation in sports

Professional sports teams and leagues are looking to the digital world as they seek other revenue streams due to the loss of fans in the seats during the COVID-19 pandemic.
September 30, 2020 30 Sep'20
Technology central to vote count in a tight election

Tech tools will be key in a close election that requires recounts. While electronic signature verification systems have advanced, many digital voting machines are flawed.
September 23, 2020 23 Sep'20
Salesforce delivers CDP, DXP and sales meeting tools

Salesforce drops a customer data platform, new virtual sales meeting tools and makes the case for its own Experience Cloud to give users an Adobe alternate.

Bring yourself up to speed with our introductory content

How to build a world-class customer experience system, part 2

Building off the previously discussed foundation, Megan Burns explains what's needed to complete an XM system: diagnostic guidelines, micro-design process and rollout infrastructure. Continue Reading
The importance of personalized experience in CX

Musa Hanhan breaks down the three stages of customer experience and explains why personalized experiences offer companies the best chance at customer retention. Continue Reading
Top virtual selling, consulting tips from IT channel firms

Even after the pandemic recedes, channel partners predict virtual selling to remain a piece of overall sales strategies. Use these tips to hone your remote sales approach. Continue Reading

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

The evolution of customer service

Today's customer service meets the consumer where and when it is convenient for them, with multiple contact channels, self-service and always-on coverage. Continue Reading
Emotions analytics helps Hotels.com connect with customers

While traveling has been halted for most of us, marketing efforts in hospitality still go on, and one way to sharpen those efforts is building an emotional connection -- with data. Continue Reading
CDP vs. marketing automation: What's the difference?

CDPs and marketing automation software collect customer data, automate processes and increase efficiency, but they also have features that set them apart from each other. Continue Reading

Learn to apply best practices and optimize your operations.

5 digital customer experience trends for businesses to consider

Improving digital CX is important in a market cluttered with choices for the customer. Here are some trending strategies to help businesses enhance their offerings. Continue Reading
AI improves customer experience, call center efficiency

Customers and employees can benefit from the use of AI in contact centers. Businesses can use AI to provide customer self-service options and help make agents more productive. Continue Reading
How to create surveys that collect effective customer feedback

Businesses need to have a plan before surveying customers. While it is important to gather feedback regarding experiences, it is also important to act on the information received. 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