Customer experience (CX) management resources and information

Customer experience (CX) management News

June 17, 2021 17 Jun'21
Salesforce adds more HR, employee tools to Work.com

Salesforce to release more employee experience tools on Work.com to support the onboarding and well-being of workers who remain remote after the pandemic passes.
May 28, 2021 28 May'21
Post-pandemic digital customer experience: What will change?

Overstock.com, FTD and Giant Eagle all revamped their CX tech stacks during the pandemic to meet the demand for online service, and upgrades continue.
May 12, 2021 12 May'21
Salesforce low-code features in beta; GA slated for winter

Salesforce gives users a taste of Dynamic Interactions low-code features to come with a beta release of features planned for its next major platform update.
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.

Bring yourself up to speed with our introductory content

Top CX certifications for customer experience professionals

A number of organizations offer customer experience certifications, including CXPA, Medallia, Forrester and the Customer Service Institute of America. Continue Reading
7 must-have skills for customer experience professionals

Empathy, communication and adaptability are just some of the skills that all customer experience professionals should have in their toolbox. Continue Reading
7 benefits of a personalized marketing content strategy

Customers want companies to treat them as individuals, and personalized marketing can help accomplish that. Personalization can also improve customer retention and brand affinity. Continue Reading

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

Top customer experience conferences to attend in 2021

Technology and customer preferences are ever-changing. A good way to stay on top of these advancements and changes is to attend industry conferences. Continue Reading
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

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