Customer experience (CX) management resources and information

Customer experience (CX) management News

October 22, 2020 22 Oct'20
CEOs discuss Twilio's Segment customer data platform buy

Twilio plans to acquire Segment's customer data platform for $3.2 billion. The CEOs for both companies discuss the deal and 'the great digital acceleration' caused by COVID-19.
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.

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How to write a marketing email: 10 tips

There are a number of components that make up a compelling marketing email, including content readers want, photos and videos, calls to action and mobile optimization. Continue Reading
Create a customer experience strategy before tech investment

Align customer expectations with your customer experience strategy before making any investments in CX technology. Bob Azman has 10 questions to ask yourself before making any moves. Continue Reading
A breakdown of inbound marketing vs. demand generation

Inbound marketing and demand generation are easy to confuse, but they are different. While inbound marketing is marketing-centric, demand generation tends to be more sales-centric. Continue Reading

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Transactional vs. relationship marketing: Key differences

Some companies thrive on building strong relationships with customers, while others want to make a sale without long-term commitment. Either way, the business needs a strategy. Continue Reading
Evolving customer data platform features set sights on CX

In pursuit of the perfect customer experience, CX pros increasingly look to CDPs to unify data and provide a deeper understanding of behavior patterns and buying habits. Continue Reading
Customer data platform tools push personalization, privacy

Evolving CDPs help companies unify the flood of consumer data collected from disparate sources, resulting in better customer insights and compliance with privacy regulations. Continue Reading

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How listening to the voice of the customer benefits businesses

Karen Mangia's book, 'Listen Up! How to Tune In to Customers and Turn Down the Noise' talks about the importance of listening to the voice of the customer in the business world. Continue Reading
Build trust in technology by reimagining customer experiences

During this uncertain time created by the pandemic, brands that win their customers' trust and add value through services will stand head and shoulders above the competition. Continue Reading
Why social media is key to collecting customer feedback

Social media offers companies a way to hear opinions about their products, as well to interact with customers to improve CX. Businesses must know how to gather and use feedback. 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