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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Download Now: Learn CX Strategies from Leading Brands
Here’s a recent report from Worldwide Business Research (WBR) that explores how Netflix’s commitment to personalization is impacting customer expectations, Nike is turning data into unrivaled customer experiences, Wendy’s is driving customer experience through digital, and more.
Customer experience (CX) management News
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February 17, 2020
17
Feb'20
Chief experience officers, chief customer officers on rise
Since 2017, more CXOs and CCOs have shown up in Gartner's customer experience management survey. They don't always report to the CMO, but marketing's ownership of CX is growing.
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February 13, 2020
13
Feb'20
Google's Meena AI chatbot to eventually find its way into CX
Experts say Google's Meena chatbot is a leap forward in conversational AI. But using it for websites and customer service will require all-new deployments and training methods.
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February 07, 2020
07
Feb'20
New Antavo interactive kiosks push retail loyalty programs
The kiosk features a prize wheel, treasure hunts and themed quizzes to engage and interact with shoppers while promoting in-store loyalty programs.
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February 06, 2020
06
Feb'20
Salesforce layoffs hit Customer Success at end of fiscal year
Salesforce, a pioneer in customer success, has laid off what is rumored to be more than 1,000 Customer Success employees.
Customer experience (CX) management Get Started
Bring yourself up to speed with our introductory content
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contact center
A contact center -- also referred to as a customer interaction center or e-contact center -- is a central point from which all customer interactions across various channels are managed. Continue Reading
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cost per engagement (CPE)
Cost per engagement (CPE) is an advertising pricing model in which digital marketing teams and advertisers only pay for ads when users interact with their campaign in some way. Continue Reading
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7 AI and IoT features create seamless ends in customer journeys
In the commerce and post-commerce phases of the customer journey, AI and IoT applications -- such as biometric payment or loyal customer engagement -- build a seamless customer experience. 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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IoT and the customer experience: What to expect in 2020
Consumers are finding themselves increasingly surrounded by technology that talks to each other. See how retail is incorporating IoT and affecting customer experience. Continue Reading
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Software CDP features don't equate to CDP branding
While many tech companies have software with customer data platform attributes, some vendors, such as Salesforce and Oracle, don't put the CDP label on them. Continue Reading
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Customer engagement strategies focus on mobility, loyalty programs
The Miami Heat and JetBlue both use mobile apps and loyalty rewards programs to engage their customers -- inside their places of business and at home. Continue Reading
Manage Customer experience (CX) management
Learn to apply best practices and optimize your operations.
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CXO role requires tenacity, cross-departmental influence
The CXO role is fairly new to businesses, focusing on customer experience strategies across the entire enterprise. In this Q&A, an executive discusses what makes a CXO successful. Continue Reading
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Business text messaging examples that engage customers
Business text messaging is making its way into enterprise CRM. Texting is among the most personal contacts people receive, and with proper use, can enhance customer relationships. Continue Reading
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Big retailers share their CX strategies
Effective customer experience strategies have a big impact on business success. Hear what Carnival Corp., Ritual Cosmetics and Ashley Stewart have to say about CX. 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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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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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