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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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.

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Customer experience (CX) management News

March 11, 2020 11 Mar'20
ServiceNow Orlando update adds tools for human and virtual agents

ServiceNow Orlando update and new partnerships builds on strategy of reaching into new verticals such as telecommunications and banking.
March 09, 2020 09 Mar'20
Salesforce adds new features to Trailhead Live and Go mobile app

Trailhead Live now features a live chat option and is available on Trailhead Go. While the mobile app fills a need, users still gravitate toward the desktop version.
March 04, 2020 04 Mar'20
Zendesk Sunshine CRM, social media upgrades released

Zendesk upgraded Sunshine CRM and Support platforms to manage digital customer conversations, and added e-commerce tools that enable agents to work through order and payment issues.
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.

Customer experience (CX) management Get Started

Bring yourself up to speed with our introductory content

Direct-to-Consumer (D2C or DTC)

D2C (Direct-to-consumer, or Direct2Consumer) is a type of business-to-consumer (B2C) retail sales strategy where a business will build, market, sell and ship a product directly to the customer. Continue Reading
Mystery shopping software key to customer experience management

Businesses use mystery shopping platforms, comment cards, brand reputation management and more to identify customer pain points and improve customer experience. Continue Reading
Personalized digital experiences for customers begin at home

Learn how implementing a rewarding digital experience for savvy customers starts with digitally transforming corporate culture and nurturing a customer-facing staff. Continue Reading

Evaluate Customer experience (CX) management Vendors & Products

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

Top 3 ways to increase engagement in e-commerce

Engagement is a key component of relationships between customers and businesses, and it is essential for fostering an exceptional customer experience. Continue Reading
What are 4 ways to improve content experience?

Thoughtful presentation of content enables businesses to engage customers. Methods of improving content experience include social media and tailored content. Continue Reading
Collaboration tools in the workplace boost customer experiences

Collaboration tools improve personal digital experiences internally for contact center agents, marketers and sales pros and externally for customers in an e-commerce environment. Continue Reading

Manage Customer experience (CX) management

Learn to apply best practices and optimize your operations.

5 tips for deploying surveys and collecting 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
Here's why a customer feedback program is essential to a business

With C-suite executives investing in a customer feedback program, they will be able to implement strategies to capitalize on positive ratings and resolve negative comments. Continue Reading
Contact center workforce management keeps pace with consumers

Workforce management software improves customer interactions with contact center agents and helps transform customer service from a cost center into a profit center. 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.

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
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
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