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Customer experience (CX) management News
November 29, 2021
Black Friday e-commerce sales maintained 2020 gains. Retail traffic is up but hasn't rebounded to pre-pandemic levels. Technology, supply chain, COVID-19 variants all factors.
November 22, 2021
Cisco users buy its hardware and apps through partners, mostly. Cisco's customer experience architect discusses how the company forges customer relationships.
October 06, 2021
Qualtrics Experience ID isn't labeled as a customer data platform, but it's not far off from one, as it aggregates customer info into individual profiles.
September 09, 2021
Infosys breaks down Skava, an e-commerce startup it acquired in 2015, into e-commerce, marketing and merchandising microservices, and renames it Equinox.
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While customer service has its challenges, managers can build, run and maintain great customer service teams with good communication, up-to-date training and shared goals. Continue Reading
As customer service evolves into a multidimensional force, agent training and experience, performance analysis, virtual assistance, customer sentiment and net promoter scores rule. Continue Reading
AI and AI-enhanced tools drive efficiency and cost reduction throughout the customer service team. Continue Reading
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As the cost of acquiring new customers exceeds the cost of retaining existing customers, implementing an effective customer retention strategy should be a top priority. Continue Reading
Sales and marketing terms are like alphabet soup, and the different acronyms can get confusing. Find out the difference between three major platforms: CRM, CDP and DMP. Continue Reading
A voice of the customer tool is invaluable for creating an action plan to improve the customer experience. Continue Reading
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Advanced technologies continue to shape customer service goals to streamline digital workflows, increase positive experiences, lower agent turnover and improve contact center ROI. Continue Reading
To measure agent productivity and performance, call center directors should keep track of these seven key metrics to see where agents need to improve and where they thrive. Continue Reading
With multiple methodologies for gathering customer feedback, it is more important than ever to analyze and create action plans based on voice of the customer analytics. Continue Reading
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The most important skill for a customer service agent to learn is empathy. That, plus a well-crafted customer service plan, can solve nearly any problem that arises. Continue Reading
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
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