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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Customer experience (CX) management News
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September 18, 2019
18
Sep'19
Oracle CDP moves beyond marketing data
As digital advertising and marketing leaders dig in on the importance of the CDP, others aren't so sure they need yet another tool to support and secure customer data.
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September 17, 2019
17
Sep'19
Oracle CX Unity goes live, adds voice to digital assistant
As Oracle CX Unity arrives, analysts debate whether it will be an upsell to current Oracle customers, or a challenger to Adobe, Salesforce and SAP CX platforms.
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September 12, 2019
12
Sep'19
Oracle CDP coming in CX Unity, along with video cloud
Oracle goes after Adobe and other CX platform vendors with new CDP-oriented sales, marketing, e-commerce and service hub, and adds a video platform to CX Unity.
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September 11, 2019
11
Sep'19
Adobe brings graph database to customer journey touchpoints
With a graph database to track touchpoints from different devices -- and a Photoshop-esque interface -- Adobe Customer Journey Analytics avails data science tools to marketers.
Customer experience (CX) management Get Started
Bring yourself up to speed with our introductory content
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Best practices for initiating chatbot-to-human handoff
Customers can become frustrated with chatbots, so it is important for contact centers to design AI that can recognize this and perform a timely handoff to live agents. Continue Reading
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Approach customer engagement by first asking good questions
Organizations need to align their customer strategy with their technology and know how to gather and use the right customer data when integrating all the components. Continue Reading
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Fashion a first-rate customer experience management program
Learn how to choose and implement the strategy, policies and digital tools that deliver customer satisfaction while keeping essential data and systems secure. 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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Gen Z marketing strategies can benefit from new technology
Gen Z expects companies to be on the cutting edge of CX tech. New technology can help companies keep up with these demands, without having to spend a fortune on strategy or software. Continue Reading
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How experience-based differentiation can be a CX fast track
CX is a top priority within organizations, but successful adoption can take time. A framework called experience-based differentiation can help businesses speed up the process. Continue Reading
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Field service providers drive CX, engagement, retention
Manuel Grenacher, general manager of SAP Service Cloud, offers tips for using CX best practices to improve the lives of both field service providers and the people they service. Continue Reading
Manage Customer experience (CX) management
Learn to apply best practices and optimize your operations.
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A strong CX technology spending plan can bring big returns
The telephone won't cut it anymore. Customers expect digital services, and businesses need to think about spending more to update CX technology. It pays off in the long run. Continue Reading
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Protect customer data with these 5 essential steps
Engagement with customers inevitably yields a trove of sensitive data. Learn the key steps you should take to stay compliant and secure in an era of virtual business. Continue Reading
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Upselling customers adds ROI gold to contact center channels
AI, analytics and customer service technologies can predict behavior and secure brand loyalty, but generating impulse buys adds a new ROI wrinkle to the evolving contact 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.
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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