Customer experience (CX) management resources and information

Customer experience (CX) management News

June 22, 2021 22 Jun'21
Retail tech propels stores past the pandemic

At NRF Converge, speakers discuss technologies to propel recovery from the recession of 2020, and how social media becomes a minefield for companies that don't have a strategy.
June 17, 2021 17 Jun'21
Salesforce adds more HR, employee tools to Work.com

Salesforce to release more employee experience tools on Work.com to support the onboarding and well-being of workers who remain remote after the pandemic passes.
May 28, 2021 28 May'21
Post-pandemic digital customer experience: What will change?

Overstock.com, FTD and Giant Eagle all revamped their CX tech stacks during the pandemic to meet the demand for online service, and upgrades continue.
May 12, 2021 12 May'21
Salesforce low-code features in beta; GA slated for winter

Salesforce gives users a taste of Dynamic Interactions low-code features to come with a beta release of features planned for its next major platform update.

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Best practices for call center agent training programs

Call center directors should include feedback in agent training programs, understand the center's key goals and objectives and meet agents' learning styles. Continue Reading
What to ask in a voice of the customer questionnaire

An effective voice of the customer questionnaire guides an organization to understand its customers better and improve its products or services. Continue Reading
Getting started with a revenue operations strategy

A revenue operations strategy requires coordination and communication among sales, marketing and customer service teams to fuel RevOps. Continue Reading

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

Top customer experience conferences to attend in 2021

Technology and customer preferences are ever-changing. A good way to stay on top of these advancements and changes is to attend industry conferences. Continue Reading
7 benefits of a personalized marketing content strategy

Customers want companies to treat them as individuals, and personalized marketing can help accomplish that. Personalization can also improve customer retention and brand affinity. Continue Reading
Sentiment analysis: Why it's necessary and how it improves CX

Sentiment analysis tools are essential to detect and understand customer feelings. Companies that use these tools to understand how customers feel can use it to improve CX. Continue Reading

Learn to apply best practices and optimize your operations.

Why businesses need voice of the customer analytics

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
The future of personalization in marketing

One-size-fits-all messaging doesn't cut it anymore when it comes to CX. Companies need to personalize their experiences to keep up with the competition. Continue Reading
3 ways to attract customers to your online store

Competition among e-commerce companies is high, so marketers must get creative to attract customers. Here are some ways that marketers can generate interest. 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