Customer experience best practices

Customer experience best practices combine thoughtful processes married to best-fit technologies that analyze customer interactions, collect customer feedback, measure customer satisfaction and divine actionable insights through customer analytics. Read how cutting-edge organizations meet challenges and create successes.

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July 23, 2020 23 Jul'20
Tech virtual conferences plagued by problems, boredom

Tech vendors staging virtual events during the pandemic have stumbled in trying to reproduce the in-person conference experience. Some have succeeded.
July 02, 2020 02 Jul'20
Voice biometrics for CX detects customer age, fraud

As of now, Nuance voice age-detection features are for security teams that want to prevent fraud and to route service calls. Analyst sees potential for marketing personalization.
April 22, 2020 22 Apr'20
Coronavirus CX strategy should be flexible, feedback-driven

During the COVID-19 pandemic, businesses should understand customer needs and prepare their customer service employees for remote work as a part of their adjusted CX strategies.
March 31, 2020 31 Mar'20
Adobe AI tools coming to Experience Cloud

This year's Adobe Summit, held online, marked the debut of the Adobe Analytics Digital Economy Index, a massively scaled gauge of online purchasing trends. That, and AI tools.

Bring yourself up to speed with our introductory content

How to build a world-class customer experience system, part 2

Building off the previously discussed foundation, Megan Burns explains what's needed to complete an XM system: diagnostic guidelines, micro-design process and rollout infrastructure. Continue Reading
Revenue operations vs. sales operations: What's the difference?

While revenue operations focus on revenue growth and integration of sales, marketing and service departments, sales operations keeps its focus on sales department efficiency. Continue Reading
How to create a great customer experience strategy in 6 steps

In today's business landscape, a powerful CX strategy is key to gaining customer loyalty and a competitive advantage. Here's how to deliver a great customer experience, plus a template. Continue Reading

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

CDP vs. marketing automation: What's the difference?

CDPs and marketing automation software collect customer data, automate processes and increase efficiency, but they also have features that set them apart from each other. Continue Reading
6 customer retention best practices for businesses to heed

Customer retention is essential to an organization's success, so it's important to keep customers educated, engaged and feeling as though they're part of the business family. Continue Reading
Sales funnel vs. flywheel: How sales and marketing has evolved

The sales funnel is evolving into a more customer-centric approach named the flywheel. These processes approach sales and marketing differently, but both are useful. Continue Reading

Learn to apply best practices and optimize your operations.

5 digital customer experience trends for businesses to consider

Improving digital CX is important in a market cluttered with choices for the customer. Here are some trending strategies to help businesses enhance their offerings. Continue Reading
How to create surveys that collect effective 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
How can companies handle CX opportunities during COVID-19?

The COVID-19 impact on in-person shopping experiences has changed customer service expectations; now companies must find ways to compete in e-commerce against Amazon and others. Continue Reading

We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.

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
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
CEM vs. CRM: Which platform is best for your business?

Businesses must be familiar with CEM and CRM if they want to improve customer experience. While these acronyms sound similar, they are different. Continue Reading