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Customer experience best practices News
December 17, 2019
Amazon made personalization, one-click shopping, quick shipping and easy returns de facto standards for all B2C and now, B2B businesses. Read about how the company did it, and what's next.
June 27, 2019
CX automation can build speed and process efficiency. But, a Verizon consumer survey reveals, brands that continue staffing call centers with humans build better relationships.
June 19, 2019
Big-box retailer Target's checkout outage showed how e-commerce systems can fill in when POS systems fail. They're not quite ready to supplant POS -- but they're getting there.
January 18, 2019
Telecom giant Verizon is boosting its software business with an AI-based CX system for contact centers, with tools for virtual and live agents, authoring and social engagement.
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A contact center -- also referred to as a customer interaction center or e-contact center -- is a central point from which all customer interactions across various channels are managed. Continue Reading
BOPUS -- or buy online, pick up in-store -- is a business model that allows consumers to shop and place orders online and then pick up their purchases in the brick-and-mortar store, often within the same day. Continue Reading
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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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
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
As consumer expectations increase the need for more satisfying omnichannel engagements, the role of the contact center takes on greater importance and complexity. Continue Reading
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Effective customer experience strategies have a big impact on business success. Hear what Carnival Corp., Ritual Cosmetics and Ashley Stewart have to say about CX. Continue Reading
Experts suggest that businesses build well-constructed budgets and create talent roadmaps to determine whether they are hiring the best people to reach their goals. Continue Reading
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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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
The Los Angeles Metro system integrates the Salesforce CRM with existing payment infrastructure, helping to bridge the gap between old and new technologies. Continue Reading
CRM pros from Wendy's, Chamberlain Group and DoorDash offer tips for integrating Salesforce AI and social media channels to create a successful digital CX strategy. Continue Reading