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Customer experience best practices News
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.
November 16, 2018
Zoho's new CRM release may help bring departments together, but it's unclear if the flood of AI tools and more data sharing will differentiate the vendor in the robust CRM market.
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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
Organizations find that live chat can be a means to improve customer experience -- when implemented correctly. Here are some best practices to put into action. Continue Reading
Businesses need a well-rounded view of customers to provide innovative, personalized digital experiences. In this handbook, learn the techniques and tools of the trade. Continue Reading
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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
Content marketing strategies can fail for a variety of reasons, such as refusing to learn more about your customers. Here are five ways content marketing strategies can fail. Continue Reading
Tripped up on the difference between customer service and customer success? In short, service is reactive and success is proactive, but both aim to solve problems for the customer. Continue Reading
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A strong digital CX strategy can help improve customer experience, drive revenue and reduce costs. Evaluate these five pillars to help you along your journey. Continue Reading
Determining customer wants and needs to devise personalization strategies based on that data takes advanced technologies and the old-fashioned direct approach. Continue Reading
Measuring the success of personalized engagements across multiple channels and making adjustments can help improve CX, differentiate offerings and increase sales. 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