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.

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

Would your customer experience strategy survive 'Shark Tank'?

Bob Azman identifies what customer experience professionals need to do to get C-suite buy-in and investment support for their customer experience initiatives. Continue Reading
The psychology of UX design: How design affects CX

In her book, '100 Things Every Designer Needs to Know About People, 2nd Edition,' Susan Weinschenk explains how UX design relies on psychology to improve customer experiences. Continue Reading
How to write a marketing email: 10 tips

There are a number of components that make up a compelling marketing email, including content readers want, photos and videos, calls to action and mobile optimization. Continue Reading

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

10 sentiment analysis tools to consider

Sentiment analysis is a vital component in customer relations and customer experience. Several versatile sentiment analysis software tools are available to fill this growing need. Continue Reading
Why customer-centric design is crucial for CX

In her book, '100 Things Every Designer Needs to Know About People,' Susan Weinschenk talks about why it is important for companies to know their audience to better design for them. Continue Reading
Transactional vs. relationship marketing: Key differences

Some companies thrive on building strong relationships with customers, while others want to make a sale without long-term commitment. Either way, the business needs a strategy. Continue Reading

Learn to apply best practices and optimize your operations.

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
How to craft an effective multichannel marketing strategy

Multichannel marketing strategies enable a company to reach target audiences on their preferred channels, as well as provide a competitive edge compared to other businesses. Continue Reading
Empathy in customer experience drives company success

Businesses that encourage employees to use empathy with customers can increase loyalty and satisfaction. Leadership must recognize the importance of empathy in the company. 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