Customer experience management
Customer experience management involves the processes an organization uses to properly manage and track customer interactions and puts customers at the forefront of business decisions and marketing and sales plans. Here, find tips and guides to improve CXM and relevant CX news.
Top Stories
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Tip
09 Aug 2024
10 tips to improve customer retention
Organizations that properly gather consumer feedback, get to know their customers and offer rewards to loyal shoppers can improve their customer retention rates. Continue Reading
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News
07 Aug 2024
Adobe rolls out B2B generative AI app for CRM, marketing
As enterprises determine where the value is in deploying and paying for generative AI in their marketing and sales operations, Adobe releases its own entrant. Continue Reading
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Definition
05 Aug 2024
What is a 360-degree customer view?
The 360-degree customer view is a comprehensive approach to understanding customers by compiling their individual data from various touchpoints into a single view. Continue Reading
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Feature
02 Aug 2024
Customer experience vs. user experience: What's the difference?
Customer and user experiences sound similar, but they serve different purposes. Together, they can improve organizations' relationships with customers. Continue Reading
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Answer
01 Aug 2024
Can you accept credit card payments on an Android phone?
Many consumers prefer contactless payments, and vendors can easily enable them with a smartphone and the right software. Learn how to set up an Android to accept customer payments. Continue Reading
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News
01 Aug 2024
SupportLogic acquires xFind for customer service experience AI
Startup SupportLogic buys xFind to add generative AI to its service analytics platform, and in the process takes on much larger competition such as Qualtrics, Medallia and Verint. Continue Reading
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Definition
01 Aug 2024
What is the bullwhip effect?
The bullwhip effect is a supply chain phenomenon describing how small fluctuations in demand at the retail level can cause progressively larger fluctuations in demand at the wholesale, distributor, manufacturer and raw material supplier levels. Continue Reading
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Feature
26 Jul 2024
10 ideas for a post-cookies marketing strategy
Tracking customers without third-party cookies may concern businesses. However, all organizations are in the same position. Marketers should consider these alternatives. Continue Reading
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Tip
24 Jul 2024
Set up Tap to Pay: How to accept payments with an iPhone
Tap to Pay makes it possible to accept customer payments from an iPhone with no additional hardware. Find out the best use cases for Tap to Pay and how to implement it. Continue Reading
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Definition
24 Jul 2024
What is first call resolution (FCR)?
First call resolution (FCR) is when contact center agents properly address a customer's needs the first time they call so there is no need for the customer to follow up with a second call. Continue Reading
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Definition
23 Jul 2024
What is the law of diminishing returns?
The law of diminishing returns is an economic principle stating that as investment in a particular area increases, the rate of profit from that investment, after a certain point, can't continue to increase if other variables remain at a constant. Continue Reading
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News
23 Jul 2024
Adtech, regulators react to Google's third-party cookie reversal
Following many delays and an alternative still in development, Google has relented to advertisers on the timing of depreciating third-party cookies. Continue Reading
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News
17 Jul 2024
OpenText broadens content AI services in quarterly release
OpenText adds generative AI tools for enterprise information management, security, business process mining and more in its 24.3 Cloud Editions update. Continue Reading
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Definition
17 Jul 2024
What is relationship marketing?
Relationship marketing is a facet of customer relationship management (CRM) that focuses on customer loyalty and long-term customer engagement rather than shorter-term goals like customer acquisition and individual sales. Continue Reading
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News
11 Jul 2024
FTC, DOJ take aim at dark patterns with Adobe lawsuit
The FTC and DOJ's lawsuit against Adobe targets dark patterns by claiming that Adobe's allegedly difficult cancellation process traps consumers in unwanted subscriptions. Continue Reading
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Definition
09 Jul 2024
contact center management
Contact center management is the process of overseeing contact center operations with the goal of providing an outstanding customer experience in an effective and efficient manner. Continue Reading
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Opinion
03 Jul 2024
Generative AI tools are here, but who's using them?
Generative AI has much promise. But the road between here and delivering on those promises looks to be a lot longer than when ChatGPT first dropped in November 2022. Continue Reading
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Feature
27 Jun 2024
How AI can improve customer loyalty
AI plays a central role in customer loyalty. Yet, organizations can have a greater ROI if they focus their AI strategies more on improving CX and less on cutting costs. Continue Reading
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Feature
27 Jun 2024
15 customer service email templates and tips
Email remains an important channel for companies to communicate with customers. Here are some email templates for customer service teams to use in common scenarios. Continue Reading
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Tip
26 Jun 2024
7 reasons why mobile apps are important for your business
Mobile apps can build loyal customer bases, provide insightful customer data and more. Businesses should understand the many ways these apps can enhance CX. Continue Reading
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Tip
25 Jun 2024
Customer retention vs. acquisition: What's the difference?
Finding new customers can be a challenge, but so is keeping them happy and loyal to the business. This makes customer acquisition and retention critical to successful marketing. Continue Reading
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Definition
24 Jun 2024
go-to-market strategy
A go-to-market strategy (GTM strategy) is an action plan that specifies how a company will bring a new product or service to market while reaching its target customers. Continue Reading
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Tip
21 Jun 2024
Is headless CMS the future of content management?
As headless CMS rises in popularity, IT leaders might wonder if it's a fad or if it will permanently affect the content management industry. Learn more in this expert tip. Continue Reading
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Definition
14 Jun 2024
digital marketing
Digital marketing is the promotion and marketing of goods and services to consumers through digital channels and electronic technologies. Continue Reading
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News
10 Jun 2024
Pegasystems' Blueprint enables automation with no code
Pegasystems uses generative AI to simplify previously difficult development tasks that unite back-office and front-office data, and launches a GenAI-led learning system. Continue Reading
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Definition
10 Jun 2024
customer retention
Customer retention is a metric that measures customer loyalty, or an organization's ability to retain customers over time. Continue Reading
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Tip
07 Jun 2024
How to manage 4 common mobile payment issues
Mobile payments provide customers with a fast and secure way to pay without cash or physical cards. Managing these systems can be a complex task for organizations, however. Continue Reading
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Definition
05 Jun 2024
sentiment analysis
Sentiment analysis, also referred to as 'opinion mining,' is an approach to natural language processing (NLP) that identifies the emotional tone behind a body of text. Continue Reading
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Feature
04 Jun 2024
7 ways AI is affecting the travel industry
AI has entrenched itself in the travel industry, assisting with planning, booking and customer service. Here's where you might see it in your travels. Continue Reading
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News
04 Jun 2024
SAP brings CX apps under one platform, debuts CX AI Toolkit
SAP releases a CX-specific AI toolkit that enables a digital 'personal shopper' and custom deployments of generative AI throughout the customer experience. Continue Reading
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News
03 Jun 2024
Build or buy fintech AI? To Mastercard, the answer is 'both'
Mastercard's operations CTO discusses the company's data principles, global contact center outlay, and its rubric for building vs. buying AI -- not just the generative kind. Continue Reading
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Tip
30 May 2024
12 benefits of customer retention
Customer retention can help organizations better understand their current customers' needs, issues and desires, so they can better support them and target more prospects. Continue Reading
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Tip
30 May 2024
How CPaaS improves CX operations and efficiency
Organizations have ramped up their use of communications platform as a service and APIs to expand communication channels between customers and contact center agents. Continue Reading
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News
23 May 2024
Salesforce Service Cloud adds Einstein generative AI tools
Salesforce Service Cloud will soon get generative AI tools that contact centers could theoretically use to turn CX from a cost center into a profit center. Continue Reading
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Definition
23 May 2024
AIDA marketing model
The AIDA marketing model is a framework that describes a buyer's journey through four key stages: Attention, Interest, Decision and Action. Continue Reading
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News
22 May 2024
Salesforce to roll out marketing, e-commerce Einstein Copilots
Salesforce drops a number of new features for commerce and marketing users. Chief among them are generative AI copilots for marketing and e-commerce. Continue Reading
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News
15 May 2024
Avaya looks ahead with acquisition, cloud CX, RingCentral deal
Rumors of Avaya's demise have been greatly exaggerated, CEO Alan Masarek assures longtime customers while making acquisitions, partnership deals and building a SaaS CX stack. Continue Reading
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Feature
15 May 2024
Self-checkout systems: What to know before implementing
Between the COVID-19 pandemic and the surge of AI, a new era of business emerged relying less on humans and more on technology -- hence, the rise of self-checkout systems. Continue Reading
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News
14 May 2024
Genesys debuts customer service GenAI, journey management
Customer journey management and a bevy of generative AI tools, including more trademark empathy detection, were added to Genesys Cloud's contact center platform. Continue Reading
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News
14 May 2024
Salesforce adds generative AI tools to Education Cloud
Customers discuss Salesforce's GenAI push into education with features that target business process automation for K-12 and college students and administrators. Continue Reading
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Feature
14 May 2024
13 customer experience conferences to attend in 2024
A good way to stay on top of customer experience advancements and trends is to attend industry conferences. Continue Reading
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Definition
10 May 2024
operational efficiency
Operational efficiency refers to an organization's ability to reduce waste of time, effort and material while still producing a high-quality service or product. Continue Reading
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Podcast
06 May 2024
Salesforce open model AI strategy aims for trust, automation
The CRM and CX giant is leaning on generative AI for sales and customer service applications and is aiming to ensure that users can trust the output of large language models. Continue Reading
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Tip
02 May 2024
How to optimize for the zero moment of truth
A zero moment of truth shapes CX, yet many organizations don't know they have control over it. Learn how to tackle the zero moment of truth expertly. Continue Reading
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Definition
01 May 2024
chatbot
A chatbot is a software or computer program that simulates human conversation or "chatter" through text or voice interactions. Continue Reading
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Feature
30 Apr 2024
Benefits and challenges of a headless CMS
Headless CMSes enable omnichannel publishing and improve front-end flexibility. Yet, these platforms can have steep learning curves and require skilled front-end developers. Continue Reading
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News
25 Apr 2024
Oracle expands generative AI across its CX applications
Oracle beefs up its Fusion Cloud Customer Experience applications with GenAI tools for users of its sales, field service, marketing and contact center. Continue Reading
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Tip
23 Apr 2024
5 benefits and examples of phygital customer experience
Modern customers expect brands to blend physical and digital channels for seamless CX -- often called phygital experiences. In turn, it helps businesses learn more about customers. Continue Reading
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Definition
23 Apr 2024
Twitter
Twitter is a free social networking site where users broadcast short posts known as tweets. Continue Reading
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News
16 Apr 2024
Zendesk users get generative AI infusion for customer service
Zendesk customers get their shot of GenAI, which comes in the form of agent tools, self-service workflow assistants and workforce management features. Continue Reading
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Tip
12 Apr 2024
How agent assist technology works in the contact center
Contact centers that invest in agent assist technology can help their agents become more productive and eliminate tedious tasks to make their jobs easier. Continue Reading
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News
08 Apr 2024
Sendbird launches in-app business messaging, dashboard
SMS and email channels are so noisy and subject to so many regulations that in-app messaging has appeal for businesses who want a direct customer communication channel. Continue Reading
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Tip
01 Apr 2024
How to find the customer journey moments of truth
A moment of truth can turn a potentially positive experience into a negative one, and vice versa. Understanding moments of truth requires a complete knowledge of the customer journey. Continue Reading
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22 Mar 2024
10 best customer experience management software in 2024
As targeted CX becomes more important, customer experience management software offers more tools. Learn about some popular choices and how they can help an organization. Continue Reading
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Feature
20 Mar 2024
How AI is transforming the BPO industry and contact centers
Everyone is talking about AI, but which organizations are adopting it? BPOs are a great example, especially AI for internal CX strategies and contact centers. Continue Reading
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News
14 Mar 2024
Oracle adds generative AI tools to Fusion CX applications
The new tools are among 50 generative AI features Oracle released for several Fusion applications, from CX to HR and supply chain. Continue Reading
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News
21 Feb 2024
GenAI chatbots for customer care create new level of liability
Air Canada found liable for promises its chatbot made against the airline's policy; CX leaders discuss best practices for using generative AI in chatbots. Continue Reading
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News
15 Feb 2024
Sitecore to bring more generative AI XM, XP clouds
Katie Johnson joined Sitecore after leading vertical market pushes at Salesforce and Talkdesk. In this Q&A, we discuss that, future generative AI plans and more. Continue Reading
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Feature
08 Feb 2024
6 content moderation guidelines to consider
User-generated content can affect a company's reputation. Content moderation helps stop the spread of disinformation and unacceptable posts that can harm or upset others. Continue Reading
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Definition
06 Feb 2024
uncanny valley
The uncanny valley is a common unsettling feeling people experience when androids or humanoid robots and audio/visual simulations closely resemble humans in many respects but aren't quite convincingly realistic. Continue Reading
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Feature
06 Feb 2024
11 best Twitter alternatives
Since Elon Musk acquired Twitter, people are turning to alternatives -- such as Mastodon and WT.Social -- for business connections, news and industry information. Continue Reading
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Feature
02 Feb 2024
Why authenticity in marketing is important
Discover why authenticity in marketing is more important now than ever, and learn how brands can cultivate a more authentic presence to earn customer trust. Continue Reading
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Definition
31 Jan 2024
consumer data
Consumer data is the information that organizations collect from individuals who use internet-connected platforms, including websites, social media networks, mobile apps, text messaging apps or email systems. Continue Reading
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Tip
31 Jan 2024
Field service management software vendors to know in 2024
The world of hybrid work turned nice-to-have field service features -- like remote project management and automation -- into vital capabilities. Learn which features vendors offer. Continue Reading
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Tip
31 Jan 2024
7 customer experience trends to know in 2024
Customer experience trends like AI, customer data management and loyalty programs can all help organizations ensure they can attract and keep customers. Continue Reading
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Definition
29 Jan 2024
content analytics
Content analytics, also known as content intelligence, is the process of measuring and analyzing how users interact and engage with digital content. Continue Reading
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Definition
25 Jan 2024
cognitive diversity
Cognitive diversity is the inclusion of people who have different styles of problem-solving and can offer unique perspectives because they think differently, have divergent perspectives and come from varied backgrounds. Continue Reading
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News
12 Jan 2024
SAP debuts 4 AI-based retail capabilities
At the National Retail Federation 2024 conference, SAP will feature new retail capabilities for predictive demand planning, predictive replenishment of goods and order management. Continue Reading
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News
12 Jan 2024
Microsoft unveils new GenAI, data tools for retail industry
The tech giant is adding industry-specific features in Data Fabric along with GenAI Copilots designed to better personalize shopping as well as aid frontline workers in real time. Continue Reading
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Definition
11 Jan 2024
transactional marketing
Transactional marketing is a business strategy that focuses on single, point-of-sale transactions. Continue Reading
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Feature
10 Jan 2024
DXP vendors: More generative AI tools for websites to come
Generative AI has given designers, marketers and digital experience leaders new tools to more quickly create better, tightly personalized websites. DXP vendors plan to deliver more. Continue Reading
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News
10 Jan 2024
Zendesk acquires Klaus for AI-backed quality assurance in CX
The customer service vendor acquires the vendor to build out its workforce management capabilities and bring a more integrated experience for users with both applications. Continue Reading
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Tip
03 Jan 2024
10 marketing automation best practices
Learn how marketing automation best practices, like using behavior-based triggers and A/B testing, can help marketers reach and engage more audiences. Continue Reading
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Feature
14 Dec 2023
The value of a total experience platform
Combining customer, employee, omnichannel and multichannel, and UX platforms and tools into a total experience offering improves visibility, metrics and insights. Continue Reading
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Feature
06 Dec 2023
In 2023, generative AI made inroads in customer service
This year saw the rise of new intelligent capabilities for contact centers to support human and virtual agents in their abilities to deliver effective answers and services faster. Continue Reading
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News
28 Nov 2023
AWS Amazon Connect adds generative AI for the contact center
The tech giant unveils generative AI capabilities, reminding CX competitors that it has a long history with conversational AI and can offer many intelligent customer service tools. Continue Reading
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Feature
21 Nov 2023
SAP's Mirakl integration improves B2B e-commerce experience
Mirakl's platform lets B2B e-commerce companies create an online shopping experience that is more like B2C -- easier to configure, with a simpler interface for the end user. Continue Reading
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Definition
20 Nov 2023
customer insight (consumer insight)
Customer insight, also known as consumer insight, is the understanding and interpretation of customer data, behaviors and feedback into conclusions that can be used to improve product development and customer support. Continue Reading
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Opinion
15 Nov 2023
Microsoft Ignite highlights future of AI, customer success
Advancements in AI will affect businesses and customers alike. Learn about the future of AI from Microsoft Ignite's Analyst Day, and how it will affect CX and app development. Continue Reading
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Answer
02 Nov 2023
Why is sales enablement important?
With a sales enablement strategy, sales leaders can make their teams more efficient, well-trained and ensure all reps are consistent when they interact with customers. Continue Reading
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Tip
26 Oct 2023
Why is a customer experience framework essential?
A customer experience framework can help CX teams streamline their workflows, showcase the value of a customer-first culture and improve customer engagement and satisfaction. Continue Reading
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Tip
18 Oct 2023
5 real-world examples of customer obsession
Customer obsession requires organizations to place clients' needs at the center of all operations. Real-world examples include Equinox, Tabrick and GreenPal. Continue Reading
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Guest Post
11 Oct 2023
How product-led growth can help scale your business
With a product-led growth strategy, you can take the pressure off your sales and marketing teams and center what really matters: the product and the customer. Continue Reading
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Feature
10 Oct 2023
A customer experience provider's take on Amazon Bedrock
Alida gained early access to the foundation model service in June. It found value using Anthropic's Claude summarization capability within the service. Continue Reading
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Podcast
10 Oct 2023
CX and generative AI coexisting, carefully
Tech journalist Don Fluckinger talks to the Targeting AI podcast team about generative AI's potential for better customer service and how the technology falls short. Continue Reading
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News
03 Oct 2023
Zendesk offers more AI tech with AI for Voice, AI bots
The customer experience vendor released intelligent bots to quickly answer customers' questions and unveiled a tool to summarize transcripts of customer calls with agents. Continue Reading
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News
26 Sep 2023
SurveyMonkey Forms has new templates, pre-built prompts
The vendor brings new capabilities such as pre-built question fields with Forms, an online form creation tool, to make it easier for businesses to collect data from customers. Continue Reading
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News
18 Sep 2023
Zoom releases work management tools for the contact center
The video conferencing vendor expands its CCaaS offerings with its Workforce Engagement Management suite, which includes forecasting and scheduling tools for agents and managers. Continue Reading
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Feature
14 Sep 2023
Social media marketing strategies: Cut cliches, add opinions
Effective online engagement with customers starts with conversations that use feelings and opinions, rather than cliches and facts, to build lasting relationships. Continue Reading
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Definition
13 Sep 2023
gamification
Gamification is a strategy that integrates entertaining and immersive gaming elements into nongame contexts to enhance engagement and motivate certain behaviors. Continue Reading
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News
13 Sep 2023
Pegasystems releases new GenAI tools for Pega Infinity '23
The vendor is out with new GenAI features for Pega Infinity '23. It also renews its business process management focus and makes other updates generally available. Continue Reading
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Definition
08 Sep 2023
mindshare (share of mind)
Mindshare, also known as share of mind, is an approach to marketing that involves attempting to make a company, brand or product the first one that comes to mind when a customer thinks of a particular market. Continue Reading
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Guest Post
07 Sep 2023
How AI can benefit CX and customer service
If you mix AI into your customer service strategy, you're more likely to keep customers satisfied and employees efficient. Check out three uses for AI in customer service. Continue Reading
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News
31 Aug 2023
8x8 releases conversational AI tools for the contact center
The cloud-based UC vendor releases voice technology to enable CX workers to connect self-service and agent-assisted workflows and receive conversation context from voicebots. Continue Reading
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Definition
30 Aug 2023
skeuomorphism
Skeuomorphism is when something is designed with extra ornamentation to make it resemble another object so it is more familiar. Continue Reading
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Definition
29 Aug 2023
customer satisfaction (CSAT)
Customer satisfaction (CSAT) is a measure of the degree to which a product or service meets customer expectations. Continue Reading
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News
24 Aug 2023
Salesforce unveils new tools for field service workers
The CRM vendor's new tools for service workers include a virtual appointment scheduler and a platform to view details about customers' purchased products and service history. Continue Reading
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News
23 Aug 2023
Twilio's new CDP tool unites data for more personalization
Twilio's new tool uses its customer data platform, Segment, to connect real-time unified customer profiles with isolated data and boost marketing customization for better CX. Continue Reading
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Definition
23 Aug 2023
chief experience officer (CXO)
A chief experience officer (CXO) is an executive in the C-suite who ensures positive interactions with an organization's customers. Continue Reading
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Definition
23 Aug 2023
What is brand recognition?
Brand recognition is the extent to which a consumer can correctly identify a particular product or service just by viewing the product or service's logo, tagline, packaging or advertising campaign. Continue Reading
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Answer
21 Aug 2023
6 must-have customer experience roles for success
A well-rounded CX team is essential for meeting and exceeding customer expectations when engaging with a company. Continue Reading
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Feature
17 Aug 2023
Genesys offers workforce management tool to measure EX
A contact center management firm uses a Genesys tool that collects information about employees' experience to uncover organizational weaknesses and identify ways to improve. Continue Reading