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Certinia co-founder discusses generative AI for ERP, Salesforce
Certinia, formerly FinancialForce, changed names and added customer success to its line of ERP tools for Salesforce. We discuss the transition with co-founder Deb Ashton.
Evaluate
10 multitouch attribution software and tools
MTA tools can help marketers understand the customer journey and track which touchpoints lead to the most conversions. Top tools include Adobe Analytics, Branch and Triple Whale.
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FTC's quixotic quest to fix CX with Click to Cancel rule
The Biden administration strives to improve CX with a rule that goes in effect in 180 days. What could possibly go wrong? People, process, tech and a U.S. election.
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Microsoft adds Copilot agents, design tools for 365, Dynamics
Microsoft hopes the new tools will be enough to convince enterprises to move beyond testing and fully adopt Copilot.
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Marketing & Sales Evaluate
10 multitouch attribution software and tools
MTA tools can help marketers understand the customer journey and track which touchpoints lead to the most conversions. Top tools include Adobe Analytics, Branch and Triple Whale.
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E-Commerce
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.
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Customer Service & Contact Center News
AWS' Amazon Q in Connect adds more contact center GenAI
AWS updates its contact center-specific version of its generative AI-powered agent, Amazon Q, for the company's Connect Contact Center as a Service platform.
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Customer Experience Management News
Pegasystems expands generative AI in CX, BPA cloud platform
The company's new “Coaches” aim to make AI-powered customer service responses sound less automated.
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Customer Data Management News
Salesforce Agentforce, Microsoft Copilot AI battle heats up
After rebranding Einstein copilot products as 'agents,' Salesforce CEO Marc Benioff likened Microsoft Copilot AI to Clippit, also known as Clippy, the original intelligent agent.
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CRM Tools & Strategy News
Microsoft adds Copilot agents, design tools for 365, Dynamics
Microsoft hopes the new tools will be enough to convince enterprises to move beyond testing and fully adopt Copilot.
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Evaluate
10 multitouch attribution software and tools
MTA tools can help marketers understand the customer journey and track which touchpoints lead to the most conversions. Top tools include Adobe Analytics, Branch and Triple Whale.
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What does Microsoft Copilot for Sales offer?
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How AI will affect the future of content marketing
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Does influencer marketing work?
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Problem Solve
Contact center fraud: How to detect and prevent it
Contact centers can be sitting ducks for fraudsters, but comprehensive agent training, authentication techniques and advanced technologies can protect businesses and customers.
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Why contact centers have high turnover and how to combat it
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10 strategies to improve contact center agent performance
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5 benefits and examples of phygital customer experience
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Manage
Contact center monitoring: A step-by-step guide
A well-designed monitoring program identifies customer pain points and gathers valuable intelligence that can improve agent performance and CX, as well as products and services.
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Customer retention vs. acquisition: What's the difference?
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Contact center outsourcing: What businesses need to know
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How to manage today's remote contact center agents
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Customer Experience Basics
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Wave Analytics
Salesforce Wave Analytics, now known as CRM Analytics, is a business intelligence (BI) and analytics platform from Salesforce that provides native analytics, visual insights and predictions powered by artificial intelligence (AI) for Salesforce CRM ...
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7 benefits of video marketing
Video marketing can help organizations engage audiences on an emotional level. Key benefits include building trust, enhancing SEO and improving the sales process.
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Salesforce Marketing Cloud is a customer relationship management (CRM) and digital marketing platform that enables marketers to generate better marketing outcomes and ROI.
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The evolution of chatbots and generative AI
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Customer experience management
Pegasystems expands generative AI in CX, BPA cloud platform
The company's new “Coaches” aim to make AI-powered customer service responses sound less automated.
-
Customer experience management
Certinia co-founder discusses generative AI for ERP, Salesforce
Certinia, formerly FinancialForce, changed names and added customer success to its line of ERP tools for Salesforce. We discuss the transition with co-founder Deb Ashton.
-
CRM tools and strategy
Microsoft adds Copilot agents, design tools for 365, Dynamics
Microsoft hopes the new tools will be enough to convince enterprises to move beyond testing and fully adopt Copilot.
Customer Experience Definitions
- What is Salesforce Wave Analytics (Salesforce CRM Analytics)?
- What is Salesforce Marketing Cloud?
- What is Salesforce Service Cloud?
- What is IoT Cloud (Salesforce IoT Cloud)?
- What is Salesforce Customer Success Platform?
- What is Salesforce Work.com?
- What is the Salesforce Service Console?
- What is Salesforce Journey Builder?