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• 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

• How sales teams can use generative AI

  Sales teams can use generative AI to create personalized content, coach sales reps and improve forecasting. However, risks include data protection and a lack of empathy. Continue Reading

• content personalization

  Content personalization is a branding and marketing strategy in which webpages, email and other forms of content are tailored to match the characteristics, preferences or behaviors of individual users. Continue Reading

• Top 10 customer experience metrics and KPIs

  Net Promoter Score is the most popular customer metric, but it's not the only one for CX teams to measure. Understand which metrics to track and how to calculate them. Continue Reading

• Why businesses should prioritize customer retention

  Proper customer retention can help businesses grow, save money and better understand consumers. Its benefits can lead to better customer experiences and greater business success. Continue Reading

• Definitions to Get Started

  • What is contact center infrastructure?
  • What is speech recognition?
  • What is a cloud contact center?
  • What is customer profiling?

  • What is mindshare (share of mind)?
  • What is martech (marketing technology)?
  • What is customer insight (consumer insight)?
  • What is market segmentation?

  View All Definitions

• How to collect customer feedback

  Businesses that collect customer feedback are more likely to create positive experiences and address issues. Analyzing feedback can show deeper insights into customer sentiment.Continue Reading

• What does it mean to be customer obsessed?

  Customer obsession can boost a brand's reputation and profits. But it requires C-suite dedication to CX, high levels of personalization and a positive employee experience.Continue Reading

• Customer experience strategy: 5 tips to build a valuable CX

  The best CX strategy should provide value to both the customer and the business. However, it requires support from leadership and significant investments in technology.Continue Reading

• How to gather and evaluate customer sentiment

  Businesses can harvest customer sentiment from a variety of places, including social media, surveys, likes, comment cards, contact centers and word-of-mouth.Continue Reading

• 12 essential ABM metrics and KPIs to measure success

  Account-based marketing metrics let teams effectively engage with key decision-makers within target accounts, strengthen customer loyalty and identify areas of improvement.Continue Reading

• Account-based marketing vs. lead generation, explained

  Discover the key differences between lead generation and account-based marketing, as well as pros and cons and how to decide which approach is best for your organization.Continue Reading

• demand generation

  Demand generation is the process of creating and cultivating interest in a product or service with the goal of generating high-quality leads that can be nurtured into loyal customers.Continue Reading

• Customer experience vs. customer service: How do they differ?

  Customer experience and customer service are not the same, but they do have a shared goal: to ensure customers are satisfied and return for repeat business.Continue Reading

• account-based experience (ABX)

  Account-based experience (ABX) is a business-to-business (B2B) strategy in which the sales, marketing and customer success departments work together to provide accounts with a unified, personalized experience throughout the buyer journey.Continue Reading

• CX personalization: Why it's important and how to deliver it

  A personalization strategy can increase brand loyalty and customer retention by providing relevant content to customers when they need it. Here's how to get started.Continue Reading

• Why customer journey touchpoints matter

  Customer journey touchpoints allow businesses to create an excellent customer experience and drive long-lasting customer loyalty -- if understood and optimized properly.Continue Reading

• customer journey map

  A customer journey map is a visual representation of the stages a customer goes through when interacting with a company.Continue Reading

• A guide to account-based engagement

  Account-based marketing strategies can unify marketing, sales and customer service objectives to prioritize, personalize and monetize engagements with high-value accounts.Continue Reading

• How to use generative AI for marketing

  Organizations can use generative AI to write marketing content and analyze customer data quicker than a human. However, the tool requires basic prompt engineering skills.Continue Reading

• How to effectively personalize your ABM strategy

  The traditional approach of marketing to the masses is yielding to a more targeted, personalized account-based marketing strategy that caters to high-value clients and boosts ROI.Continue Reading

• How does bulk SMS marketing work?

  To start a bulk SMS marketing strategy, marketers should create message templates, monitor engagement and ensure that customers can opt in or out of communications.Continue Reading

• 5 tips for creating customer journey maps from buyer personas

  Organizations can create a journey map for each buyer persona. To create the map, CX teams should use data, consider many viewpoints and apply a central governance framework.Continue Reading

• quality of experience (QoE or QoX)

  Quality of experience (QoE or QoX) is a measure of the overall level of a customer's satisfaction and experience with a product or service and the vendor that's providing that product or service.Continue Reading

• 7 benefits of SMS marketing

  An SMS marketing strategy can benefit organizations and customers alike, with tactics like personalization, real-time results and communication, and loyalty between both parties.Continue Reading

• voice of the customer (VOC)

  Voice of the customer (VOC) is the component of customer experience that focuses on customer needs, wants, expectations and preferences.Continue Reading

• 4 components of a customer obsession model

  Customer-obsessed organizations put customers at the heart of their operations. A customer obsession model requires important elements like a data strategy and leadership support.Continue Reading

• RFx

  RFx (request for x) encompasses the entire formal request process and can include request for bid (RFB), request for information (RFI), request for proposal (RFP), request for quotation (RFQ) and request for tender (RFT).Continue Reading

• 7 benefits of customer experience management

  A customer experience management strategy brings many benefits, including a reduced customer churn rate, lower marketing costs and improved crisis management.Continue Reading

• customer engagement

  Customer engagement is the way a company creates a relationship with its customer base to foster brand loyalty and awareness.Continue Reading

• phygital

  Phygital (physical plus digital) is a marketing term that describes blending digital experiences with physical ones. As customer interaction channels proliferate, organizations aim to seamlessly integrate these channels.Continue Reading

• Top 9 best SMS marketing examples, with templates

  How can marketers write the perfect text message to engage customers? Templates can help. Explore examples of common SMS marketing messages, like product alerts and event invites.Continue Reading

• How to create customer profiles, with examples

  Creating customer profiles gives brands a deep understanding of their customers' needs and results in more successful marketing strategies. Here are the steps to get started.Continue Reading

• outbound marketing

  Outbound marketing is a traditional form of marketing in which an organization initiates contact with potential customers, or leads.Continue Reading

• churn rate

  Churn rate is a measure of the number of customers or employees who leave a company during a given period.Continue Reading

• How to calculate call center utilization rates

  Customer service leaders use metrics like call center utilization rates to track performance and CX. Leadership must learn the effects of these rates and how to calculate them.Continue Reading

• marketing campaign management

  Marketing campaign management is the planning, executing, tracking and analysis of direct marketing campaigns.Continue Reading

• sales-qualified lead (SQL)

  A sales-qualified lead (SQL) is a prospective customer that has been researched and vetted -- first by an organization's marketing department and then by its sales team -- and is deemed ready for the next stage in the sales process.Continue Reading

• Adobe Experience Platform

  Adobe Experience Platform is a suite of customer experience management (CXM) solutions from Adobe.Continue Reading

• What are the different types of SMS marketing?

  How should marketers text their audiences? First, ensure customers opted in to receive texts. Then, promote, incentivize and update customers on products and orders.Continue Reading

• inbound marketing

  Inbound marketing is a strategy that focuses on attracting customers, or leads, via company-created internet content, thereby having potential customers come to the organization rather than marketers vying for their attention.Continue Reading

• account-based marketing (ABM)

  Account-based marketing (ABM) is a business-to-business (B2B) strategy that focuses sales and marketing resources on target accounts within a specific market.Continue Reading

• speech analytics

  Speech analytics is the process of analyzing voice recordings or live customer calls to contact centers with speech recognition software to find useful information and provide quality assurance.Continue Reading

• emotions analytics (EA)

  Emotions analytics (EA) software collects data on how a person communicates verbally and nonverbally to understand the person's mood or attitude.Continue Reading

• customer data management (CDM)

  Customer data management (CDM) is a set of administrative processes that allow data about customers and customer interactions from different source systems to be aggregated and normalized.Continue Reading

• cold calling

  Cold calling is the business practice of contacting a potential customer or client who has not expressed previous interest in speaking with a customer service representative or making a purchase.Continue Reading

• How to use ChatGPT for customer service

  Customer service teams can use ChatGPT to automate tasks, generate responses to customer inquiries, summarize email threads and power human-like chatbots.Continue Reading

• The evolution of chatbots and generative AI

  Customer service chatbots have evolved to include advanced NLP. The three evolutionary chatbot stages include basic chatbots, conversational agents and generative AI.Continue Reading

• BANT

  BANT is an acronym that stands for 'Budget, Authority, Need, Timing.'Continue Reading

• contactless payment

  A contactless payment is a wireless financial transaction in which the customer makes a purchase by moving a security token in close proximity to the vendor's point of sale (POS) reader.Continue Reading

• 6 customer success plan templates for common situations

  Customer success teams can follow the same general processes to onboard, renew or offboard customers. These templates can help shape those outreach strategies.Continue Reading

• social CRM

  Social CRM, or social customer relationship management, is customer relationship management and engagement fostered by communication with customers through social networking sites such as Twitter and Facebook.Continue Reading

• Oracle Customer Experience Cloud (Oracle CX Cloud)

  Oracle Customer Experience Cloud (Oracle CX Cloud) is a suite of cloud-based tools for customer relationship management (CRM), sales, marketing, customer service, e-commerce and other tools, such as configure, price, quote (CPQ) tools.Continue Reading

• partner relationship management (PRM)

  Partner relationship management (PRM) is a combination of the software, processes and strategies companies use to streamline business processes with partners that sell their products.Continue Reading

• 5 best practices for a sustainable marketing strategy

  Sustainable marketing can boost brand loyalty, but marketers need an effective strategy. Brands should commit to a larger purpose, take a long-term approach and remain consistent.Continue Reading

• needs assessment

  A needs assessment is a systematic process that examines what criteria must be met in order to reach a desired outcome.Continue Reading

• customer touchpoint

  A customer touchpoint is any direct or indirect contact a customer has with a brand.Continue Reading

• How account-based marketing can improve personalization

  An ABM strategy can help B2B marketers personalize marketing efforts for top prospects. An ABM strategy includes an ideal customer profile, personalized messaging and a CRM system.Continue Reading

• customer service charter

  A customer service charter is a document that outlines how an organization promises to work with its customers along with providing insights into how an organization operates.Continue Reading

• moment of truth (marketing MOT)

  A moment of truth (MOT) is marketing lingo for any opportunity a customer (or potential customer) has to form an impression about a company, brand, product or service.Continue Reading

• 7 customer success best practices

  Customer success aims to ensure a positive CX after the sales process is complete. These best practices can help teams stay on track and keep customers satisfied.Continue Reading

• marketing-qualified lead (MQL)

  A marketing-qualified lead (MQL) is a website visitor whose engagement levels indicate they are likely to become a customer.Continue Reading

• Customer success vs. customer support: What's the difference?

  Customer support and customer success sound similar, but they're distinct business practices. Differences include approach, metrics, maturity and skills.Continue Reading

• marketing automation

  Marketing automation is a type of software that allows companies to effectively target customers with automated marketing messages across channels including email, websites, social media and text messages to generate sales leads.Continue Reading

• Salesforce Customer 360

  Salesforce Customer 360 is a collection of tools that connect Salesforce apps and create a unified customer ID to build a single view of the customer.Continue Reading

• live chat (live support)

  Live chat (live support) is technology that provides companies with a way to interact with users when they visit an organization's media properties.Continue Reading

• What does a customer success manager do?

  The customer success manager is an essential CX role that takes a proactive approach to ensuring customer loyalty and retention when the sales process is complete.Continue Reading

• social commerce

  Social commerce is a rapidly growing branch of e-commerce that uses social networks and digital media to facilitate transactions between businesses and customers.Continue Reading

• brand ambassador

  A brand ambassador is an advocate of a particular company's products and services. In marketing, brand ambassador may actually be a paid position and job title.Continue Reading

• shoppable video

  A shoppable video is a way for consumers to discover products and make a purchase through links within the video.Continue Reading

• Net Promoter Score (NPS)

  Net Promoter Score (NPS) is a metric that organizations use for assessing customer loyalty toward their brand, products or services.Continue Reading

• B2C (business-to-consumer)

  B2C, or business-to-consumer, is a retail model where products or services move directly from a business to the end user who has purchased the goods or services for personal use.Continue Reading

• What are the different types of marketing personalization?

  Marketing teams use multiple personalization strategies for customer outreach, like emails, targeted ads and chatbots. Each approach brings several benefits and can improve CX.Continue Reading

• market basket analysis

  Market basket analysis is a data mining technique used by retailers to increase sales by better understanding customer purchasing patterns.Continue Reading

• marketing stack

  A marketing stack, also called a marketing technology stack, is a collection of technologies used by marketers to perform, analyze and improve their services.Continue Reading

• social media influence

  Social media influence is a marketing term that describes an individual's ability to affect other people's thinking in a social online community.Continue Reading

• How do green marketing and sustainable marketing differ?

  Many organizations use green and sustainable marketing to build trust with consumers. Green marketing focuses on the environment, whereas sustainable marketing is broader.Continue Reading

• chief customer officer (CCO)

  A chief customer officer, or customer experience officer, is responsible for customer research, communicating with company employees and taking charge of customer experience (CX) metrics.Continue Reading

• TAM SAM SOM

  TAM SAM SOM is a set of acronyms used to quantify the business opportunity for a brand in a given market.Continue Reading

• video marketing

  Video marketing is the use of video content to promote a brand, product or service.Continue Reading

• customer acquisition cost

  Customer acquisition cost is the fee associated with convincing a consumer to buy your product or service, including research, marketing and advertising costs.Continue Reading

• Personalization vs. segmentation: What's the difference?

  Personalization and segmentation both bring different benefits to marketing teams and use different types of customers data. Find out the main differences between the two terms.Continue Reading

• Why is personalization important?

  Personalization is key in many marketing teams' strategies. It plays an important role in helping organizations retain customers, build trust among audiences and stay relevant.Continue Reading

• customer lifecycle

  In customer relationship management (CRM), customer lifecycle is a term used to describe the progression of steps a customer goes through when considering, purchasing, using and maintaining loyalty to a product or service.Continue Reading

• interactive voice response (IVR)

  Interactive voice response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipients.Continue Reading

• direct email marketing

  Direct email marketing is a format for email-based campaigns in which standalone advertisements are sent to a targeted list of recipients.Continue Reading

• actionable insights

  Actionable insights are conclusions drawn from data that can be turned directly into an action or a response.Continue Reading

• integration

  Integration is the act of bringing together smaller components or information stored in different subsystems into a single functioning unit.Continue Reading

• revenue operations (RevOps)

  Revenue operations (RevOps) is the strategic integration of sales, marketing and service departments to provide a better end-to-end view to administration and management, while leaving day-to-day processes within the departments.Continue Reading

• BOPIS (buy online, pick up in-store)

  BOPIS (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

• real-time analytics

  Real-time analytics is the use of data and related resources for analysis as soon as it enters the system.Continue Reading

• How to efficiently measure customer loyalty

  Most organizations don't measure customer loyalty often or thoroughly enough to improve CX. This book excerpt explores tips and suggestions to measure loyalty more efficiently.Continue Reading

• database marketing

  Database marketing is a systematic approach to the gathering, consolidation and processing of consumer data.Continue Reading

• cost per engagement (CPE)

  Cost per engagement (CPE) is an advertising pricing model in which digital marketing teams and advertisers only pay for ads when users interact with their campaign in some way.Continue Reading

• How to choose a customer data platform

  CDPs centralize customer data, which can improve marketing insights. To choose the right CDP, CX leaders can create a team of stakeholders, identify goals and compare products.Continue Reading

• How to create the right self-service content for customers

  Organizations should provide useful content to customers to help them solve problems without contacting customer service. Effective content gives customers answers quickly.Continue Reading

• B2B vs. B2C e-commerce: What's the difference?

  B2B e-commerce websites offer many ways to reach agents, whereas B2C sites prioritize self-service. E-commerce leaders must build their websites to meet their customers' needs.Continue Reading

• Top 8 workforce optimization software tools to consider

  Workforce optimization platforms combine scheduling features with gamification tools to help contact centers boost productivity. Top tools include Nice CXone, Genesys and Five9.Continue Reading

• CRM (customer relationship management) analytics

  CRM (customer relationship management) analytics comprises all of the programming that analyzes data about customers and presents it to an organization to help facilitate and streamline better business decisions.Continue Reading

• conversational marketing

  Conversational marketing is marketing that engages customers through dialogue.Continue Reading

• hockey stick growth

  Hockey stick growth is a growth pattern in a line chart that shows a sudden and extremely rapid growth after a long period of linear growth.Continue Reading