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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Feature
20 Nov 2024
9 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
05 Nov 2024
Salesforce Agentforce: An answer in search of a question?
They used to be named Einstein Copilots. Now they're Agentforce autonomous agents. Salesforce's latest upgrade might be more than words. Continue Reading
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News
25 Apr 2023
Salesforce brings Einstein GPT to Field Service Mobile
The CRM giant harnesses generative AI to let Field Service Mobile users create drafts and discuss customer problems on Slack and help them find self-service tools. Continue Reading
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News
19 Apr 2023
Salesforce integrates Einstein GPT and Data Cloud into Flow
The CRM giant updated Flow, its automation toolkit, with generative AI and Data Cloud capabilities to trigger automatic responses using natural language prompts and real-time data. Continue Reading
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Tip
12 Apr 2023
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
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Definition
11 Apr 2023
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
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Definition
11 Apr 2023
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
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News
05 Apr 2023
Salesforce forms new Trailblazer community group for sales
The CRM software giant aims to fill sales personnel gap with new sales-focused learners group named Salesblazer and sales certification for existing courses. Continue Reading
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Definition
31 Mar 2023
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
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Definition
30 Mar 2023
customer touchpoint
A customer touchpoint is any direct or indirect contact a customer has with a brand. Continue Reading
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Definition
30 Mar 2023
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
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Opinion
29 Mar 2023
How generative AI will sink or swim in customer service
Generative AI may have captured the tech world's mindshare, but it will have to be commercialized well for customer service applications in the contact center. Continue Reading
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Tip
24 Mar 2023
8 customer success software platforms to consider
Proper customer success requires the right tools to keep customers satisfied. Here, dive into eight popular platforms on the market, including their features and benefits. Continue Reading
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Tip
23 Mar 2023
The raw -- yet burgeoning -- potential of coreless banking
While coreless banking is still a novel concept, it shows strong potential to liberate banks from the rigid software systems that have dominated the industry for decades. Continue Reading
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News
22 Mar 2023
Adobe unveils new collaboration tool for marketing teams
The CX giant revealed new technology for faster workflows between marketing, product and data teams to collaborate on marketing campaigns in its new Product Analytics platform. Continue Reading
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Definition
22 Mar 2023
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
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News
21 Mar 2023
Adobe Firefly brings generative AI image marketing tool
The CX giant's Firefly is an image creator trained on millions of visuals from Adobe stock content to understand written commands and make images for better marketing. Continue Reading
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News
21 Mar 2023
Nvidia aims at generative AI, joins with image stock firms
The AI hardware/software vendor offers services for enterprises to build generative models without starting anew each time. The vendor is also teaming with Adobe and Getty Images. Continue Reading
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Definition
17 Mar 2023
product-qualified lead (PQL)
A product-qualified lead (PQL) is an individual or business that experienced value from using a product as a result of a free trial, use of a limited feature model or other types of first-hand experience with a product. Continue Reading
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Feature
16 Mar 2023
How Gen Z will shape the future of customer experience
The future of customer experience is in the hands of Gen Z -- and new technologies, like generative AI and XaaS. These trends will affect consumer and enterprise markets alike. Continue Reading
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News
08 Mar 2023
Qualtrics' customer experience tools enter rage-filled times
Qualtrics rolls out new customer experience tools while it ponders a buyout from Silver Lake, a private equity firm. Continue Reading
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News
07 Mar 2023
HubSpot intros AI tools to make content creation easier
The new AI tools are aimed at marketing, sales and customer service teams that create websites and blogs. They also provide customers with a natural language chat-based experience. Continue Reading
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News
07 Mar 2023
Salesforce joins generative AI ranks with Einstein GPT
The CRM giant capitalizes on GPT 3.5 tech, weaving generative AI into code creation, Slack tools and customer interactions. The vendor also launched a $250M AI investment fund. Continue Reading
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News
06 Mar 2023
Microsoft's new Dynamics 365 Copilot uses generative AI
Copilot accelerates routine tasks for marketing and sales teams like creating email responses and collecting customer insight data, intensifying the AI race in CRM software. Continue Reading
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News
01 Mar 2023
Generative AI-supported tools coming from Pegasystems
CRM platform Pega Infinity will incorporate artificial intelligence language tools for quicker task management, insight visualization and app development. Continue Reading
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Feature
28 Feb 2023
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
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Definition
28 Feb 2023
customer success
Customer success is a strategy to ensure a company's products are meeting the needs of the customer. Continue Reading
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News
24 Feb 2023
CRM titan Salesforce is squeezed in a competitive market
CRM and CX giant Salesforce is plagued by an activist investor, slower business growth and pressure to increase profit margins with layoffs as the CRM market gets more competitive. Continue Reading
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Definition
22 Feb 2023
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
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Definition
16 Feb 2023
customer churn (customer attrition)
Customer churn, also called customer attrition, is the number of paying customers who fail to become repeat customers. Continue Reading
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Answer
15 Feb 2023
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
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Definition
13 Feb 2023
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
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Definition
06 Feb 2023
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
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News
03 Feb 2023
Salesforce upheaval likely as Elliott Management moves in
As the CRM and CX giant's financial fortunes have sagged in recent years, activist investor funds have targeted the vendor for cuts that could slow technology R&D and investment. Continue Reading
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Podcast
31 Jan 2023
ServiceNow workflow can smooth ERP edges with partner help
ServiceNow vice presidents Jeff Gore and Kirsten Loegering explain what's involved in implementing the platform to improve the employee experience on ERP and HR systems. Continue Reading
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Definition
31 Jan 2023
weak tie theory
Weak tie theory is the proposition that acquaintances are likely to be more influential than close friends, particularly in social networks. Continue Reading
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Definition
24 Jan 2023
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
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Definition
19 Jan 2023
doomscrolling
Doomscrolling, sometimes also called doomsurfing, refers to constantly checking disturbing or upsetting news articles or videos online, often via social media. Continue Reading
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News
18 Jan 2023
Microsoft and Salesforce step up smart store retail tech
The tech giants are quickly evolving their technologies aimed at the brick and mortar commerce market, with new software for smart store analytics, CX and retail associates. Continue Reading
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Feature
10 Jan 2023
Ultimate guide to customer service for businesses
Good customer service can make or break a business -- which is why it's more important than ever to understand customer service and develop a strategy to implement it. Continue Reading
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Answer
09 Jan 2023
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
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Answer
04 Jan 2023
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
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News
04 Jan 2023
Telus completes WillowTree acquisition in $1.2B CX deal
Telus acquired the developer of customer experience products, including mobile apps and unified web interfaces, and strengthened its position in the custom CX and UI market. Continue Reading
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Definition
29 Dec 2022
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
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Tip
16 Dec 2022
5 examples of personalization strategies
These real-world personalization strategies -- mixed with intent-based marketing, targeted emails and multimedia -- helped create long-lasting relationships with engaged customers. Continue Reading
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Feature
15 Dec 2022
2022 year in review: Top business topics
The business world saw changes in 2022. Themes -- such as the rise and fall of cryptocurrency, changes to social media and navigating employment -- are all included in this review. Continue Reading
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Definition
14 Dec 2022
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
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Definition
06 Dec 2022
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
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News
02 Dec 2022
Tableau CEO Mark Nelson steps down, no successor to be named
Nelson ascended to the leadership role in March 2021 after the departure of Adam Selipsky. Salesforce, which acquired the analytics vendor in 2019, will now take on its leadership. Continue Reading
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Feature
01 Dec 2022
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
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Definition
23 Nov 2022
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
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News
22 Nov 2022
OpenText's CEO on content AI, cloud strategy and hybrid work
OpenText CEO Mark Barrenechea discusses the state of Magellan, the massive Micro Focus acquisition, the metaverse and more in this wide-ranging conversation. Continue Reading
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Feature
17 Nov 2022
Mobile website vs. app: What's the difference?
As mobile usage continues to grow, apps and mobile websites can help you connect with customers. A mobile website has a broader reach, but an app allows more interaction. Continue Reading
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News
10 Nov 2022
Salesforce releases Genie for Healthcare, Patient 360 additions
Electronic medical records remain the systems of record in the Salesforce universe. Adding a CRM approach on top of that enables a better patient experience, the company believes. Continue Reading
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Feature
09 Nov 2022
10 best practices to make a mobile-friendly website
By adopting practices such as building a responsive layout and decluttering design, you can improve mobile user experience and rank higher in search engines. Continue Reading
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News
02 Nov 2022
Twilio delivers API-driven customer engagement platform
Twilio's new customer engagement platform merges Flex customer service and messaging with the Segment customer data platform. Continue Reading
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Definition
19 Oct 2022
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
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News
19 Oct 2022
Oracle pushes forward with CX tech amid layoff cycle
Rumors of the demise of Oracle marketing, CRM and customer service turn out to be unfounded, as the company forges ahead with vertical-specific CX offerings. Continue Reading
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News
13 Oct 2022
Salesforce Industries adds Automotive Cloud CRM
Salesforce releases Automotive Cloud, a customer sales, service, marketing and commerce platform for car and truck dealers, manufacturers and financiers. Continue Reading
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News
12 Oct 2022
Microsoft adds conversational AI to Dynamics 365
At Ignite, Microsoft Dynamics 365 users get AI-based automation capabilities with emphasis on conversational intelligence for sales and customer service. Continue Reading
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Feature
11 Oct 2022
LinkedIn scams, fake Instagram accounts hit businesses, execs
Even the most secure business and executive social media accounts that have strong passwords and multifactor authentication are vulnerable to cloning schemes. Continue Reading
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News
06 Oct 2022
OpenText shares customer experience cloud platform roadmap
Two years after its initial release, OpenText Experience Cloud finds its footing with integrations to enable composable experiences with content and data. Continue Reading
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Definition
04 Oct 2022
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
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News
04 Oct 2022
OpenText enhances CX package, customer data platform
OpenText CE 22.4, its latest quarterly release, adds content security, CDP enhancements, and integrations with Microsoft Teams and the Google BigQuery data warehouse. Continue Reading
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News
29 Sep 2022
Digital customer experience top of mind for PGA Tour
The PGA Tour's head of fan engagement discusses the tech stack that makes the organization connect better with fans, sponsors, golf pros and more. Continue Reading
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Definition
23 Sep 2022
Salesforce Trailhead
Salesforce Trailhead is a series of online tutorials that coach beginner and intermediate developers who need to learn how to code for the Salesforce platform. Continue Reading
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News
15 Sep 2022
Jabra provides sentiment analysis with first AI software
The new SaaS offering voice coaches agents and provides self-coaching assessments and personalized evaluations. The vendor also introduced two new headsets. Continue Reading
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Definition
14 Sep 2022
screen door effect
The screen door effect is the occurrence of thin, dark lines or a mesh appearance caused by the gaps between pixels on a screen or projected image. Continue Reading
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Definition
01 Sep 2022
customer demographics
Customer demographics are categories of consumer populations that are relevant to a business' purposes, such as marketing and product design. Continue Reading
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News
30 Aug 2022
Panera's AI drive-through test addresses labor concerns
The restaurant chain is using Tori, a voice assistant from startup OpenCity. The company says its goal is to redirect employees from the drive-through lines to other tasks. Continue Reading
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Tip
30 Aug 2022
9 disadvantages of self-service options
Customer self-service platforms free up live agents for more complicated issues, but if organizations don't keep this software up to date, its disadvantages can frustrate users. Continue Reading
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Feature
26 Aug 2022
How much can a bad review hurt your business?
Companies may wonder how bad reviews can hurt their business. A few bad reviews are not necessarily harmful but can present ways to improve and highlight customer service. Continue Reading
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Tip
19 Aug 2022
4 types of loyalty programs and their benefits
Loyalty programs can improve brand recognition, increase sales and emphasize an organization's values. Get an in-depth look at four loyalty programs and what they offer. Continue Reading
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Definition
17 Aug 2022
What is user-generated content and why is it important?
User-generated content (UGC) is published information that an unpaid contributor provides to a website. Continue Reading
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Definition
15 Aug 2022
data clean room
A data clean room is a technology service that helps content platforms keep first person user data private when interacting with advertising providers. Continue Reading
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News
10 Aug 2022
Oracle CX layoffs: What customers should do right now
After the turmoil that has hit Oracle's customer experience division, here's what current enterprise customers need to do next to preserve their technology investments. Continue Reading
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Definition
03 Aug 2022
recommerce
Recommerce is the selling of previously owned items through online marketplaces to buyers who reuse, recycle or resell them. Continue Reading
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Tip
27 Jul 2022
Understanding the customer journey on a mobile app
Customers' journeys can vary based on the channels they use to interact with brands. For mobile apps, points of purchase, UX and easy onboarding are critical. Continue Reading
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Definition
21 Jul 2022
brand
A brand is a product, service or concept that is publicly distinguished from other products, services or concepts so that it can be easily communicated and usually marketed. Continue Reading
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Definition
20 Jul 2022
return merchandise authorization (RMA)
An RMA (return merchandise authorization) is a numbered authorization provided by a mail-order or e-commerce merchant to permit the return of a product. Continue Reading
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Tip
18 Jul 2022
How to create a customer loyalty program in 9 steps
A customer loyalty program can help organizations better retain and understand their current customers and target audiences. These nine steps can lead to a successful program. Continue Reading
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Definition
18 Jul 2022
closed captions
Closed captions are a text version of the spoken part of a television, movie or computer presentation. Continue Reading
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Tip
24 Jun 2022
4 real-world customer journey map examples
Real-world examples of customer journey maps in action can help brands understand how customers feel amid the buying process and benefit customer relationships moving forward. Continue Reading
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Feature
14 Jun 2022
The link between employee experience and customer experience
A customer's experience with an organization is only as good as an employee's experience. Business leaders should know that empathy is key to employee and customer success. Continue Reading
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Tip
06 Jun 2022
5 customer journey phases for businesses to understand
The customer journey contains several stages -- from the presale stage of awareness to post-sale advocacy -- and understanding each phase is key to business success. Continue Reading
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Tip
01 Jun 2022
Compare pros and cons of live chat vs. phone support
Phone support offers personalized experiences, but live chat agents can answer simple inquiries more quickly. See how these service channels stack up against each other. Continue Reading
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Definition
05 May 2022
clickstream data (clickstream analytics)
Clickstream data and clickstream analytics are the processes involved in collecting, analyzing and reporting aggregate data about which pages a website visitor visits -- and in what order. Continue Reading
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Tip
03 May 2022
Best practices for initiating chatbot-to-human handoff
Contact centers perform a balancing act between AI and human agents. Support teams must train bots on chatbot-to-human handoffs and design AI aware of customer frustration. Continue Reading
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News
25 Apr 2022
AI virtual assistant grooms skier experience at Snowbird
Using an AI-powered chatbot designed with the friendly likenesses of avalanche dogs, the famed Utah ski resort is able to quickly respond to customers' questions. Continue Reading
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Feature
19 Apr 2022
6 technology trends in the travel industry in 2022
Mobile apps, contactless payments and IoT devices are just some of the technologies trending in the travel and tourism industry. Continue Reading
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Feature
18 Apr 2022
What is Adobe Experience Cloud? CRM platform overview
Adobe Experience Cloud -- the vendor's CRM platform -- includes tools to help medium and large enterprises manage all facets of their customer engagement strategies. Continue Reading
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Feature
01 Apr 2022
ESPN improves app performance with Domo analytics tools
The sports broadcasting giant is using a customer care application developed with the analytics vendor's tools to improve its app performance and streaming capabilities. Continue Reading
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News
30 Mar 2022
New Google Cloud retail tool targets search abandonment
The new tool is aimed at providing better results for online shoppers. It understands user intent and context, provides results for broad inquiries, and includes semantic search. Continue Reading
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Definition
30 Mar 2022
help desk
A help desk is the individual, group, organizational function or external service that an IT user calls to get help with a problem. Continue Reading
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Feature
30 Mar 2022
Why you need a total experience strategy to drive CX and EX
More companies are using a 'total experience' approach to win customers and support employees in the post-pandemic economy. But they won't find a single platform that does it all. Continue Reading
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News
28 Mar 2022
Recommerce, rebuilt digital experiences top of mind for stores
Brick-and-mortar retailers look to technology to compete with online counterparts and mold digital experiences to what resonated with consumers during the past two years. Continue Reading
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Definition
28 Mar 2022
business metric
A business metric is a quantifiable measure businesses use to track, monitor and assess the success or failure of various business processes. Continue Reading
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Tip
18 Mar 2022
How do experience maps vs. customer journey maps differ?
Customer experience maps and customer journey maps serve as the blueprints for buyer interactions. Despite these maps' similarities, they play different roles in organizations. Continue Reading
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Definition
09 Mar 2022
bot
A bot -- short for robot and also called an internet bot -- is a computer program that operates as an agent for a user or other program or to simulate a human activity. Continue Reading
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Definition
07 Feb 2022
social listening (social media listening)
Social listening, also referred to as social media listening, is the process of identifying and assessing what is being said about a company, individual, product or brand on the internet. Continue Reading
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News
21 Jan 2022
Adobe, Salesforce release tools to enhance retail experience
Adobe to open beta program for store-pickup features developed in partnership with Walmart; Salesforce debuts Datorama features for retailers. Continue Reading
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News
16 Dec 2021
Biden targets federal CX improvements with executive order
President Biden issues a detailed executive order that lays out agency-by-agency federal digital experience improvement mandates -- and builds accountability into the process. Continue Reading