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
-
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
-
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
-
Guest Post
02 Nov 2020
Build trust in technology by reimagining customer experiences
During this uncertain time created by the pandemic, brands that win their customers' trust and add value through services will stand head and shoulders above the competition. Continue Reading
-
Guest Post
30 Oct 2020
Create a customer experience strategy before tech investment
Align customer expectations with your customer experience strategy before making any investments in CX technology. Bob Azman has 10 questions to ask yourself before making any moves. Continue Reading
-
Feature
29 Oct 2020
Why social media is key to collecting customer feedback
Social media offers companies a way to hear opinions about their products, as well to interact with customers to improve CX. Businesses must know how to gather and use feedback. Continue Reading
-
Feature
23 Oct 2020
A breakdown of inbound marketing vs. demand generation
Inbound marketing and demand generation are easy to confuse, but they are different. While inbound marketing is marketing-centric, demand generation tends to be more sales-centric. Continue Reading
-
Guest Post
14 Oct 2020
How to build a world-class customer experience system, part 2
Building off the previously discussed foundation, Megan Burns explains what's needed to complete an XM system: diagnostic guidelines, micro-design process and rollout infrastructure. Continue Reading
-
Tip
13 Oct 2020
5 digital customer experience trends for businesses to consider
Improving digital CX is important in a market cluttered with choices for the customer. Here are some trending strategies to help businesses enhance their offerings. Continue Reading
-
Feature
02 Oct 2020
2 Customer Workflows: Drive Customer Loyalty with Connected Digital Workflows
When the unexpected happens, customers want to know they can depend on you to hear them and meet their needs. Continue Reading
- 02 Oct 2020
- E-Zine 02 Oct 2020
-
Feature
28 Sep 2020
6 customer retention best practices for businesses to heed
Customer retention is essential to an organization's success, so it's important to keep customers educated, engaged and feeling as though they're part of the business family. Continue Reading
-
Tip
25 Sep 2020
Sales funnel vs. flywheel: How sales and marketing has evolved
The sales funnel is evolving into a more customer-centric approach named the flywheel. These processes approach sales and marketing differently, but both are useful. Continue Reading
-
Guest Post
22 Sep 2020
How can companies handle CX opportunities during COVID-19?
The COVID-19 impact on in-person shopping experiences has changed customer service expectations; now companies must find ways to compete in e-commerce against Amazon and others. Continue Reading
-
Answer
18 Sep 2020
What's the difference between CRM and database marketing?
Database marketing is a component of customer relationship management. CRM includes all processes, strategies and tools to support sales, marketing and customer service initiatives. Continue Reading
-
Guest Post
02 Sep 2020
The importance of personalized experience in CX
Musa Hanhan breaks down the three stages of customer experience and explains why personalized experiences offer companies the best chance at customer retention. Continue Reading
-
Guest Post
28 Aug 2020
Are you a customer experience leader or laggard?
Organizations need to invest now in customer experience to ensure they're leaders in their industry. They cannot risk falling behind their competitors with their CX initiatives. Continue Reading
-
Tip
26 Aug 2020
How customer transparency helps companies maintain loyalty
In an age when customers have more options than ever before, it's essential that businesses gain and maintain customer trust -- and that happens through customer transparency. Continue Reading
-
Feature
18 Aug 2020
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
-
Guest Post
05 Aug 2020
How to build a world-class customer experience system
Megan Burns highlights the first four building blocks necessary for building a customer experience -- core journeys, criteria, blueprints and safety nets -- in this first article of a two-part series. Continue Reading
-
Tip
03 Aug 2020
Key strategies to build and monitor customer loyalty and trust
Businesses can't immediately expect trust from customers. It requires a lot of effort to build and eventually gain customer loyalty, especially during a pandemic. Continue Reading
-
Feature
28 Jul 2020
Simplify employee and customer experiences to adapt and grow
Ricardo Saltz Gulko breaks down how organizations can focus on improving employee and customer experience by simplifying complex processes. Continue Reading
-
Feature
23 Jul 2020
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. Continue Reading
-
Feature
22 Jul 2020
How to create a great customer experience strategy in 6 steps
In today's business landscape, a powerful CX strategy is key to gaining customer loyalty and a competitive advantage. Here's how to deliver a great customer experience, plus a template. Continue Reading
-
Feature
10 Jul 2020
Customer experience involves people, process and tools equally
Robert Azman breaks down why people, process and tools are all crucial for a successful customer experience strategy. Continue Reading
-
Feature
08 Jul 2020
Discover the leading CX management software vendors
Take a look at these in-depth roundups that detail the leading products that help companies manage their customer experience, as well as their notable features and buying options. Continue Reading
-
Tip
17 Jun 2020
10 steps to create a voice of the customer program
One of the best initiatives a customer experience team can undertake is a voice of the customer program. Here are some guidelines for building one from scratch. Continue Reading
-
News
02 Jun 2020
Pegasystems debuts Pega Process Fabric CX integration tools
Pegasystems makes a play to be a 'platform of platforms' with Pega Process Fabric, which orchestrates processes between applications in mixed-vendor CX tech stacks. Continue Reading
-
Feature
26 May 2020
Preparing your customer experience strategies for the new normal
As companies prepare to reopen following the lengthy shutdown due to the pandemic, they need to learn how their customers feel and how best to adapt to serve them. Continue Reading
-
Feature
14 May 2020
Building customer relationships is central to loyalty
Raghu Kalé's book, Loyalty and Sacrifice, discusses what it means for businesses to build relationships and create true customer loyalty -- going beyond repeat sales. Continue Reading
-
Tip
12 May 2020
4 ways CX is central to digital transformation in retail
Digital transformation initiatives in businesses can help drive sales, increase customer engagement and retention, and improve the customer experience. Continue Reading
-
Feature
06 May 2020
Building a successful CX governance operating model
When developing a CX governance operating model, leaders should consider four key components: people, measurement framework, processes and tools and technologies. Continue Reading
-
Feature
01 May 2020
3 key training areas for remote sales success
Remote work is easy for some departments, but sales teams may struggle without in-person interactions. Businesses should train sales reps to be successful while working from home. Continue Reading
-
Feature
23 Apr 2020
Educate, empathize in social media strategy during coronavirus
Social media offers an opportunity to connect during a period of isolation, but brands should be careful when adjusting social media strategies. Here are some words of advice. Continue Reading
-
Feature
22 Apr 2020
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. Continue Reading
-
News
20 Apr 2020
In COVID-19 economy, CX teams shrink despite greater need
B2B companies realign sales and marketing efforts as the COVID-19 economy creates slowdowns and layoffs for some, opportunities and new leads for others. Continue Reading
-
Feature
13 Apr 2020
4 tips for creating a crisis marketing strategy
With a captive audience at home during the coronavirus crisis, many businesses are rethinking their marketing strategies. Influencer marketing is one route to go. Continue Reading
-
News
31 Mar 2020
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. Continue Reading
-
Feature
26 Mar 2020
Top 3 ways to increase engagement in e-commerce
Engagement is a key component of relationships between customers and businesses, and it is essential for fostering an exceptional customer experience. Continue Reading
-
Answer
19 Mar 2020
What are 4 ways to improve content experience?
Thoughtful presentation of content enables businesses to engage customers. Methods of improving content experience include social media and tailored content. Continue Reading
-
Feature
13 Mar 2020
Mystery shopping software key to customer experience management
Businesses use mystery shopping platforms, comment cards, brand reputation management and more to identify customer pain points and improve customer experience. Continue Reading
-
News
11 Mar 2020
ServiceNow Orlando update adds tools for human and virtual agents
ServiceNow Orlando update and new partnerships builds on strategy of reaching into new verticals such as telecommunications and banking. Continue Reading
-
Feature
10 Mar 2020
Collaboration tools in the workplace boost customer experiences
Collaboration tools improve personal digital experiences internally for contact center agents, marketers and sales pros and externally for customers in an e-commerce environment. Continue Reading
-
Feature
19 Feb 2020
CXO role requires tenacity, cross-departmental influence
The CXO role is fairly new to businesses, focusing on customer experience strategies across the entire enterprise. In this Q&A, an executive discusses what makes a CXO successful. Continue Reading
-
News
17 Feb 2020
Chief experience officers, chief customer officers on rise
Since 2017, more CXOs and CCOs have shown up in Gartner's customer experience management survey. They don't always report to the CMO, but marketing's ownership of CX is growing. Continue Reading
-
News
07 Feb 2020
New Antavo interactive kiosks push retail loyalty programs
The kiosk features a prize wheel, treasure hunts and themed quizzes to engage and interact with shoppers while promoting in-store loyalty programs. Continue Reading
-
News
07 Feb 2020
Google's third-party cookies ban bolsters new data tracking tools
Google will cancel third-party cookies by 2022, and is already eroding their value. Analysts and vendors predict what data strategies and technologies will replace it. Continue Reading
-
News
06 Feb 2020
Salesforce layoffs hit Customer Success at end of fiscal year
Salesforce, a pioneer in customer success, has laid off what is rumored to be more than 1,000 Customer Success employees. Continue Reading
-
News
31 Jan 2020
Target CIO leads retailer's digital customer experience tech makeover
Target rebuilt its technology stack from the inside under CIO Michael McNamara's watch, and plans to further refine its digital e-commerce experience. Continue Reading
-
News
29 Jan 2020
Totango introduces customer success tool Dynamic Assignment
Dynamic Assignment is a new feature in the Totango Spark that allows service providers to quickly sift through customer success managers to find one who will exactly fit a customer's needs. Continue Reading
-
News
24 Jan 2020
Retail facial recognition and eye tracking the next tech wave, maybe
Biometric data is the last frontier of the shopping experience, as eye-tracking and facial recognition technologies slowly weave their way into the retail tech stack. Continue Reading
-
Tip
24 Jan 2020
IoT and the customer experience: What to expect in 2020
Consumers are finding themselves increasingly surrounded by technology that talks to each other. See how retail is incorporating IoT and affecting customer experience. Continue Reading
-
News
16 Jan 2020
Google Cloud retail strategy provides search, hosting, AI for stores
With new Google Cloud Platform tools for retailers, the search giant takes on Microsoft and AWS with its own flavor of AI and promises of better uptime. Continue Reading
-
News
13 Jan 2020
Microsoft, Salesforce, Oracle launch retail customer experience tools
Retailers get new tools from leading customer experience platform vendors to better compete with online-only rivals. Continue Reading
-
Feature
06 Jan 2020
Customer engagement strategies focus on mobility, loyalty programs
The Miami Heat and JetBlue both use mobile apps and loyalty rewards programs to engage their customers -- inside their places of business and at home. Continue Reading
-
Tip
20 Dec 2019
Business text messaging examples that engage customers
Business text messaging is making its way into enterprise CRM. Texting is among the most personal contacts people receive, and with proper use, can enhance customer relationships. Continue Reading
-
Feature
16 Dec 2019
Big retailers share their CX strategies
Effective customer experience strategies have a big impact on business success. Hear what Carnival Corp., Ritual Cosmetics and Ashley Stewart have to say about CX. Continue Reading
-
News
13 Dec 2019
Qualtrics XM adds mobile, AI, information governance
SAP's influence is reflected in some new features Qualtrics revealed in its XM customer and employee experience measurement platform. Continue Reading
-
Feature
13 Dec 2019
4 voice of the customer methods to improve CX
To improve customer experience, organizations can use mystery shopping programs, social CRM and surveys to gather data from interactions with consumers. Continue Reading
-
Tip
06 Dec 2019
5 marketing budget strategies to maximize your dollars
Experts suggest that businesses build well-constructed budgets and create talent roadmaps to determine whether they are hiring the best people to reach their goals. Continue Reading
-
Feature
05 Dec 2019
How Netflix uses emotional analytics to improve CX
Emotional analytics enable businesses to obtain customer feedback without words. Netflix employs this tactic as a means to engage and retain customers. Continue Reading
-
Tip
22 Nov 2019
How to use low-code software platforms for digital experiences
Low-code software platforms enable flexibility and faster development for digital experiences. Here's what content managers should consider before purchasing a low-code tool. Continue Reading
-
News
21 Nov 2019
New Salesforce Customer 360 aims to unify data sources
In aggregate, the new Customer 360 features Salesforce added to its sales, marketing, e-commerce and service platform resemble a customer data platform. Customers, analysts and partners weigh in. Continue Reading
-
News
19 Nov 2019
Salesforce Service Cloud Voice, Einstein Voice Assistant unveiled
Salesforce unveils a voice assistant and call center tools to enable real-time natural language processing for agents to connect customer data and supervisor help on a single screen. Continue Reading
-
News
01 Nov 2019
Adobe digital experience platform adds small businesses offerings
Adobe is reaching out to small businesses with expansions to its product portfolio, which include Magento Commerce, Marketo Engage and Adobe Analytics Foundation among others. Continue Reading
-
News
30 Oct 2019
Public sector's customer experience strategies analyzed, ranked
Some U.S. government agencies use technology to earn high marks for CX. Others need improvement in areas that corporate marketing teams can learn from. Continue Reading
-
Feature
28 Oct 2019
Influencer marketing best practices to reach millennials, Gen Z
To reach the millennial and Gen Z consumer, you need to build trust and create experiences. Follow these tips to spin up an influencer marketing campaign. Continue Reading
-
News
23 Oct 2019
Rent the Runway CEO discusses IT challenges, CX strategy
Rent the Runway CEO Jennifer Hyman shares the company's CX strategy, describes its customer data collection and use, and addresses recent IT upgrade challenges. Continue Reading
-
Tip
23 Oct 2019
Benefits of migrating customer experience apps to the cloud
Nemertes research claims 75% of contact centers do some or all business in the cloud. As CX technology improves, businesses increasingly consider the benefits of cloud migration. Continue Reading
-
News
22 Oct 2019
Digital experience projects balance CX, data privacy concerns
Users want hyper-personalized, convenient experiences when they shop or stay at hotels, but brands must balance the thin line between convenience and invasion of privacy. Continue Reading
-
Tip
11 Oct 2019
A strong CX technology spending plan can bring big returns
The telephone won't cut it anymore. Customers expect digital services, and businesses need to think about spending more to update CX technology. It pays off in the long run. Continue Reading
-
Tip
07 Oct 2019
How experience-based differentiation can be a CX fast track
CX is a top priority within organizations, but successful adoption can take time. A framework called experience-based differentiation can help businesses speed up the process. Continue Reading
-
Tip
19 Sep 2019
Businesses can achieve 360-degree customer view using AI
AI can be a powerful tool to analyze large amounts of customer data and improve CX. Here are some areas in which AI can be of assistance in your organization. Continue Reading
-
News
18 Sep 2019
Oracle CDP moves beyond marketing data
As digital advertising and marketing leaders dig in on the importance of the CDP, others aren't so sure they need yet another tool to support and secure customer data. Continue Reading
-
Answer
17 Sep 2019
How can customer relationship metrics benefit CX?
Companies often look at customer relationship metrics to determine how customers feel about a brand. Here are examples of how to obtain and use information to qualify customer relationships. Continue Reading
-
News
12 Sep 2019
Oracle CDP coming in CX Unity, along with video cloud
Oracle goes after Adobe and other CX platform vendors with new CDP-oriented sales, marketing, e-commerce and service hub, and adds a video platform to CX Unity. Continue Reading
-
Feature
11 Sep 2019
How business messaging benefits customer experience
Who wants to call a company and wait on hold? Or, worse, send an email and wait for a response? Business messaging can avoid these hang-ups and help brands improve all stages of CX. Continue Reading
-
News
11 Sep 2019
Adobe brings graph database to customer journey touchpoints
With a graph database to track touchpoints from different devices -- and a Photoshop-esque interface -- Adobe Customer Journey Analytics avails data science tools to marketers. Continue Reading
-
Tip
10 Sep 2019
4 ways customer feedback benefits marketing strategies
Leela Srinivasan of SurveyMonkey offered tips on using customer feedback data to inform enterprise marketing strategy during a session at Inbound 2019. Continue Reading
-
Tip
06 Sep 2019
Humor in marketing can engage, retain customers
Humor can be a powerful marketing weapon -- when used correctly. Here are some tips and examples that businesses can use to better connect with customers. Continue Reading
-
News
30 Aug 2019
CleverTap, Phiture launch customer engagement analytics framework
AIC framework for customer experience analytics, developed in collaboration between CleverTap and Phiture, promises to give marketers actionable insight and improve CX. Continue Reading
-
News
27 Aug 2019
Cisco to acquire CloudCherry for contact center CX
Cisco plans to integrate CloudCherry's customer experience software with its contact center offerings. The acquisition is expected to occur by the end of October. Continue Reading
-
Tip
19 Aug 2019
5 digital customer experience technologies for a winning strategy
A strong digital CX strategy can help improve customer experience, drive revenue and reduce costs. Evaluate these five pillars to help you along your journey. Continue Reading
-
Feature
16 Aug 2019
To predict customer buying behavior, stop, look, listen, analyze
Determining customer wants and needs to devise personalization strategies based on that data takes advanced technologies and the old-fashioned direct approach. Continue Reading
-
Feature
16 Aug 2019
Customer personalization relies on tools, tactics, metrics
Measuring the success of personalized engagements across multiple channels and making adjustments can help improve CX, differentiate offerings and increase sales. Continue Reading
-
Answer
14 Aug 2019
Digital CX vs. customer experience: What's the difference?
While similar, digital CX and customer experience are different. The former focuses on digital communication tool experiences, while the latter is the overall brand perception. Continue Reading
-
Feature
13 Aug 2019
Princess Cruises puts real-time customer experience into action
The Ocean Medallion provides real-time CX to passengers on Princess Cruises. The technology enables vacationers to automatically open stateroom doors, locate companions and more. Continue Reading
-
Tip
09 Aug 2019
5 Gen Z marketing trends for businesses to consider
Those born after 1995 are driving trends online for themselves and older generations. These shared experiences are important for marketers to understand. Here are some tips. Continue Reading
-
Podcast
31 Jul 2019
How a punk rocker would go about simplifying CX
When the tech stack and measurement metrics overcomplicate CX, destroy it like a punk rocker, U.K. author Adrian Swinscoe suggests in this 'Pipeline' podcast interview. Continue Reading
-
Answer
26 Jul 2019
How do customer service and customer success differ?
Tripped up on the difference between customer service and customer success? In short, service is reactive and success is proactive, but both aim to solve problems for the customer. Continue Reading
-
Feature
26 Jul 2019
Businesses use AI to improve customer experience
Chatbots, virtual agents, computer vision and other AI-related technologies on display at a recent tech conference are being used to improve customer experience. Continue Reading
-
Tip
24 Jul 2019
Customer success strategies stoke CRM engagement
Salesforce and other CRM providers use active customer service to increase customer engagement, solve concerns, train users and -- eventually -- bring in repeat business. Continue Reading
-
Tip
08 Jul 2019
The right leader, team crucial for digital CX strategy success
Having the right team in place can ensure digital CX success. Here are some leadership and team roles that organizations should consider when creating a plan. Continue Reading
-
Feature
26 Jun 2019
Uber mall kiosks act as brick-and-mortar storefronts
Uber uses digital mall kiosks as storefronts to recruit drivers, and an integrated video conferencing app enables users to interact with remote agents. Continue Reading
-
News
13 Jun 2019
Selligent Marketing Cloud partners with Genesys for CX growth
Selligent paired its CX suite with Genesys Customer Experience Platform to improve customer experience by providing organizations with a full view of the customer journey. Continue Reading
-
Guide
07 Jun 2019
Multipronged digital customer experience strategy enriches CX
The digital experience is an everyday facet of life. Learn how businesses are using tools and technologies to engage consumers and devise and manage effective CX strategies. Continue Reading
-
News
05 Jun 2019
LogMeIn Bold360 CX tool adds AI features for bots, human agents
LogMeIn bundled together Bold360 customer service tools as a single CX platform underpinned by its AI technology by rebranding some pieces and introducing some others. Continue Reading
-
News
04 Jun 2019
Pegasystems Customer Empathy Advisor AI tool gauges ethics
Pegasystems' new empathy AI tool aims to help users make more ethical business decisions by gauging the empathy level of human and digital customer service agents. Continue Reading
-
News
23 May 2019
Verint launches VOC software, gathers omnichannel feedback
Verint has launched Verint Unified VoC, which provides organizations with a full, accurate view of customer desires and preferences, according to the vendor. Continue Reading
-
News
21 May 2019
Pegasystems acquires In The Chat digital messaging platform
Pegasystems' recent acquisition of the digital messaging platform In The Chat brings Pega customers new communication channels and improves AI chatbot capabilities. Continue Reading
-
Feature
07 May 2019
Oracle's CX strategy points toward real-time responses
As data increasingly becomes key to an effective CX implementation, Oracle's CX strategy points to what technology it's focusing on to win over corporate customers. Continue Reading
-
Feature
30 Apr 2019
Online scheduling platforms open new channel for customers
New customer-centric tools book demos in Salesforce at a customer's bidding, automating processes that took multiple email messages and forms -- sometimes losing leads in the process. Continue Reading