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
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
01 Nov 2024
IAB, cable providers sue FTC to cancel Click to Cancel
Not so fast, FTC. Cable providers, internet advertisers and the Michigan Press Association challenge the upcoming consumer protection rule. Continue Reading
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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Feature
18 Apr 2019
Add real-time customer experience to your CX strategy
At its recent CX conference, Oracle emphasized how important it will be to provide real-time CX. Users and analysts weigh in on how plausible that actually is. Continue Reading
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Feature
18 Apr 2019
AI customer self-service platforms show analytical maturity
AI-enabled self-service platforms graduate from traditional customer support activities to more sophisticated methods of analyzing data on customer wants, needs and behavior. Continue Reading
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Feature
12 Apr 2019
7 features of CX management tools to consider
Using CEM tools can help companies monitor, improve and manage the customer experience. Read on to learn what to look for when choosing CEM tools. Continue Reading
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Tip
11 Apr 2019
5 things to know about Salesforce Customer 360
Salesforce Customer 360 -- a tool that connects customer data stored in multiple silos -- is currently in beta and will be available to all users later this year. Continue Reading
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Answer
10 Apr 2019
How do you turn customer feedback into actionable insights?
Actionable insights can be gleaned from brand surveys and reviews, competitor reviews and social media. However, not all insights are insightful or actionable. Continue Reading
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News
10 Apr 2019
Reimagined customer experience mobile apps driving new sales
Mobile and lightweight web apps aren't new. But digital teams driving demand generation is new, thanks to marketing automation platforms that can personalize the pitch. Continue Reading
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News
05 Apr 2019
LogMeIn Bold360 updates improve chatbot customer experience
LogMeIn Bold360 features new tools that will improve customer experience by streamlining communication, allowing agents to solve problems quickly, and managing bot involvement. Continue Reading
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Feature
03 Apr 2019
5 must-read CX trends uncovered at Adobe Summit
As CRM, customer service, marketing and e-commerce morph into customer experience, Adobe speakers, partners and users pinpoint five trends in CX to watch develop in the next two years. Continue Reading
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News
29 Mar 2019
Adobe-Microsoft-SAP Open Data Initiative gains momentum
It wasn't a marketing scam announced last year: An alliance takes clearer shape, as Adobe, Microsoft and SAP cooperate on a common data model for ERP, CRM and marketing automation. Continue Reading
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Feature
28 Mar 2019
Marketing automation tools deliver personalization, customer focus
When buying a marketing automation product, it's important to consider key features, how the tool addresses the organization's size, deployment options, support and pricing. Continue Reading
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Feature
28 Mar 2019
Ensure a good customer experience with CEM software
CEM software helps companies track, measure and manage the customer experience. Read on to learn just how it differs from CRM software and what a good CEM system should include. Continue Reading
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Feature
28 Mar 2019
Maximize and manage customer experience with CEM tools
CEM software provides the technological support necessary to successfully manage the customer experience. Discover the extensive benefits the right platform can provide. Continue Reading
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Feature
28 Mar 2019
Make marketing automation software choices to fit business needs
Examine what core features leading marketing automation software vendors -- including Adobe, HubSpot and Oracle -- and CRM vendors -- including Microsoft, Salesforce and SAP -- offer. Continue Reading
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Feature
28 Mar 2019
A martech stack is vital for successful marketing operations
When building a marketing tech stack, project stakeholders should consider what tools the organization needs, the level of automation it's trying to achieve and the overall budget. Continue Reading
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Feature
27 Mar 2019
6 must-know customer experience technology trends
Our customer experience technology trends survey of 250 North American tech buyers and influencers reveals that the CRM to CX migration is well underway. Continue Reading
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Feature
27 Mar 2019
Trends to follow: Voice SEO and CX personalization
Voice and personalization are CX trends to follow as businesses place more emphasis on customer experience, according to analysts at Oracle's Modern Customer Experience conference. Continue Reading
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Feature
27 Mar 2019
4 ways to use chatbots to improve Gen Z customer experience
More and more chatbots are entering the marketing, customer service and sales spaces. Here are four tips for brands looking to make their chatbots stand out from the others. Continue Reading
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Tip
27 Mar 2019
5 crucial ways to prepare for the CXO role
Technophiles who have experience in sales and marketing, as well as social media awareness, may be best prepared for success in the role of chief experience officer. Continue Reading
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Infographic
26 Mar 2019
How to improve customer experience with mystery shopping
Mystery shopping -- among other CX management tools -- enables businesses to collect the data necessary to identify customer pain points and improve CX. Continue Reading
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Opinion
05 Mar 2019
Our rebrand: Customer experience strategy, platforms, best practices
Customer experience strategy blurs lines between sales and marketing automation, customer service and e-commerce as they come together on next-generation customer experience platforms. Continue Reading
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Answer
05 Mar 2019
What is the role and responsibility of a chief experience officer?
The chief experience officer is an increasingly vital member of the C-suite who ensures that an organization's customers have positive interactions with the brand. Continue Reading
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Feature
06 Feb 2019
Salesforce-Apple partnership deepens with new SDK for iOS
The updated Salesforce mobile SDK makes it easier for developers to build native Salesforce apps for iOS devices using Swift, Apple's programing language. Continue Reading
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Answer
30 Jan 2019
How does the chief customer officer role benefit CX?
The chief customer officer serves in many capacities, some of which include overseeing customer experience, sales, and service and support contacts, as well as unifying customer contact. Continue Reading
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Feature
29 Jan 2019
Salesforce.org's CRM for education helps UVA students succeed
The University of Virginia is one of a number of institutions using Salesforce.org's Education Cloud CRM to recruit students, track student success and manage alumni relations. Continue Reading
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Feature
29 Jan 2019
LA Metro pursues integrated CRM system with Salesforce
The Los Angeles Metro system integrates the Salesforce CRM with existing payment infrastructure, helping to bridge the gap between old and new technologies. Continue Reading
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Answer
29 Jan 2019
How are Nonprofit Cloud and Philanthropy Cloud different?
Charitable organizations partner with Salesforce.org through two cloud services: Nonprofit Cloud and Philanthropy Cloud. Read on to discover how the two differ. Continue Reading
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News
18 Jan 2019
AI-fueled Verizon Digital CX targets virtual contact centers
Telecom giant Verizon is boosting its software business with an AI-based CX system for contact centers, with tools for virtual and live agents, authoring and social engagement. Continue Reading
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Feature
17 Jan 2019
CRM vs. CX: How companies are pivoting in philosophies
It might be time to retire the decades-old concept of CRM now that CX is appearing everywhere. Learn how embracing CX alters the thinking of enterprise leadership. Continue Reading
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Infographic
03 Jan 2019
The differences between CRM vs. CX strategy
CRM and CX seem very similar, but examining the principles of each shows emerging CX approaches focus on customer retention. We compare and contrast the two. Continue Reading
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Feature
03 Jan 2019
6 ways high-performing agents improve customer loyalty
Sandy Rogers of FranklinCovey offers tips for customer service managers on how to encourage positive traits in agents, such as empathy, responsibility and generosity. Continue Reading
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Guide
27 Dec 2018
Guide to AI in customer service using chatbots and NLP
Learn how AI and natural language processing technologies work together to create virtual agents. Examine the benefits of chatbots in contact centers and the skepticism surrounding their use. Continue Reading
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Guide
24 Dec 2018
GDPR compliance requirements for CRM managers
Learn how the General Data Protection Regulation applies specifically to the CRM space and how managers can best ensure compliance within their organizations. Continue Reading
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Feature
18 Dec 2018
Acquia transforms from WCM to digital experience platform
Acquia's product roadmap is a metaphor for many WCM vendors, which must focus on digital experience to remain competitive in a quickly evolving market. Continue Reading
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Tip
17 Dec 2018
Is CRM with social media growing less trustworthy?
Comments made on social media can sometimes give businesses a skewed perception of consumer sentiment. Learn how to correct the data to inform business decisions. Continue Reading
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Feature
14 Dec 2018
Use smart workflows to personalize customer experience
Smart workflows that automate certain decisions must become part of personalization strategies in order for CX teams to better guide customer journeys. Continue Reading
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Feature
11 Dec 2018
Microsoft adds CRM for nonprofits to Dynamics 365 lineup
CRM for nonprofits, such as Microsoft Dynamics 365 Nonprofit Accelerator, helps nonprofit organizations take advantage of business tools and shared data. Continue Reading
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Tip
11 Dec 2018
8 tips for getting rich mystery shopping survey data
Mystery shopping data is only as good as the overall strategy for collecting it and setting up realistic customer experiences. Here are eight tips for investing your resources wisely. Continue Reading
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News
16 Nov 2018
Zoho CRM Plus gets AI boost, aims to connect departments
Zoho's new CRM release may help bring departments together, but it's unclear if the flood of AI tools and more data sharing will differentiate the vendor in the robust CRM market. Continue Reading
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News
13 Nov 2018
SAP CX move with Qualtrics challenges Salesforce, Oracle
By acquiring Qualtrics, SAP is expanding beyond ERP and entering the CX space, challenging market leaders Salesforce, Oracle and Adobe. It also is expanding its HR tech suite. Continue Reading
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Tip
22 Oct 2018
Tips to build a successful digital customer service strategy
CRM pros from Wendy's, Chamberlain Group and DoorDash offer tips for integrating Salesforce AI and social media channels to create a successful digital CX strategy. Continue Reading
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News
18 Sep 2018
Dreamforce brings Salesforce products upgrades
More than 150,000 attendees are expected at Dreamforce in San Francisco, where Salesforce will show how recent acquisitions fit into its product platform. Continue Reading
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Feature
22 Jun 2018
Activists get organized with new Salesforce CRM for nonprofits
Salesforce has adapted its CRM for nonprofits, giving activists a lower-cost way to track fundraising, organize activities and keep their communities engaged. Continue Reading
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News
06 Jun 2018
SAP C/4HANA hopes to tie together front and back office
At Sapphire Now in Orlando, SAP unveiled its customer experience suite with the aim to better compete in the CRM market and provide a modern, 360-degree view of the customer. Continue Reading
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Tip
05 Jun 2018
Let customer acquisition costs steer marketing, service plans
Customer acquisition and customer retention strategies start with people and marketing automation tools. How much you should invest in either area depends on a number of factors. Continue Reading
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Tip
24 May 2018
Ten tips for honing social media customer service skills
Navy Federal Credit Union ingrains customer service in social engagement, sometimes the only channel where sailors at sea can get critical questions answered. Here's how they do it. Continue Reading
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News
18 May 2018
Customer behavior analytics brings marketing, analytics together
If you want better, more timely access to customers, consider customer behavior analytics, which is driven by the combination of marketing and data analytics. Continue Reading
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Guide
30 Apr 2018
CRM case studies: Customer relationship management in action
CRM for today's businesses means AI chatbots, data mining, marketing personalization and equipping call centers to handle the many channels available to customers. Continue Reading
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News
13 Apr 2018
Measure your digital marketing ROI, keep your job
Oracle customers weigh in on executive's hypothesis that analytics can now prove ROI of the martech stack -- or soon will -- and make marketing a revenue center just like sales. Continue Reading
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News
10 Apr 2018
Salesforce Boston World Tour show highlights customers, philanthropy
From the dais and halls at Salesforce World Tour's Boston stop, talk focused on automating employee volunteerism, marketing best practices and developer reaction to MuleSoft deal. Continue Reading
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News
06 Apr 2018
Using Salesforce Social Studio, Harvard saw power of social media
By looking at its social media data with Salesforce, Harvard Graduate School of Education saw more than 65% of article traffic generated through social media. Continue Reading
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News
28 Mar 2018
Adobe Experience Cloud to aid company digital transformation
Products are no longer the focus, according to Adobe. The customer experience is where it's at -- and Coca-Cola agrees, as the company executes its digital transformation process. Continue Reading
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News
15 Mar 2018
Salesforce e-commerce gets B2B boost with CloudCraze purchase
To improve its e-commerce offerings, the CRM company bought B2B commerce product CloudCraze for an undisclosed amount. The purchase will add B2B functionality. Continue Reading
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News
02 Mar 2018
When selling on social media, marketers weigh chatbots vs. humans
Marketers interested in social selling need to weigh whether to use chatbots or deploy actual customer service agents. The decision depends on a number of variables. Continue Reading
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News
13 Feb 2018
When customer service automation goes off the rails
CRM sales and service automation can drive down costs when they drive customer self-service. But if they frustrate customers, what's the actual implementation cost? Continue Reading
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News
05 Feb 2018
Salesforce buys Attic Labs, adding to Quip capabilities
Quip receives back-end capabilities with open source database after Salesforce purchase of Attic Labs. Continue Reading
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Feature
11 Jan 2018
What key features do today's leading social CRM tools offer?
Before purchasing social CRM software, learn the important tools and services you should be looking for and which of today's leading vendors offer them. Continue Reading
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News
19 Oct 2017
Experts: Website redesign must enhance digital customer experience
Gone are the days of a quick website launch. According to speakers at the Acquia Engage conference, redesigning a website is now a companywide digital customer experience project. Continue Reading
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Tip
09 Aug 2017
The importance of integrating social CRM tools into a CRM strategy
Customer engagement is no longer about simply handling a phone call or letter. Organizations must also be at the ready to address issues on social media. Continue Reading