New & Notable
Manage
Fix the service path before you optimize it with AI
Contact center AI can improve routing, self-service and agent support, but it cannot fix weak journey design, broken handoffs or service problems created upstream.
Evaluate
How AI reshapes upselling in customer experience platforms
With help from AI insights, CX platforms can unify product usage data, customer behavior and engagement signals to identify upsell opportunities.
News
Adobe defines its AI-powered customer experience platform
Adobe previews and releases elements of CX Enterprise at Summit.
Problem Solve
How to centralize customer interaction data in one platform
Organizations often have reams of customer interaction data. But how do they centralize and unify this information? Well, a customer data platform helps.
Trending Topics
-
Marketing & Sales Evaluate
12 generative AI tools for marketing and sales teams
Generative AI tools can automate content creation, personalize outreach and analyze customer data. Compare 12 tools for marketing and sales teams.
-
E-Commerce Evaluate
Augmented reality CX adoption still in its early stages
The enterprise adoption of AR in CX is limited because of key obstacles, including system integration issues, budgeting structures and tech standardization glitches.
-
Customer Service & Contact Center Manage
Fix the service path before you optimize it with AI
Contact center AI can improve routing, self-service and agent support, but it cannot fix weak journey design, broken handoffs or service problems created upstream.
-
Customer Experience Management News
Salesforce releases Agentforce dev tools, updates Agent Fabric
Salesforce provides more observability, availability and some declarative control over AI agents.
-
Customer Data Management Problem Solve
How to centralize customer interaction data in one platform
Organizations often have reams of customer interaction data. But how do they centralize and unify this information? Well, a customer data platform helps.
-
CRM Tools & Strategy
AI pricing is turning into a software management problem
As vendors embed AI into products, bundle it into suites and add orchestration layers, enterprises are finding AI harder to price, isolate and manage.
Sponsored Sites
-
IT Workflows
Transform Your Organization With Modern and Resilient IT Services
Learn how ServiceNow’s IT solutions can help your organization seize the upside of operational resilience and raise employee agility.
-
HR Solutions
Reinvent new ways to work across the enterprise with ServiceNow Employee Workflows
Learn how to increase employee satisfaction by making it easy for employees to get the HR services they need with ServiceNow solutions.
-
Hyperautomation
Create a Powerful, Unified Experience with Hyperautomation and Low-Code
Learn how to deliver modern workflows, apps, and automation at scale with a single hyperautomation platform.
Featured Authors
Find Solutions For Your Project
-
Evaluate
12 generative AI tools for marketing and sales teams
Generative AI tools can automate content creation, personalize outreach and analyze customer data. Compare 12 tools for marketing and sales teams.
-
How AI reshapes upselling in customer experience platforms
-
How agentic AI modernizes outbound sales campaigns
-
contact centers shift to customer-centric processes
-
-
Problem Solve
How to centralize customer interaction data in one platform
Organizations often have reams of customer interaction data. But how do they centralize and unify this information? Well, a customer data platform helps.
-
How contact centers detect and prevent fraud
-
IT's budgetary nightmare: Tech buyers face AI pricing variance
-
10 strategies to improve contact center agent performance
-
-
Manage
Fix the service path before you optimize it with AI
Contact center AI can improve routing, self-service and agent support, but it cannot fix weak journey design, broken handoffs or service problems created upstream.
-
10 essential skills for modern contact center agents
-
5 customer journey phases businesses should understand
-
6 contact center trends shaping the future of customer service
-
Customer Experience Basics
-
Get Started
How to choose a customer data platform in 5 steps
Choosing a customer data platform starts with more than features. Learn how to evaluate CDP goals, integrations, governance and costs before you buy.
-
Get Started
Top 12 customer experience metrics and KPIs in 2026
Net Promoter Score is one of the most widely used CX metrics, but teams should also track CSAT, CES, churn, retention and other KPIs to measure performance.
-
Get Started
B2B martech stack core components and how to build one
A B2B marketing technology stack can have several components. Therefore, integration and ongoing optimization of those tools are paramount to meet business goals.
Multimedia
-
Get Started
The history and evolution of CRM
-
-
Get Started
The evolution of chatbots and generative AI
Vendor Resources
- Modernization in banking –Product Overview
- 9 End-User Experience Monitoring Tools to Know –Buyer's Guide
- Navigating 7 Digital Experience Monitoring Challenges –Blog
-
News
View All -
Marketing and sales
Adobe defines its AI-powered customer experience platform
Adobe previews and releases elements of CX Enterprise at Summit.
-
Customer experience management
Salesforce releases Agentforce dev tools, updates Agent Fabric
Salesforce provides more observability, availability and some declarative control over AI agents.
-
Marketing and sales
HubSpot builds answer engine optimization into its platform
HubSpot's AEO, designed to help marketers navigate the world of AI search, is the biggest of several spring product drops.
Search Customer Experience Definitions
- What are virtual agents and how are they being used?
- Customer acquisition cost (CAC): How to calculate and reduce it
- What is direct marketing?
- What is mobile CRM?
- What is field service management (FSM)?
- What are customer service and support?
- What is quality of experience (QoE or QoX)?
- What is voice of the customer? A guide to VOC Strategy