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What are the pros and cons of a CRM platform?
CRM platforms can improve CX, but they often require significant investment. CX leaders should understand the pros and cons of these platforms before purchasing.
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Adobe joins agentic AI fray with platform, prebuilt agents
2025 is the Year of Agentic AI -- and it's only March.
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Qualtrics releases employee, customer service AI agents
Qualtrics joins the agentic AI free-for-all in CX.
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Genesys, Google add to contact center generative AI services
Genesys and Google roll out their next wave of AI tools for customer service.
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Marketing & Sales News
Adobe joins agentic AI fray with platform, prebuilt agents
2025 is the Year of Agentic AI -- and it's only March.
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E-Commerce
Adtech, regulators react to Google's third-party cookie reversal
Following many delays and an alternative still in development, Google has relented to advertisers on the timing of depreciating third-party cookies.
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Customer Service & Contact Center News
Qualtrics releases employee, customer service AI agents
Qualtrics joins the agentic AI free-for-all in CX.
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Customer Experience Management Evaluate
Customer success vs. account management: How do they differ?
Customer success and account management strategies help organizations grow in different ways. Customer success focuses on loyalty, while account management focuses on revenue.
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Customer Data Management News
Salesforce Agentforce AI update targets healthcare
Salesforce customizes Agentforce for clinical care, public health and pharmaceuticals.
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CRM Tools & Strategy Get Started
What are the pros and cons of a CRM platform?
CRM platforms can improve CX, but they often require significant investment. CX leaders should understand the pros and cons of these platforms before purchasing.
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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.
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Customer Experience
Deliver a Greater Customer Service Experience with ServiceNow CSM
Learn how ServiceNow CSM can help you on your journey to provide the ultimate customer service experience.
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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.
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Customer success vs. account management: How do they differ?
Customer success and account management strategies help organizations grow in different ways. Customer success focuses on loyalty, while account management focuses on revenue.
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Top 10 loyalty program management software options
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CRM vs. CDP vs. DMP: What's the difference?
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12 top contact center platforms of 2025
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Problem Solve
Contact center fraud: How to detect and prevent it
Contact centers can be sitting ducks for fraudsters, but comprehensive agent training, authentication techniques and advanced technologies can protect businesses and customers.
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Why contact centers have high turnover and how to combat it
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10 strategies to improve contact center agent performance
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5 benefits and examples of phygital customer experience
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Manage
How to market a loyalty program effectively
Loyalty programs boost customer retention, but organizations must first convince customers to sign up. Marketers can incentivize referrals and use mobile apps to gain enrollment.
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How to use IoT for marketing
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Free event marketing plan, with a template
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How to avoid and remove malvertising
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Customer Experience Basics
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Get Started
What are the pros and cons of a CRM platform?
CRM platforms can improve CX, but they often require significant investment. CX leaders should understand the pros and cons of these platforms before purchasing.
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Get Started
How to choose the right CRM software for your organization
Choosing the right CRM software can be daunting for organizations. These seven steps and best practices ensure the search, adoption and deployment processes go smoothly.
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What is quality of experience (QoE or QoX)?
Quality of experience (QoE or QoX) is a measure of the overall level of a customer's satisfaction and experience with a product or service and the vendor that's providing that product or service.
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The evolution of chatbots and generative AI
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The history and evolution of CRM
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Marketing and sales
Adobe joins agentic AI fray with platform, prebuilt agents
2025 is the Year of Agentic AI -- and it's only March.
-
Customer service and contact center
Qualtrics releases employee, customer service AI agents
Qualtrics joins the agentic AI free-for-all in CX.
-
Customer service and contact center
Genesys, Google add to contact center generative AI services
Genesys and Google roll out their next wave of AI tools for customer service.
Search Customer Experience Definitions
- What is quality of experience (QoE or QoX)?
- What is voice of the customer? A guide to VOC Strategy
- What is high-touch customer service?
- What is CRM (customer relationship management)?
- What is a customer journey map?
- What is account mapping, and why do you need it (with template)?
- What is account-based selling? Everything you need to know
- What is interactive voice response (IVR)?