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Marketers, stand down if your company cancels DEI programs
Boycott or buycott, marketers need to sit this one out.
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Amplitude voice of the customer capability targets 'rage close'
Amplitude rolls out VOC features from Command AI acquisition.
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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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Microsoft rolls out sales agents, connector to Salesforce
Microsoft joins the autonomous sales agent fray.
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Marketing & Sales News
Marketers, stand down if your company cancels DEI programs
Boycott or buycott, marketers need to sit this one out.
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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 Get Started
How to use ChatGPT for customer service
Customer service teams can use ChatGPT to automate tasks, generate responses to customer inquiries, summarize email threads and power human-like chatbots.
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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
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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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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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.
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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.
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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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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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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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Customer Experience Basics
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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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Get Started
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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VOC
Voice of the customer (VOC) is the component of customer experience (CX) that focuses on customer needs, wants, expectations and preferences.
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Marketing and sales
Amplitude voice of the customer capability targets 'rage close'
Amplitude rolls out VOC features from Command AI acquisition.
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Marketing and sales
Microsoft rolls out sales agents, connector to Salesforce
Microsoft joins the autonomous sales agent fray.
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CRM tools and strategy
Salesforce banking on autonomous agents with Agentforce 2dx
Salesforce keeps up torrid pace for agentic AI development.
Search Customer Experience Definitions
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- What is voice of the customer? A guide to VOC Strategy
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