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SearchCustomerExperience

SearchCustomerExperience is a free online resource dedicated to serving the needs of contact center managers, sales and client representatives, marketers, customer service agents, social media coordinators, digital content strategists and other tech-savvy business professionals.

You'll find a daily dose of news, expert tips, quizzes, photo stories and discussion forums to help navigate your CX technology strategy, foster brand loyalty, deliver a more personalized customer experience, generate quality leads, incorporate AI and intelligent technologies, drive sales through social media, measure call center metrics, refine data and improve e-commerce.

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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.

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Definitions
  • virtual agent

    A virtual agent (sometimes called an intelligent virtual agent, virtual rep or chatbot) is a software program that uses scripted rules and, increasingly, artificial intelligence applications to provide automated service or guidance to humans.

  • chatbot

    A chatbot -- sometimes referred to as a chatterbot -- is programming that simulates the conversation or "chatter" of a human being through text or voice interactions.

  • contact center

    A contact center -- also referred to as a customer interaction center or e-contact center -- is a central point from which all customer interactions across various channels are managed.

Browse CustomerExperience Topics

Customer data

Customer data management includes monitoring data integrity, privacy and security for CRM platforms, and for some organizations, separate customer data platforms, while maintaining updated, compliance customer records across sales, marketing service and e-commerce operations.

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  • actionable insights

    Actionable insights are conclusions drawn from data that can be turned directly into an action or a response.

  • real-time analytics

    Real-time analytics is the use of data and related resources for analysis as soon as it enters the system.

  • market segmentation

    Market segmentation is a marketing strategy that uses well-defined criteria to divide a brand's total addressable market share into smaller groups.

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CX

Customer experience management fosters inbound marketing, sales automation, service and repeat business. Read the latest technology news, information and best practices to shape your customer experience strategy.

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  • contact center

    A contact center -- also referred to as a customer interaction center or e-contact center -- is a central point from which all customer interactions across various channels are managed.

  • cost per engagement (CPE)

    Cost per engagement (CPE) is an advertising pricing model in which digital marketing teams and advertisers only pay for ads when users interact with their campaign in some way.

  • BOPUS (buy online, pick up in-store)

    BOPUS -- or buy online, pick up in-store -- is a business model that allows consumers to shop and place orders online and then pick up their purchases in the brick-and-mortar store, often within the same day.

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CRM

Customer relationship management (CRM) platforms remain the foundation of sales and service for most businesses. See how this mature technology is adapting to the era of customer experience management.

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  • Salesforce Blockchain

    Salesforce Blockchain is a distributed ledger platform designed for customer relationship management (CRM).

  • Salesforce.org

    Salesforce.org is a social enterprise from American based cloud computing company Salesforce.com that delivers technology, grants and volunteering programs to nonprofit and educational organizations.

  • point of sale platform

    A point of sale platform is software that supports the completion of a retail transaction.

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Customer service

Customer service strategy drives customer service technology purchasing. Learn how customer service and support team leaders create customer experiences that drive loyalty and retention, serving their customers on a variety of platforms and channels.

Recent Definitions

  • virtual agent

    A virtual agent (sometimes called an intelligent virtual agent, virtual rep or chatbot) is a software program that uses scripted rules and, increasingly, artificial intelligence applications to provide automated service or guidance to humans.

  • chatbot

    A chatbot -- sometimes referred to as a chatterbot -- is programming that simulates the conversation or "chatter" of a human being through text or voice interactions.

  • contact center

    A contact center -- also referred to as a customer interaction center or e-contact center -- is a central point from which all customer interactions across various channels are managed.

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DX

Digital experience platforms bring together content, data, marketing and AI to bring products and services to life in online environments, regardless of the device a customer uses. Read up on how forward-thinking brands use customer experience platforms to get the edge on competitors.

Recent Definitions

  • audio content

    Audio content is any type of published material or information that is consumed through listening.

  • autoresponder

    An autoresponder is a computer program that automatically sends an email, SMS or a series of emails to a contact list subscriber based on time or event triggers.

  • customer communications management (CCM)

    Customer communications management (CCM) is the administration of outbound communications to customers that includes the creation, delivery and storage of all types of communications.

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E-Commerce

E-commerce, a growing extension of marketing automation and sales automation, drives sales by closing the deal through automated payments via e-commerce platforms. Here, find the latest news and strategies for deploying e-commerce business.

Recent Definitions

  • headless commerce (headless e-commerce)

    Headless commerce, also called headless e-commerce, is a platform architecture that decouples the front end of an e-commerce website with the back end.

  • market basket analysis

    Market basket analysis is a data mining technique used by retailers to increase sales by better understanding customer purchasing patterns.

  • point of sale platform

    A point of sale platform is software that supports the completion of a retail transaction.

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Marketing automation

Increasingly sophisticated digital marketing platforms drive inbound marketing and create initial and repeat sales, sometimes without human interaction. We cover the latest digital marketing tools and techniques, driven by marketing automation software.

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  • owned media/earned media/paid media

    Owned, earned and paid media are three different types of advertising content used by digital marketing teams to create a complete and effective marketing strategy.

  • progressive profiling

    Progressive profiling is a marketing technique that involves gradually collecting information about leads, or prospective customers, with iterative releases of forms asking questions intended to advance the sales cycle.

  • cinemagraph

    A cinemagraph is an image that combines still photography with active video to create a picture that contains a small moving element while the rest is frozen.

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CRM for sales

Sales automation and other sales technology open the door to new potential revenue, especially when paired with AI and other cloud customization tools that can personalize content and choose the next-best action to move sales along. Read about the latest sales technology tools driving bottom line benefits.

Recent Definitions

  • TAM SAM SOM

    TAM SAM SOM is a set of acronyms used to quantify the business opportunity for a brand in a given market.

  • sales automation tools

    Sales automation tools relieve sales agents of tasks that take them away from interacting with current and potential customers.

  • point of sale platform

    A point of sale platform is software that supports the completion of a retail transaction.

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SearchCompliance

  • risk management

    Risk management is the process of identifying, assessing and controlling threats to an organization's capital and earnings.

  • compliance as a service (CaaS)

    Compliance as a Service (CaaS) is a cloud service service level agreement (SLA) that specified how a managed service provider (...

  • data protection impact assessment (DPIA)

    A data protection impact assessment (DPIA) is a process designed to help organizations determine how data processing systems, ...

SearchSecurity

  • cybersecurity insurance (cybersecurity liability insurance)

    Cybersecurity insurance, also called cyber liability insurance or cyber insurance, is a contract that an entity can purchase to ...

  • phishing

    Phishing is a form of fraud in which an attacker masquerades as a reputable entity or person in email or other communication ...

  • cybercrime

    Cybercrime is any criminal activity that involves a computer, networked device or a network.

SearchHealthIT

SearchDisasterRecovery

  • business continuity plan (BCP)

    A business continuity plan (BCP) is a document that consists of the critical information an organization needs to continue ...

  • disaster recovery team

    A disaster recovery team is a group of individuals focused on planning, implementing, maintaining, auditing and testing an ...

  • cloud insurance

    Cloud insurance is any type of financial or data protection obtained by a cloud service provider. 

SearchStorage

  • NVMe over Fabrics (NVMe-oF)

    NVMe over Fabrics, also known as NVMe-oF and non-volatile memory express over fabrics, is a protocol specification designed to ...

  • logical unit number (LUN)

    A logical unit number (LUN) is a unique identifier for designating an individual or collection of physical or virtual storage ...

  • CIFS (Common Internet File System)

    CIFS (Common Internet File System) is a protocol that gained popularity around the year 2000, as vendors worked to establish an ...

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