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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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What to consider for a contact center remote working strategy

Colin Taylor suggests 11 areas that a good contact center work-from-home policy should address, including who provides equipment, workforce management, coaching and more.

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Definitions
  • content personalization

    Content personalization is a strategy that tailors webpages and other forms of content to individual users' characteristics or preferences.

  • Salesforce Service Cloud

    Salesforce Service Cloud is a customer relationship management (CRM) platform for customer service and support, based on the company's CRM software for sales professionals.

  • What is customer experience management (CEM or CXM)?

    Building brand loyalty among customers involves a customer-centric strategy and measuring feedback through voice of the customer data to improve customer experiences.

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.

Recent Definitions

  • customer journey map

    A customer journey map is a visual representation of the stages a customer goes through when interacting with a company.

  • buyer personas

    A buyer persona is a composite representation of a specific subdivision of a market segment.

  • actionable insights

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

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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.

Recent Definitions

  • Salesforce Service Cloud

    Salesforce Service Cloud is a customer relationship management (CRM) platform for customer service and support, based on the company's CRM software for sales professionals.

  • What is customer experience management (CEM or CXM)?

    Building brand loyalty among customers involves a customer-centric strategy and measuring feedback through voice of the customer data to improve customer experiences.

  • customer journey map

    A customer journey map is a visual representation of the stages a customer goes through when interacting with a company.

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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.

Recent Definitions

  • Salesforce Trailhead

    Trailhead is a series of online tutorials that coach beginner and intermediate developers who need to learn how to code for the Salesforce platform.

  • 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.

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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

  • B2C (Business2Consumer or Business-to-Consumer)

    B2C -- short for business-to-consumer -- is a retail model where products move directly from a business to the end user who has purchased the goods or service for personal use.

  • 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.

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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.

Recent Definitions

  • content personalization

    Content personalization is a strategy that tailors webpages and other forms of content to individual users' characteristics or preferences.

  • personalization engine

    A personalization engine is a tool used by businesses to collect and analyze customer behavior and data to create a customized user experience -- including special offers, product recommendations and automated marketing efforts -- in an e-commerce setting.

  • 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.

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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 assessment

    Risk assessment is the identification of hazards that could negatively impact an organization's ability to conduct business.

  • PCI DSS (Payment Card Industry Data Security Standard)

    The Payment Card Industry Data Security Standard (PCI DSS) is a widely accepted set of policies and procedures intended to ...

  • risk management

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

SearchSecurity

SearchHealthIT

  • telemedicine (telehealth)

    Telemedicine is the remote delivery of healthcare services, such as health assessments or consultations, over the ...

  • Project Nightingale

    Project Nightingale is a controversial partnership between Google and Ascension, the second largest health system in the United ...

  • medical practice management (MPM) software

    Medical practice management (MPM) software is a collection of computerized services used by healthcare professionals and ...

SearchDisasterRecovery

SearchStorage

  • hot plugging

    Hot plugging is the addition of a component to a running computer system without significant interruption to the operation of the...

  • M.2 SSD

    An M.2 SSD is a solid-state drive (SSD) that conforms to a computer industry specification and is used in internally mounted ...

  • kilobyte (KB or Kbyte)

    A kilobyte (KB or Kbyte) is a unit of measurement for computer memory or data storage used by mathematics and computer science ...

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