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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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Small customer data platforms fend off big tech with service, features

With Microsoft, Oracle and Adobe releasing customer data platforms, to be followed by Salesforce and SAP, small CDPs defend their turf with more features, better service and pricing

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Definitions
  • 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.

  • Adobe Experience Platform

    Adobe Experience Platform, formally known as Adobe Cloud Platform, is a suite of customer experience management (CEM) services and tools.

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

  • 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.

  • Adobe Experience Platform

    Adobe Experience Platform, formally known as Adobe Cloud Platform, is a suite of customer experience management (CEM) services and tools.

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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

  • Adobe Experience Platform

    Adobe Experience Platform, formally known as Adobe Cloud Platform, is a suite of customer experience management (CEM) services and tools.

  • account-based experience (ABX)

    Account-based experience (ABX) is a methodology in which separate teams in an organization work closely with one another to ensure all brand interactions are focused on the end user.

  • customer experience (CX)

    Customer experience (CX) is the sum total of customers’ perceptions and feelings resulting from interactions with a brand’s products and services.

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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 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

  • booking engine

    A booking engine is a software as a service (SaaS) application used by hospitality businesses to provides guests with the opportunity to reserve a property online. In computer programming, an engine is a program that performs a core or essential function for other programs.

  • call center

    A call center is a centralized department to which phone calls from current and potential customers are directed.

  • Salesforce Customer 360

    Salesforce Customer 360 is a cross-cloud customer data platform used to improve the consistency and collaboration among B2C marketing, commerce and service applications.

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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

  • 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.

  • audio content

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

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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

  • spyware

    Spyware is a type of malicious software -- or malware -- that is installed on a computing device without the end user's knowledge.

  • application whitelisting

    Application whitelisting is the practice of specifying an index of approved software applications or executable files that are ...

  • botnet

    A botnet is a collection of internet-connected devices, which may include PCs, servers, mobile devices and internet of things ...

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

  • DRAM (dynamic random access memory)

    Dynamic random access memory (DRAM) is a type of semiconductor memory that is typically used for the data or program code needed ...

  • RAID 10 (RAID 1+0)

    RAID 10, also known as RAID 1+0, is a RAID configuration that combines disk mirroring and disk striping to protect data.

  • PCIe SSD (PCIe solid-state drive)

    A PCIe SSD (PCIe solid-state drive) is a high-speed expansion card that attaches a computer to its peripherals.

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