SearchCustomerExperience

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

• chief experience officer (CXO)

  A chief experience officer (CXO) is an executive who ensures positive interactions with an organization's external customers. 

• Direct-to-Consumer (D2C or DTC)

  D2C (Direct-to-consumer, or Direct2Consumer) is a type of business-to-consumer (B2C) retail sales strategy where a business will build, market, sell and ship a product directly to the customer.

• liaison officer

  A liaison officer is an employee who is responsible for establishing a positive working relationship between two or more people, organizations or agencies, typically with the goal of working through a mutual problem or concern.

Highlights

• How data from APM tools helps businesses improve CX
• Pega Academy goes free with Trailhead-like badges
• Brands focus on messaging, empathy in crisis marketing mode

More CX Topics

• Customer engagement
• Customer experience best practices
• Customer journey mapping
• Customer loyalty and retention
• Customer success management
• Social media customer experience
• Voice of the customer

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.

Highlights

• Pega Academy goes free with Trailhead-like badges
• Salesforce coronavirus contact tracing platform goes national
• Salesforce Lightning App Builder adds low-code forms features

More CRM Topics

• CRM careers and certifications
• CRM strategy and implementation
• Microsoft Dynamics CRM
• Oracle CRM
• Salesforce CRM
• SAP CRM

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.

Highlights

• How data from APM tools helps businesses improve CX
• Pega Academy goes free with Trailhead-like badges
• 4 best practices for call center management

More Customer service Topics

• AI for customer service
• Contact center management
• Contact center software and applications
• Customer self-service
• Omnichannel customer service

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.

Highlights

• 4 ways CX is central to digital transformation in retail
• Building a successful CX governance operating model
• ServiceNow CSM navigates pandemic, partners with Adobe

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.

Highlights

• Facebook Shops, Salesforce deliver quick e-commerce tools
• 6 key benefits of headless commerce
• Salesforce Lightning App Builder adds low-code forms features

More E-Commerce Topics

• E-commerce platforms & strategies
• Social commerce

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

• 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.

• 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.

Highlights

• 4 tips for creating a content marketing SEO strategy
• Brands focus on messaging, empathy in crisis marketing mode
• RevOps strategy keeps B2B sales moving during pandemic

More Marketing automation Topics

• AI marketing
• Marketing automation
• Personalized marketing

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.

Highlights

• RevOps strategy keeps B2B sales moving during pandemic
• Building a successful CX governance operating model
• 3 key training areas for remote sales success

More CRM for sales Topics

• AI for sales
• Sales enablement tools