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Customer experience management strategy News
June 19, 2017
Sprint CMO Roger Sole shares his company's reboot story and explains how technology is radically changing his department's approach to marketing.
May 02, 2017
In strikingly similar moves, CRM rivals Oracle and Pegasystems provide support for new Google Home, Amazon Alexa and Facebook Messenger channels driven by AI, APIs.
March 15, 2017
The purchase of Tagga is expected to help Campaign Monitor combine cloud email marketing with CRM. Less costly, more personalized marketing campaigns will be possible.
February 01, 2017
The Salesforce flavor of artificial intelligence, Einstein, is trying to bring practical productivity to everyday tasks, but can it prevail over long-standing competition?
Customer experience management strategy Get Started
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A virtual agent (sometimes called an intelligent virtual agent, virtual rep or chatbot) is used to describe a program based in artificial intelligence (AI) that provides automated customer service. Continue Reading
A contact center -- also referred to as a customer interaction center or e-contact center -- is a central point from which all customer contacts are managed. Continue Reading
Social CRM, or social relationship management, is customer relationship management and engagement fostered by communication with customers through social networking sites, such as Twitter and Facebook. Continue Reading
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While blockchain platforms are still under construction and use cases are still being written, Hooters invests in its own. Others -- including employee rewards -- are to come. Continue Reading
Companies are incorporating chatbots with natural language capabilities to help improve customer experiences, and they are starting to reap the rewards. Continue Reading
Integrating e-commerce and CRM will become the norm as B2B and B2C operations look to mobile-first marketing to close sales, keep up with Amazon and derive revenue from AI. Continue Reading
Manage Customer experience management strategy
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How much does the service and support team affect GDPR privacy mandates? Turns out, more than a little. A chat app developer's compliance journey uncovers some compliance tips. Continue Reading
Think you're ready to turn over some of your customer service responsibilities to virtual agents? An expert offers 10 tips for implementing chatbots. Continue Reading
Chatbots may seem basic or rudimentary now, but just wait: AI advancements will take virtual agents to new levels of competency to engage customers. Continue Reading
Problem Solve Customer experience management strategy Issues
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After decades of catering to the needs of known customers, outdoor retailers now see the light and are targeting old and new customers with data-driven marketing and sales initiatives. Continue Reading
Experts offer an abandoned call formula and advice on what to include when calculating call abandonment rates. Continue Reading
The difference between traditional data governance and rules surrounding the mining of customer data is an extra layer to prevent the 'stalker effect' that turns away business. Continue Reading