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Customer experience management strategy News
March 06, 2018
By having a social media strategy in place, companies can quickly respond to customers' concerns through social media.
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.
Customer experience management strategy Get Started
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Customer experience management (CEM or CXM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization. Continue Reading
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
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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
Learn to apply best practices and optimize your operations.
Sales tech initiatives culminating with flipping the AI switch require operational and IT prep involving data aggregation, training salespeople and, possibly, shadow IT experiments. Continue Reading
Technologies such as augmented reality and AI in retail are becoming more important for brands looking to gain a selling edge. Tune in to the latest Pipeline podcast to learn more. Continue Reading
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
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