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Customer experience management News
November 03, 2017
The Dreamforce 2017 conference took place in San Francisco on Nov. 6-9.
September 13, 2017
If your company wants to tap into the emotion and sentiment customers display on social media, social media mapping may be the answer. Learn about one company's approach.
June 30, 2017
In UC news, Avaya announces a platform that combines Oceana and Breeze for omnichannel customer engagement, while a credit union deploys Vidyo for video-banking services.
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.
Customer experience management Get Started
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A conversational user interface is the ability of artificial intelligence-supported chatbots to have verbal and written interactions with human users. 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 chatbot is a computer program that attempts to simulate the conversation of a human being via text or voice interactions. Continue Reading
Evaluate Customer experience management Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
Before purchasing social CRM software, learn the important tools and services you should be looking for and which of today's leading vendors offer them. Continue Reading
Between new GDPR email marketing regulations and questions about AI, the marketing automation trends to watch might include an AI slowdown. Experts give mixed opinions. 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
Manage Customer experience management
Learn to apply best practices and optimize your operations.
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
Today, many companies market to broad segments because it's more efficient than one-to-one outreach. But each consumer has specific needs and wants. AI promises to fix this. Continue Reading
Problem Solve Customer experience management Issues
We’ve gathered up expert advice and tips from professionals like you so that the answers you need are always available.
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
Call center agents need to make sure they have the skills for which hiring managers are looking. Here are the top call center agent job skills you'll need to land a job in a contact center. Continue Reading
Experts offer an abandoned call formula and advice on what to include when calculating call abandonment rates. Continue Reading