Multi-channel customer experience management News
December 02, 2016
Experts held forth on the promise and pitfalls of technologies that are changing today's environment at the Gilbane conference.
November 29, 2016
HubSpot CEO Brian Halligan recently outlined research on how the sales cycle has changed: Supply is up, demand is down and the cold call is dead.
June 16, 2016
There are a number of tools that help companies collect and analyze customer data behind the scenes, but the most valuable interactions may happen out in the open on social media.
April 06, 2016
Although consumers have been reticent about digital payments, new services -- such as Venmo and blockchain -- are making the benefits of mobile payments difficult to deny.
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Oracle Commerce Platform is omnichannel technology that integrates customer data into a 360-degree customer view. Find out more in this definition. Continue Reading
SAP Beyond CRM connects a customer's interactions and data, regardless of where transactions take place. Continue Reading
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
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Salesforce IoT Cloud came on the scene to great fanfare, but users are still struggling with how to make meaningful use of the data. Continue Reading
With the ERP-CRM integration, Microsoft may have a leg up in the Salesforce arena, where Salesforce has dominated in CRM but hasn't grabbed a foothold in the ERP space. Continue Reading
SAP's Beyond CRM initiative and Salesforce's Commerce Cloud are going after customer data silos and trying to create a truly omnichannel picture. Continue Reading
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Predictive analytics aren't just for the private sector. Government agencies are tapping into analytics to gain more lead time in determining demand for services. Continue Reading
Integrating IoT analytics with supply chain management helps create an efficient and successful customer experience by utilizing data insight not found anywhere else. Continue Reading
IoT analytics helps companies create a better customer experience by providing quality data that allows for the reduction of costs and a more efficient work day. Continue Reading
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Companies still need to be convinced that content marketing strategies are must-haves in the marketing toolkit. Continue Reading
Companies today know they can't get by with just a call center. And they know adding a website alone won't help much. They know where it's at: to improve customer experience, they'll also need a social media presence, a mobile app -- and they'll ... Continue Reading
At the ICMI Contact Center Expo, users were interested in how to make their centers more efficient while serving customers in whatever channel they choose. Continue Reading