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Adobe significantly expands CX play
Adobe Experience Platform (formerly Adobe Cloud Platform) focus of Summit, as analytics, AI and open-data initiatives with Microsoft and SAP converge.
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How data science improves customer experience strategy
CX teams don't traditionally include the data scientist role, but adding one can help derive more value from customer data than a CX analyst or canned analytics software can.
News
Microsoft adds more capabilities for government agencies
U.S. government agencies are undergoing a digital transformation, and Microsoft hopes that upgrades to its Government Cloud lineup will make its platform part of that change.
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Q&A: How to navigate a crowded CRM industry
SaaS consultancy Lunar goes over the dos and don'ts for choosing a CRM system, whether you're licensing one for the first time or migrating to a new system.
How to Use AI to Transform Your CX strategy
In this exclusive guide, explore AI systems from Pega, Oracle, Salesforce and SAP, how to nail your AI strategy to avoid expensive mistakes, how text analytics, sentiment analysis, speech analytics and natural language processing improve CX, and more.
Trending Topics
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CEM across channels Evaluate
What is the role of a chief customer officer?
The chief customer officer serves in many capacities, some of which include overseeing customer experience, sales, and service and support contacts, as well as unifying customer contact.
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Management strategies Evaluate
CRM pay for technical skills has ups and downs
Premium pay for skilled IT jobs remained largely unchanged heading into 2018, but workers will still be rewarded for CRM certification, according to Foote Partners' latest research.
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CEM strategy Evaluate
How data science improves customer experience strategy
CX teams don't traditionally include the data scientist role, but adding one can help derive more value from customer data than a CX analyst or canned analytics software can.
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SaaS and cloud costs News
SaaS CRM license renewals not always easy
Companies that got a discount with their initial SaaS CRM implementation may not get the same kind of treatment when they renew their SaaS CRM license three years later, but the buyer still has the upper hand.
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Data governance Manage
What to expect from a data protection officer
The GDPR's data protection officer mandate gives the EU a point person for compliance complaints, but not all companies need one. See when DPOs are required and what they do.
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Strategy and effectiveness Get Started
Sales enablement drives growth within the enterprise
Sales enablement consists of tools and processes that can help sales agents succeed in their roles, including training, resource availability and team involvement.
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Call center management and customer service (8) +
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CRM and marketing (6) +
CRM learning center
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CRM management (5) +
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CRM technology and software decisions (8) +
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Customer data management (6) +
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Software as a Service CRM and CRM on demand (5) +
Featured Authors
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Don Fluckinger asks:
How would an AWS DCX competency make your organization more likely to try a customer experience tech vendor?
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If your organization uses the Adobe Experience Platform or plans to adopt it, what was the feature or capability that drove you to select it?
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Evaluate
How data science improves customer experience strategy
CX teams don't traditionally include the data scientist role, but adding one can help derive more value from customer data than a CX analyst or canned analytics software can.
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Televerde's new CEO discusses company's future
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Televerde CEO, COO on prison call centers
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6 reasons why self-service platforms frustrate users
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Problem Solve
4 barriers to effective CX initiatives
There are many barriers to effective CX initiatives, but most revolve around communication, on both the consumer and enterprise sides of the equation.
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Britam revamps customer engagement with Liferay portals
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5 common CX issues that plague customer support
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How to anticipate and mitigate customer dropouts
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Social CRM's new rules and strategies
Social CRM continues to evolve, using additional social media channels and techniques such as social media mining, advertising and listening.
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How to create an effective CX team
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Online training academies become efficient with LMS
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CRM (customer relationship management)
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E-Handbook | January 2019
CRM and CX management at crossroads in the customer journey
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E-Handbook | October 2018
Customers buy more and more into voice shopping
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E-Handbook | June 2018
Tips and tricks for interacting with customers on social media
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E-Handbook | April 2018
Marketing automation platforms merge CRM and content
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E-Handbook | February 2018
Virtual agents not yet ready for primetime customer service
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CRM / Call Center Basics
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Get Started
Q&A: How to navigate a crowded CRM industry
SaaS consultancy Lunar goes over the dos and don'ts for choosing a CRM system, whether you're licensing one for the first time or migrating to a new system.
-
Get Started
Sales enablement drives growth within the enterprise
Sales enablement consists of tools and processes that can help sales agents succeed in their roles, including training, resource availability and team involvement.
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Get Started
microsegmentation
Microsegmentation, also known as security segmentation, is a process used by network security professionals to break a network into smaller pieces in order to make it easier to keep the overall system secure.
Multimedia
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Where AI and dynamic pricing meet
Vendor Resources
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News
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Customer experience management
AWS certifies CX vendors in its cloud
The AWS Digital Customer Experience Competency for content management, e-commerce, service and marketing automation certifies partners for infrastructure and security to create cloud CX.
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Customer experience management
Adobe significantly expands CX play
Adobe Experience Platform (formerly Adobe Cloud Platform) focus of Summit, as analytics, AI and open-data initiatives with Microsoft and SAP converge.
-
Microsoft CRM
Microsoft adds more capabilities for government agencies
U.S. government agencies are undergoing a digital transformation, and Microsoft hopes that upgrades to its Government Cloud lineup will make its platform part of that change.