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Avaya looks ahead with acquisition, cloud CX, RingCentral deal
Rumors of Avaya's demise have been greatly exaggerated, CEO Alan Masarek assures longtime customers while making acquisitions, partnership deals and building a SaaS CX stack.
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Genesys debuts customer service GenAI, journey management
Customer journey management and a bevy of generative AI tools, including more trademark empathy detection, were added to Genesys Cloud's contact center platform.
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Customer experience vs. user experience: What's the difference?
Customer and user experiences sound similar, but they serve different purposes. Together, they can improve organizations' relationships with customers.
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Salesforce adds generative AI tools to Education Cloud
Customers discuss Salesforce's GenAI push into education with features that target business process automation for K-12 and college students and administrators.
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Marketing & Sales Manage
How to optimize for the zero moment of truth
A zero moment of truth shapes CX, yet many organizations don't know they have control over it. Learn how to tackle the zero moment of truth expertly.
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E-Commerce News
SAP Emarsys launches Product Finder AI shopping tool
SAP Emarsys moves deeper into generative AI with Product Finder, a product recommendation tool that promises to improve e-commerce and marketing message relevancy.
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Customer Service & Contact Center News
Avaya looks ahead with acquisition, cloud CX, RingCentral deal
Rumors of Avaya's demise have been greatly exaggerated, CEO Alan Masarek assures longtime customers while making acquisitions, partnership deals and building a SaaS CX stack.
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Customer Experience Management Get Started
Customer experience vs. user experience: What's the difference?
Customer and user experiences sound similar, but they serve different purposes. Together, they can improve organizations' relationships with customers.
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Customer Data Management News
MuleSoft integration tackles EDI supply chain data issues
Salesforce integrates EDI data into its platform for users who deal with many suppliers -- or distributors -- with MuleSoft in an attempt to solve an age-old integration snafu.
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CRM Tools & Strategy News
Sprinklr's AI digital twin for CX emulates whole companies
Sprinklr CEO Ragy Thomas 'bets the company' on its moonshot digital twin technology that emulates a whole customer's organization, with AI assistance, to complete CX tasks.
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Marketing automation checklist for beginners
How can SMBs and small marketing teams develop a proper marketing automation strategy? With a checklist. Here's what to include in a checklist for a successful strategy.
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Will AI replace customer service reps?
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Zendesk users get generative AI infusion for customer service
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How agent assist technology works in the contact center
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Problem Solve
5 benefits and examples of phygital customer experience
Modern customers expect brands to blend physical and digital channels for seamless CX -- often called phygital experiences. In turn, it helps businesses learn more about customers.
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How to create an omnichannel marketing strategy
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How to find the customer journey moments of truth
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6 challenges of omnichannel marketing
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Customer experience vs. user experience: What's the difference?
Customer and user experiences sound similar, but they serve different purposes. Together, they can improve organizations' relationships with customers.
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How to optimize for the zero moment of truth
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6 real-life examples of effective diversity marketing
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8 free marketing automation tools for SMBs
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Customer Experience Basics
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Customer experience vs. user experience: What's the difference?
Customer and user experiences sound similar, but they serve different purposes. Together, they can improve organizations' relationships with customers.
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chatbot
A chatbot is a software or computer program that simulates human conversation or "chatter" through text or voice interactions.
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An overview of Microsoft Dynamics 365
Dynamics 365 unites various CRM and ERP tools into one platform. CRM apps include Dynamics 365 Sales and Customer Service, and ERP tools include Finance and Commerce.
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The evolution of chatbots and generative AI
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The history and evolution of CRM
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Customer data management
MuleSoft integration tackles EDI supply chain data issues
Salesforce integrates EDI data into its platform for users who deal with many suppliers -- or distributors -- with MuleSoft in an attempt to solve an age-old integration snafu.
-
Customer service and contact center
Avaya looks ahead with acquisition, cloud CX, RingCentral deal
Rumors of Avaya's demise have been greatly exaggerated, CEO Alan Masarek assures longtime customers while making acquisitions, partnership deals and building a SaaS CX stack.
-
Customer service and contact center
Genesys debuts customer service GenAI, journey management
Customer journey management and a bevy of generative AI tools, including more trademark empathy detection, were added to Genesys Cloud's contact center platform.