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Multi-channel customer experience management News
April 06, 2018
Heading into the 2017 season, the NFL made a concentrated effort to better understand its data and its audience. It turned to data governance and Adobe Audience Manager.
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 07, 2017
As Trump negates regulations against mining of customer data, consumers are mixed when it comes to trusting AI to act on those insights, Pegasystems research shows.
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Of the three words that comprise customer relationship management, one word binds the other two. As necessity and competition dictate that CRM upgrade itself with artificial intelligence and flights to the cloud, what counts most in ... 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
Chatbots may never replace humans at call centers. But they can alleviate high call volumes and route queries to humans when they're too thorny for automated responses. Continue Reading
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Responding to positive and negative customer inquiries on social media is important, industry experts say, and that can go far in retaining customers and promoting your brand. Continue Reading
AI tools in CRM help companies deliver hyper-personalized customer experiences but prevent customers from actually having personal interactions with service agents. Continue Reading
It might seem like contact centers are all being automated by AI chatbots, but for now, the jobs of human agents are still safe while all the kinks are worked out. Continue Reading
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CRM for today's businesses means AI chatbots, data mining, marketing personalization and equipping call centers to handle the many channels available to customers. Continue Reading
So you've built a great augmented reality platform for consumers at play or field staff at work. Now, all you need is to find and catalog the content to populate it. 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
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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
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