New & Notable
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.
Multi-channel customer experience management Get Started
Bring yourself up to speed with our introductory content
Today's customers expect customized, curated digital experiences. Learn how to deliver what customers need and stay ahead of the competition. Continue Reading
Web content management platforms, customer data platforms and matchmaking can all help companies create and implement a personalized customer journey savvy consumers demand. Continue Reading
Do you know the difference among traditional, decoupled and headless CMS? Test your knowledge of web content management systems with this quiz. Continue Reading
Evaluate Multi-channel customer experience management Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
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. Continue Reading
CRM and CX seem very similar, but examining the principles of each shows emerging CX approaches focus on customer retention. We compare and contrast the two. Continue Reading
Robert Johnson of TeamSupport and Sandy Crowley of ICANotes offer tips on how B2B companies can use automation to supplement human customer support services. Continue Reading
Manage Multi-channel customer experience management
Learn to apply best practices and optimize your operations.
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
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 throughout the customer lifecycle. Continue Reading
Problem Solve Multi-channel 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.
Businesses use mystery shopping platforms, comment cards, brand reputation management and more to identify customer pain points and improve customer experience. Continue Reading
Customers have come to expect brands to provide omnichannel customer service, but many companies are still overwhelmed by the idea of introducing new channels and training agents. Continue Reading
CRM pros from Wendy's, Chamberlain Group and DoorDash offer tips for integrating Salesforce AI and social media channels to create a successful digital CX strategy. Continue Reading