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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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Businesses use mystery shopping platforms, comment cards, brand reputation management and more to identify customer pain points and improve customer experience. Continue Reading
Chat channels are technologies enabling companies to engage with customers in live conversations. Continue Reading
Conversational commerce is the process of interacting with a brand or buying a product or service through non-traditional channels, such as voice assistants, SMS text and online and social media chat. Continue Reading
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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
As chatbots begin to replace email as the go-to customer service channel, more and more companies are using AI and natural language processing to improve their chat services. Continue Reading
Retailers like Hershey's are experimenting with augmented reality to take the customers' experience beyond a smartphone screen and drop it into their living rooms. 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
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
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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
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