Customer Experience Management

Latest Headlines

Latest Headlines

How AI informs the customer service experience

Delivering an excellent customer service experience involves a lot of moving parts. From technical tools to carefully crafted content, a great deal goes into hitting a constantly moving target. One of the biggest components lies in correctly interpreting and using the data your company passively and actively collects during customer engagements. Blend that data with artificial intelligence technology, and you just may have a recipe for success.  

CXM advice: Just because you can doesn't mean you should

It's hard to argue with customer experience strategies that help engage customers where they are and provide information right when they need it.  But there's such a thing as taking a good idea too far.

Report: Poor product content undermining consumer trust

You can spend all the time in the world managing the customer experience, but if your product content isn't up to snuff, you could lose the customers you worked so hard to get.

From mailroom to boardroom, CXM is everybody's job... or is it?

It's possible to take a good idea too far.

Telerik Sitefinity's latest CMS update adds improves digital marketing toolset

A recent update to content management platform Telerik Sitefinity boosted its digital marketing toolset to offer better personalized content options and improved customer engagement options. It also includes extended support for Amazon Cloud and Microsoft Azure Web App.

How email torpedoes your customer experience management strategy

Just when you think you have your customer experience management strategy under control, along comes something else to worry about: Email.

Jive-x helps companies turn customers into advocates

If giving your customers an excellent brand experience is a touchdown, turning them into brand advocates is the field goal. And Jive Software's newest release of Jive-x wants to help you score those extra points. The company's flagship community platform got a boost this week with the launch of a new brand advocacy component along with a few other updates.

OpenText teams with SAP for personalized omni-channel content delivery

The partnership between OpenText and SAP hybris Solutions helps organizations target their digital assets where they'll do the most good.

Tapping into the emotions of the customer experience

Customer experience management company SandSIV released a white paper earlier this month that takes a look at what happens when organizations overlook the emotional aspect of transactions with their target demographic.

Customer experience management platforms aren't a panacea

Marketers have moved beyond the simple desire to provide excellent customer service and now obsess over the customer experience, also called CX. Gallup researchers said they've "observed a growing arms race among brands to implement bigger and better customer experience platforms." They noted CX platforms and the data they provide are great but aren't enough to provide the level of customer experience brands strive for.