Customer experience management
Customer experience management involves the processes an organization uses to properly manage and track customer interactions and puts customers at the forefront of business decisions and marketing and sales plans. Here, find tips and guides to improve CXM and relevant CX news.
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Customer experience management News
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August 10, 2022
10
Aug'22
Oracle CX layoffs: What customers should do right now
After the turmoil that has hit Oracle's customer experience division, here's what current enterprise customers need to do next to preserve their technology investments.
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April 25, 2022
25
Apr'22
AI virtual assistant grooms skier experience at Snowbird
Using an AI-powered chatbot designed with the friendly likenesses of avalanche dogs, the famed Utah ski resort is able to quickly respond to customers' questions.
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April 01, 2022
01
Apr'22
ESPN improves app performance with Domo analytics tools
The sports broadcasting giant is using a customer care application developed with the analytics vendor's tools to improve its app performance and streaming capabilities.
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March 30, 2022
30
Mar'22
New Google Cloud retail tool targets search abandonment
The new tool is aimed at providing better results for online shoppers. It understands user intent and context, provides results for broad inquiries, and includes semantic search.
Customer experience management Get Started
Bring yourself up to speed with our introductory content
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4 types of loyalty programs and their benefits
Loyalty programs can improve brand recognition, increase sales and emphasize an organization's values. Get an in-depth look at four loyalty programs and what they offer. Continue Reading
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What is user-generated content and why is it important?
User-generated content (UGC) is published information that an unpaid contributor provides to a website. Continue Reading
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Daylight Saving Time (DST)
Daylight Saving Time (DST) is the practice of turning the clock ahead as warmer weather approaches and back as it becomes colder again. Continue Reading
Evaluate Customer experience management Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
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The link between employee experience and customer experience
A customer's experience with an organization is only as good as an employee's experience. Business leaders should know that empathy is key to employee and customer success. Continue Reading
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Compare pros and cons of live chat vs. phone support
Phone support offers personalized experiences, but live chat agents can answer simple inquiries more quickly. See how these service channels stack up against each other. Continue Reading
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7 reasons why businesses need mobile apps
Mobile apps can build loyal customer bases, provide insightful customer data and more. Businesses should understand the many ways these apps can enhance CX. Continue Reading
Manage Customer experience management
Learn to apply best practices and optimize your operations.
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Understanding the customer journey on a mobile app
Customers' journeys can vary based on the channels they use to interact with brands. For mobile apps, points of purchase, UX and easy onboarding are critical. Continue Reading
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9 social media trends in 2022
Social media is constantly changing. Using some of the latest trends -- such as social listening and short videos -- can help a company stand out. Continue Reading
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5 customer journey phases for businesses to understand
The customer journey contains several stages -- from the presale stage of awareness to post-sale advocacy -- and understanding each phase is key to business success. Continue Reading
Problem Solve 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.
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8 customer service challenges and how to resolve them
The most important skill for a customer service agent to learn is empathy. That, plus a well-crafted customer service plan, can solve nearly any problem that arises. Continue Reading
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Diversity in customer experience hinges on root-cause analysis
Sandra Mathis and Stephanie C. Harris discuss diversity and inclusion, and the necessity of addressing them at an internal level before customers see change. Continue Reading
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8 CX challenges facing organizations and how to address them
There are many barriers to effective CX initiatives, but most revolve around communication on both the consumer and enterprise sides of the equation. Continue Reading