New & Notable
Omnichannel Customer Experience News
July 20, 2018
Salesforce continues piecing together its Marketing Cloud -- this time with the $800 million acquisition of Datorama, an AI marketing software company.
July 27, 2017
With the latest upgrades, Service Cloud Lightning enables easier contact center customization and provides a mobile app for agents.
March 23, 2017
Showing incremental improvement and investing over time are keys to successful cloud implementations, especially in government.
December 21, 2016
Dufl and Kone are both on the move with their operations and are trying to create a solid customer experience by combining data from various back-office systems.
Omnichannel Customer Experience Get Started
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The 'CRM platform wars' aren't as hot as, say, the tech battle between smartphone OS vendors. But Oracle, SAP, Salesforce and Microsoft want your business. Continue Reading
Customer engagement is the means by which a company creates a relationship with its customer base to foster brand loyalty and awareness Continue Reading
New technologies such as artificial intelligence, virtual reality and customer personalization bridge the gap between online and offline sales and create new e-commerce experiences. Continue Reading
Evaluate Omnichannel Customer Experience Vendors & Products
Weigh the pros and cons of technologies, products and projects you are considering.
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
Vendors claim consumers want self-service chatbots. Turns out they'd rather scrub toilets or go to the dentist than converse with customer service in general, bots included. Continue Reading
Amid a flurry of acquisitions, Salesforce signaled its intention to expand customer management into retail, where e-commerce functionality from Demandware can strengthen service. Continue Reading
Manage Omnichannel Customer Experience
Learn to apply best practices and optimize your operations.
The customer relationship manager has a challenging and ever-evolving role to play when it comes to optimizing the customer experience. Continue Reading
There are several factors that go into deciding where to spend your CRM budget. Here's a breakdown of the big four CRM platforms to help you better understand your choices. Continue Reading
It's hard to prescribe exactly how to integrate social channels with CRM. Your business model -- and finding where your customers hang out -- will show the way. Continue Reading