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SugarCRM digital self-service launch

SugarCRM Debuts New Digital Self-Service Capabilities

SugarCRM has announced digital self-service capabilities that are aimed at middle market business-to-business (B2B) companies.

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Saying no to customers

Steps for Saying ‘No’ to Customers While Maintaining a Good CX

The customer may always be right, but that does not mean it is always possible to say yes to every request or demand. And while most customers understand that there may be scenarios in which the organization or company cannot comply with their...

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SugarCRM: Provide a Great CX to Drive Sales and Retention

For many CX software vendors, their unique selling propositions often revolve around the feature sets and technical functions of their applications or platforms. In CX, many of these features are focused on providing greater automation, smoother...

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Customer support for product design problems

Mitigating Product Design Issues with CX

In an ideal world, a company’s products and services would be designed with feature sets, usability, and functionality tuned to each individual customer’s bespoke preferences and needs. Such a business model is neither economical nor practical,...

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Customer onboarding

Improving the Onboarding Process to Improve CX

For telecommunications companies—which are always in fierce competition to attract and retain customers—the onboarding process is the inflection point in the customer relationship. If the interaction goes smoothly, it can engender positive...

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Building a CX Team for Success

Building a CX Team for Success

Technology can be a critical tool to enable cutting-edge CX strategies. Hyper-personalization, omnichannel customer engagement, customer success programs, and self-service, AI-driven chatbots  are some examples, but these tools alone cannot...

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Customer Experience Technology Guide

Demystifying the CX Technology Stack

The planning and implementation of a coherent and unified strategy for improving the CX of an organization usually requires a full understanding of the types of customers served, their needs and desires, how they purchase products and services, and...

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Employee advocacy for customer experience

Using Employee Advocacy to Support CX Efforts

Customer advocates are extremely useful for recommending and actively promoting a brand, its products, and even the experiences they have interacting with a company. If a company makes a concerted effort to treat customers properly, many customers...

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Using Clear Policies to Drive Better CX

Customer experience policies are rules that cover product returns, changes, warranties, refunds, and access to information and resources, and are used by companies as they interact with their customers. With goals such as increasing efficiency and...

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Customer experience during disasters and emergencies

Managing CX During Disasters and Emergencies

Ensuring excellent CX during times of relative normalcy can be challenging for most organizations, with issues such as managing unrealistic customer expectations, product shipping and fulfillment delays, and increases in demand for customer service...

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Zendesk to Be Acquired for $10.2 Billion by Investor Group

Zendesk, the provider of software as a service (SaaS) products for customer support and communications software, has entered into an agreement to be acquired by an investor group led by the investment firms Permira and Hellman & Friedman. The...

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Customer experience research studies

New CX Research from Forrester, Sprinklr, WSO2, Lilt, and NICE

In this roundup of new research, the reports all zero in on the one indispensable component of CX—the customer—whose experience is measured to give rise to Forrester’s US CX Index ranking, and is the object of inquiry in Sprinklr’s...

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Latest Research

Employee Experience

Market Drivers and Barriers, Market Sizing and Forecasts, and Case Studies

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CX in the Healthcare Industry

Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts

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CX Market Forecasts

Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience

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Customer Insights & Feedback

Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies

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