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Customer care through social media

Customer Care Questions Drive Significant Engagement with Social Media Platforms

The News: Communicating with brands on social media platforms has become a preferred strategy for many consumers, according to the results of a recent Khoros survey that included more than 1,300 respondents who indicated they had tweeted...

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Community-based customer support

Driving Customer Success Through an Open, Transparent Zapier Community

The News:    Zapier, a provider of automation and integration tools that allow organizations to connect to more than 5,000 applications, has focused its efforts on providing information, education, and tips to its user base through...

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SugarCRM Enterprise UI and UX enhancements

SugarCRM Enterprise Release Features New User Experience Improvements

The News: SugarCRM announced in early May the addition of powerful new user experience (UX) improvements via the launch of Sugar Enterprise+, its salesforce automation platform for on-premises customers. The newest version of the Sugar...

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Customer communities

Driving Customer Utilization and Engagement with Communities

Along with the use of self-service and automated tools, customer communities increasingly have been deployed by organizations wishing to connect and improve engagement with their customers. These online destinations allow organizations to bring...

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Applying Technology to Support Better B2B Interactions

Providing an excellent customer experience should not be exclusive to B2C companies. Indeed, while B2B companies have professional buyers, these roles are still filled by humans who have become accustomed to personalized, efficient, and on-demand...

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Salesforce launches Einstein GPT

Salesforce Announces Einstein GPT

Salesforce announced on March 7 Einstein GPT, a new generative AI technology that combines OpenAI’s enterprise-grade ChatGPT with Salesforce’s private AI models to deliver relevant and trusted AI-generated content across sales, service,...

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Birdeye acquisition of Cube Online

Birdeye’s Cube Online Acquisition Expands Offerings to UK, Australia, and New Zealand

Dave Lehman, COO and President of Go-To-Market for CX platform Birdeye, discusses his company's acquisition of Cube Online.

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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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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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