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Customer Relationship Management

Salesforce Report: Rising Shopper Expectations Put Pressure on Brands and Retailers to Redefine Customer Engagement Strategies

A new report from leading customer relationship manager (CRM) platform provider Salesforce sheds light on how COVID-19 permanently upended shopping for consumers and brands alike, raising shopper expectations in significant ways, while dramatically...

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Customer Relationship Management in Travel & Hospitality

Customer relationship management (CRM) is one of the key functional areas in the CX landscape. The use of CRM systems offers benefits in any industry, enabling the tracking of customer interactions and information, eliminating manual activities,...

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B2B Personalization for CX Vendors

One of the key strategies used by business-to-consumer (B2C) companies to improve CX is to personalize each interaction. By capturing and using customer journey data, companies can provide a more personalized experience across marketing, sales, and...

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Is Cutting Customer Service the Answer for Companies to Cope with Rising Inflation?

With inflation surging this year, companies across industries are responding not by slashing prices, but by cutting customer service. This was the conclusion reached by a story in The New York Times that recounted how firms were taking steps...

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Zendesk to Acquire Momentive of SurveyMonkey Fame

Global customer relationship management (CRM) firm Zendesk is set to acquire online experience management company Momentive, formerly known as SurveyMonkey, in an all-stock transaction that will be growth accretive for Zendesk by 2023 and...

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Using Video to Improve CX

If a picture is worth a thousand words, to quote the famous adage, then a video must be worth at least ten times that amount. And given the high quality of today’s video platforms, along with the wide range of devices that can play the content,...

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Report: Good CX Remains Top Issue, Consumers Say

A new report on CX trends sheds light on the increasing expectations of consumers more than a year into the COVID-19 pandemic and how the stakes remain high for CX, especially because negative CX could have a profound and adverse impact on...

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SugarCRM Expands Presence in Latin America with New Partner

SugarCRM, the software company from Cupertino, California, that produces the web application and customer relationship management (CRM) system called Sugar, is partnering with a new master distributor in Latin America as part of a continuing push...

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Salesforce Builds Rich Profiles of Its Customers Through New Streaming Platform

Using information gleaned from what clients watch on a newly launched streaming platform, Salesforce is building a meticulous profile of its customers to tailor future offerings to them, said company officials. Salesforce used the company’s...

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CRM Software Firm Optimove Secures New $75 Million Investment Round

Optimove, the privately held developer of web-based marketing and analysis software from Israel, announced on September 27 that it had secured an investment of $75 million in a new funding round, the company announced on its website. The capital...

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Growth Equity Firm Volition Capital Adopts No-Code Platform from Creatio

Hoping to boost efficiency by automating workflows related to customer resource management (CRM), growth equity firm Volition Capital turned to global software company Creatio and its no-code platform for help. This is the account told by...

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Delivering a Great B2B Customer Experience

Providing an excellent CX has become a point of focus for business-to-consumer (B2C) organizations, across a wide range of industries, from airlines and retail to utility companies. The focus on B2C customers makes sense; today’s consumers can...

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Latest Research

Artificial Intelligence for CX Applications

Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of AI Within CX Platforms and Applications

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CX Market Forecasts

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

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CX in the Telecommunications Industry

Software Platforms, Applications, and Services: Global Market Analysis and Forecasts

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CX in the Retail Industry

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

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Educational Resources

  • CX After COVID-19

  • The CX Market Ecosystem

  • Reinvention Through M&A: Three Ireland’s Digital-led Approach to Achieve the Ultimate Seamless Omnichannel CX

  • Amdocs’ DigitalONE Solution for Communications Service Providers

  • The Retail Customer Journey

    • Latest News

    Content Guru Teams Up with Bechtle in New Partnership

    Content Guru, a leading provider of cloud communications and contact center solutions based in the UK that counts that country’s National Health Service (NHS) as a client, has formed a new partnership with Bechtle AG, Germany’s largest IT…

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    Salesforce Report: Rising Shopper Expectations Put Pressure on Brands and Retailers to Redefine Customer Engagement Strategies

    A new report from leading customer relationship manager (CRM) platform provider Salesforce sheds light on how COVID-19 permanently upended shopping for consumers and brands alike, raising shopper expectations in significant ways, while dramatically…

    Read More

    Customer Relationship Management in Travel & Hospitality

    Customer relationship management (CRM) is one of the key functional areas in the CX landscape. The use of CRM systems offers benefits in any industry, enabling the tracking of customer interactions and information, eliminating manual activities,…

    Read More

    Bad CX Accounts for $4.7 Trillion in Global Consumer At-Risk Sales

    In two separate Qualtrics studies, the importance to consumers of good CX took center stage as fallout from the reverse—shoddy or poor CX—translated into a risk of staggering trillion-dollar losses for businesses worldwide and to consumers…

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