SugarCRM Debuts New Digital Self-Service Capabilities
By Keith Kirkpatrick January 26, 2023
By SugarCRM has announced digital self-service capabilities that are aimed at middle market business-to-business (B2B) companies.
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The State of CX in 2022
- By Keith Kirkpatrick January 3, 2023
As the COVID-19 pandemic continued to recede into the background throughout 2022, the CX market homed in on serving customers that were increasingly digital, demanding, and DIY. Across nearly all industries, CX practitioners and vendors trained...
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Steps for Saying ‘No’ to Customers While Maintaining a Good CX
- By Keith Kirkpatrick December 1, 2022
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
- By Keith Kirkpatrick November 15, 2022
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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Mitigating Product Design Issues with CX
- By Keith Kirkpatrick September 16, 2022
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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Improving the Onboarding Process to Improve CX
- By Keith Kirkpatrick September 1, 2022
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
- By Keith Kirkpatrick August 31, 2022
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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Using Employee Advocacy to Support CX Efforts
- By Keith Kirkpatrick August 2, 2022
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
- By Keith Kirkpatrick July 18, 2022
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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Managing CX During Disasters and Emergencies
- By Keith Kirkpatrick July 11, 2022
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
- By Alex Gaw June 29, 2022
By 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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New CX Research from Forrester, Sprinklr, WSO2, Lilt, and NICE
- By Alex Gaw June 16, 2022
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
Read MoreCX in the Healthcare Industry
Patient Experience Management and Patient Engagement: Best Practices, Key Market Trends, Case Studies, and Market Forecasts
Read MoreCX Market Forecasts
Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
Read MoreCustomer Insights & Feedback
Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
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