New & Notable
Get Started
What is a customer service manager? Roles and responsibilities
Customer service managers are an integral part of contact centers. They are the team leaders, trainers and policymakers.
Manage
The importance of being proactive in customer service
Proactive customer service can help businesses keep customers more engaged, yet tools to support the strategy might cost more than CX leaders are willing to spend.
Manage
How to address common customer service gaps
Has customer service gotten worse? Customers and businesses disagree on the answer to that question.
Evaluate
The top 10 influencer marketing tools in 2025
Influencer marketing tools help brands find influencers and manage relationships with them. Top tools include Sprout Social, Traackr and TikTok Creator Marketplace.
Trending Topics
-
Marketing & Sales Evaluate
The top 10 influencer marketing tools in 2025
Influencer marketing tools help brands find influencers and manage relationships with them. Top tools include Sprout Social, Traackr and TikTok Creator Marketplace.
-
E-Commerce
Adtech, regulators react to Google's third-party cookie reversal
Following many delays and an alternative still in development, Google has relented to advertisers on the timing of depreciating third-party cookies.
-
Customer Service & Contact Center News
Where AI really fits into digital customer experience tech
An interview with Calvin Cheng, partner at consultancy West Monroe, who works on digital strategy and CX teams.
-
Customer Experience Management Evaluate
Customer success vs. account management: How do they differ?
Customer success and account management strategies help organizations grow in different ways. Customer success focuses on loyalty, while account management focuses on revenue.
-
Customer Data Management News
Salesforce Agentforce AI update targets healthcare
Salesforce customizes Agentforce for clinical care, public health and pharmaceuticals.
-
CRM Tools & Strategy Get Started
What are the pros and cons of a CRM platform?
CRM platforms can improve CX, but they often require significant investment. CX leaders should understand the pros and cons of these platforms before purchasing.
Sponsored Sites
-
HR Solutions
Reinvent new ways to work across the enterprise with ServiceNow Employee Workflows
Learn how to increase employee satisfaction by making it easy for employees to get the HR services they need with ServiceNow solutions.
-
IT Workflows
Transform Your Organization With Modern and Resilient IT Services
Learn how ServiceNow’s IT solutions can help your organization seize the upside of operational resilience and raise employee agility.
-
Hyperautomation
Create a Powerful, Unified Experience with Hyperautomation and Low-Code
Learn how to deliver modern workflows, apps, and automation at scale with a single hyperautomation platform.
Featured Authors
Find Solutions For Your Project
-
Evaluate
The top 10 influencer marketing tools in 2025
Influencer marketing tools help brands find influencers and manage relationships with them. Top tools include Sprout Social, Traackr and TikTok Creator Marketplace.
-
Customer loyalty vs. brand loyalty: What's the difference?
-
Customer success vs. account management: How do they differ?
-
Top 10 loyalty program management software options
-
-
Problem Solve
Contact center fraud: How to detect and prevent it
Contact centers can be sitting ducks for fraudsters, but comprehensive agent training, authentication techniques and advanced technologies can protect businesses and customers.
-
Why contact centers have high turnover and how to combat it
-
10 strategies to improve contact center agent performance
-
5 benefits and examples of phygital customer experience
-
-
Manage
The importance of being proactive in customer service
Proactive customer service can help businesses keep customers more engaged, yet tools to support the strategy might cost more than CX leaders are willing to spend.
-
How to address common customer service gaps
-
How to market a loyalty program effectively
-
How to use IoT for marketing
-
Customer Experience Basics
-
Get Started
What is a customer service manager? Roles and responsibilities
Customer service managers are an integral part of contact centers. They are the team leaders, trainers and policymakers.
-
Get Started
What are the pros and cons of a CRM platform?
CRM platforms can improve CX, but they often require significant investment. CX leaders should understand the pros and cons of these platforms before purchasing.
-
Get Started
How to choose the right CRM software for your organization
Choosing the right CRM software can be daunting for organizations. These seven steps and best practices ensure the search, adoption and deployment processes go smoothly.
Multimedia
-
-
Get Started
The evolution of chatbots and generative AI
-
Get Started
The history and evolution of CRM
Vendor Resources
-
News
View All -
Customer service and contact center
Where AI really fits into digital customer experience tech
An interview with Calvin Cheng, partner at consultancy West Monroe, who works on digital strategy and CX teams.
-
Marketing and sales
Adobe joins agentic AI fray with platform, prebuilt agents
2025 is the Year of Agentic AI -- and it's only March.
-
Customer service and contact center
Qualtrics releases employee, customer service AI agents
Qualtrics joins the agentic AI free-for-all in CX.
Search Customer Experience Definitions
- What is quality of experience (QoE or QoX)?
- What is voice of the customer? A guide to VOC Strategy
- What is high-touch customer service?
- What is CRM (customer relationship management)?
- What is a customer journey map?
- What is account mapping, and why do you need it (with template)?
- What is account-based selling? Everything you need to know
- What is interactive voice response (IVR)?