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Learn to apply best practices and optimize your operations.
Manage
Learn to apply best practices and optimize your operations.
How to find the customer journey moments of truth
A moment of truth can turn a potentially positive experience into a negative one, and vice versa. Understanding moments of truth requires a complete knowledge of the customer journey. Continue Reading
6 challenges of omnichannel marketing
When marketers use omnichannel strategies to engage customers across touchpoints, they often face challenges with personalization, campaign tracking and brand consistency. Continue Reading
6 real-life examples of effective diversity marketing
Inclusive marketing can take many forms but always requires authenticity. Explore these real-life examples from companies like Breezit, LLYC and Stallion Express. Continue Reading
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8 free marketing automation tools for SMBs
Marketing automation can help any business engage more customers, but SMBs might need it most. These free tools can help small marketing teams get started with automation. Continue Reading
6 benefits of omnichannel marketing
Omnichannel marketing shares data between interaction channels, like email and live chat, to improve CX. Key benefits include enhanced personalization and customer loyalty. Continue Reading
Top 6 marketing automation certifications and courses
With the right marketing automation certifications, SMBs and small marketing teams can gain the skills and expertise needed to compete with larger companies in their markets.Continue Reading
10 marketing trends to watch for in 2024
Marketers in 2024 must embrace AI, voice search, chatbots, personalized marketing, video, social commerce, influencers, VR, sustainability and big data for a competitive edge.Continue Reading
Field service management software vendors to know in 2024
The world of hybrid work turned nice-to-have field service features -- like remote project management and automation -- into vital capabilities. Learn which features vendors offer.Continue Reading
7 customer experience trends to know in 2024
Customer experience trends like AI, customer data management and loyalty programs can all help organizations ensure they can attract and keep customers.Continue Reading
Compare the top 10 marketing automation software
With the right marketing automation software, marketers can streamline their workflows and focus more on creative tasks. This list compares the top vendors in this space.Continue Reading
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Why is marketing automation important?
Marketing automation can eliminate repetitive tasks and create a more personalized customer experience. Learn more about the future role of AI in marketing automation.Continue Reading
8 types of marketing automation, with examples
Just as there are different types of marketing, automation types differ, too. Explore real-world examples of each type and learn how businesses can benefit from them.Continue Reading
Why is a customer experience framework essential?
A customer experience framework can help CX teams streamline their workflows, showcase the value of a customer-first culture and improve customer engagement and satisfaction.Continue Reading
8 ways to measure sales enablement metrics
Measuring sales enablement metrics can increase efficiency for sales teams and drive revenue growth. Learn which metrics to track and real-world uses for each.Continue Reading
How product-led growth can help scale your business
With a product-led growth strategy, you can take the pressure off your sales and marketing teams and center what really matters: the product and the customer.Continue Reading
How to reduce customer service costs
As organizations adjust to today's economy, CX managers should implement new technologies and strategies to reduce customer service costs without sacrificing quality.Continue Reading
10 sales enablement best practices
A proper sales enablement strategy can help businesses improve revenue, training for sales teams and overall CX. And, with the right tools, teams can become more efficient.Continue Reading
What does it mean to be customer obsessed?
Customer obsession can boost a brand's reputation and profits. But it requires C-suite dedication to CX, high levels of personalization and a positive employee experience.Continue Reading
7 ways to successfully align your sales and marketing teams
Learn how to create a close collaboration between sales and marketing that can lead to more effective marketing campaigns, an increase in qualified leads and a boost in revenue.Continue Reading
How to create a customer journey map -- with template
Customer journey maps help CX teams delve into the data gathered during a customer's experience. They also help businesses to understand the failures and successes of sales.Continue Reading
6 ways customer experience can increase sales
Organizations that offer a positive CX can boost customer loyalty, reduce churn and increase word-of-mouth advertising. Explore six important ways CX increases sales.Continue Reading
How to fit customer experience security into your strategy
Most organizations overlook security in their CX strategies. However, with collaboration, personalization, CIAM controls and more, organizations can offer a secure and positive CX.Continue Reading
7 ways to collect customer data that keep you compliant
Organizations can collect customer data through cookies and sales transactions, but they must be transparent and ensure they follow government regulations for data privacy.Continue Reading
5 tips for creating customer journey maps from buyer personas
Organizations can create a journey map for each buyer persona. To create the map, CX teams should use data, consider many viewpoints and apply a central governance framework.Continue Reading
8 customer journey KPIs that businesses should track
To ensure CX teams properly track their customers' journeys, use KPIs such as churn and engagement rates to help inform what users enjoy and where they get stuck.Continue Reading
What is the role of a customer relationship manager?
The customer relationship manager -- a role that differs from a CRM manager -- has a challenging and ever-evolving role to play when it comes to optimizing the customer experience.Continue Reading
The 5 indicators of healthy sales-marketing alignment
How can a business ensure sales and marketing teams communicate and are on the same page? Ask these five questions and make sure both teams share a common language.Continue Reading
4 components of a customer obsession model
Customer-obsessed organizations put customers at the heart of their operations. A customer obsession model requires important elements like a data strategy and leadership support.Continue Reading
Monitor generative AI in customer experiences -- or else
As marketers and customer service leaders deploy generative AI tools that tech vendors are rapidly commercializing, they should monitor U.S. FTC guidance.Continue Reading
CXM vs. CRM: Which platform is best for your business?
CXM and CRM systems help organizations boost customer satisfaction, but CXM focuses on how customers perceive a brand, while CRM helps employees understand their customers.Continue Reading
How to create customer profiles, with examples
Creating customer profiles gives brands a deep understanding of their customers' needs and results in more successful marketing strategies. Here are the steps to get started.Continue Reading
6 risks of ChatGPT in customer service
Despite ChatGPT's customer service benefits, organizations must understand the technology's risks, such as fabricated information, bias and security concerns.Continue Reading
Top 10 customer data privacy best practices
To ensure customer data remains secure and inaccessible to bad actors, organizations should implement best practices such as frequent data audits and employee trainings.Continue Reading
How to avoid greenwashing as a marketer
Greenwashing can erode customer trust and damage brand reputation. To avoid it, organizations can offer evidence to support their claims and use sustainability certifications.Continue Reading
partner relationship management (PRM)
Partner relationship management (PRM) is a combination of the software, processes and strategies companies use to streamline business processes with partners that sell their products.Continue Reading
Advice for marketing personalization
Business professionals have become numb to the plethora of marketing emails they receive every day. However, personalized messaging can grab their attention.Continue Reading
7 customer success best practices
Customer success aims to ensure a positive CX after the sales process is complete. These best practices can help teams stay on track and keep customers satisfied.Continue Reading
Why is sustainable marketing important?
On a grand scale, sustainable marketing brings awareness to environmental and social issues. On a business level, this practice can improve brand loyalty and worker engagement.Continue Reading
5 examples of e-commerce content marketing strategies
Content marketing strategies with personalization, thought leadership research, SEO and diverse content types can help e-commerce companies reach and engage more customers.Continue Reading
6 e-commerce email marketing strategies to heed
Building a database, nurturing existing customers and using an email service provider are some e-commerce email marketing strategies to help businesses increase revenue.Continue Reading
4 types of customer data platforms
Data consolidation CDPs simply collect and unify customer data. Other CDP types, such as automated analytics and automated actions CDPs, go a step further and analyze data.Continue Reading
5 examples of personalization strategies
These real-world personalization strategies -- mixed with intent-based marketing, targeted emails and multimedia -- helped create long-lasting relationships with engaged customers.Continue Reading
10 e-commerce marketing strategies for your business
Marketers have myriad tools in their belts -- from SEO to influencers to technology and tools. These strategies can improve anyone's e-commerce marketing plan.Continue Reading
Business benefits of a customer self-service strategy
Self-service channels can save organizations money while improving CX -- if done right. Explore these benefits and tips to keep in mind when building a self-service strategy.Continue Reading
Top e-commerce challenges for 2023 and how to overcome them
2023 will bring many e-commerce challenges that were exacerbated by the COVID-19 pandemic, like international trade and rising customer expectations. Here's how to overcome them.Continue Reading
Top 8 workforce optimization software tools to consider
Workforce optimization platforms combine scheduling features with gamification tools to help contact centers boost productivity. Top tools include Nice CXone, Genesys and Five9.Continue Reading
10 tips to enhance and promote self-service platforms
Self-service platforms should be visible to customers, emphasized across all touchpoints and meet customers' needs. These tips can help enhance and promote self-service.Continue Reading
Why is customer self-service important for contact centers?
The advancement of conversational AI coupled with customers' growing desire for empowerment has made self-service channels critical for contact centers.Continue Reading
How to create a zero-party data strategy
Zero-party data can enable better personalization and customer retention without tracking users across sites, like third-party cookies. These steps can kickstart your strategy.Continue Reading
Top 10 e-commerce software companies
E-commerce platforms can help organizations design and operate engaging online shops. Companies like SAP have offerings for large enterprises, whereas GoDaddy and Wix target SMBs.Continue Reading
How to market a loyalty program effectively
Loyalty programs boost customer retention, but organizations must first convince customers to sign up. Marketers can incentivize referrals and use mobile apps to gain enrollment.Continue Reading
AI chatbots don't need to be sentient, they just need to work
Chatbot users, vendors and ex-Google engineer Blake Lemoine discuss what is needed to make current chatbot tech more effective for customer service organizations.Continue Reading
Understanding the customer journey on a mobile app
Customers' journeys can vary based on the channels they use to interact with brands. For mobile apps, points of purchase, UX and easy onboarding are critical.Continue Reading
What's the difference between SCM and CRM?
CRM platforms track customer interactions, whereas SCM platforms track materials and product shipments. Tech buyers should know how these platforms differ before making a purchase.Continue Reading
5 customer journey phases for businesses to understand
The customer journey contains several stages -- from the presale stage of awareness to post-sale advocacy -- and understanding each phase is key to business success.Continue Reading
What are the benefits and challenges of CRM?
CRM platforms can boost CX with business insights if sales agents use them properly. Sales leaders should know the benefits and challenges of these platforms before purchasing.Continue Reading
The future of DMPs in a post-cookies world
DMPs are still important in marketers' jobs, but the move away from third-party cookies threatens the DMP's future. Here's what marketers and DMP providers need to know.Continue Reading
Smart brands will change approach to marketing email, cookies
You'd think marketers got the hint to move past third-party cookies and marketing emails once Google, Apple and regulators all stepped in to protect consumers. Not yet.Continue Reading
Call center compliance checklist for hybrid workforces
As many call centers embraced remote work amid the COVID-19 pandemic, compliance became difficult to monitor. A checklist can help call center managers maintain proper compliance.Continue Reading
Will Google kill third-party cookies?
The end of third-party cookies has been on the horizon for years. For marketers, this termination means finding new strategies and alternatives to third-party data.Continue Reading
customer-managed relationship (CMR)
A customer-managed relationship (CMR) is a relationship in which a business uses a methodology, software, apps and perhaps internet capability to encourage the customer to control access to information and ordering.Continue Reading
How to manage remote call center agents
Managing remote call center agents can be difficult -- but with the right tools in place, supervisors can effectively lead their agents from a distance.Continue Reading
Call center security best practices to protect customer data
If customers know an organization can keep their data safe, they have more positive experiences. These best practices can help establish trust and keep data safe in call centers.Continue Reading
How to train agents on call center fraud detection
Poorly trained call center agents are easy targets for bad actors. Organizations must prepare for call center fraud with proper agent training and anti-fraud technologies.Continue Reading
The future of customer service: 12 trends to watch
Advanced technologies continue to shape customer service goals to streamline digital workflows, increase positive experiences, lower agent turnover and improve contact center ROI.Continue Reading
Top 7 call center agent performance metrics to track
To measure agent productivity and performance, call center directors should keep track of these seven key metrics to see where agents need to improve and where they thrive.Continue Reading
Why businesses need voice of the customer analytics
With multiple methodologies for gathering customer feedback, it is more important than ever to analyze and create action plans based on voice of the customer analytics.Continue Reading
4 tips for creating a personalized marketing strategy
Companies must deliver relevant content and personalize their marketing strategies if they want to see an increase in revenue and brand loyalty.Continue Reading
The future of personalization in marketing
One-size-fits-all messaging doesn't cut it anymore when it comes to CX. Companies need to personalize their experiences to keep up with the competition.Continue Reading
3 ways to attract customers to your online store
Competition among e-commerce companies is high, so marketers must get creative to attract customers. Here are some ways that marketers can generate interest.Continue Reading
10 lead scoring best practices to improve sales efficiency
Lead scoring helps sales and marketing teams identify which customers to pursue based on a points system. Lead scoring aims to develop sales-ready leads.Continue Reading
How to craft an effective multichannel marketing strategy
Multichannel marketing strategies enable a company to reach target audiences on their preferred channels, as well as provide a competitive edge compared to other businesses.Continue Reading
4 tips for effectively handling emails in a call center
New service channels emerge, but email remains a popular way for customers to contact businesses. Call centers should use the proper email management software and strategies.Continue Reading
The top real estate CRM software
Today's competitive real estate market highlights the importance of CRM systems that provide listings management and property tracking, as well as typical CRM system features.Continue Reading
Empathy in customer experience drives company success
Businesses that encourage employees to use empathy with customers can increase loyalty and satisfaction. Leadership must recognize the importance of empathy in the company.Continue Reading
5 ways to improve a customer self-service strategy
In today's digital world, self-service options are a must to inform, engage and retain customers. Here are some ways businesses can improve those self-service options.Continue Reading
The 7 most effective ways to connect with customers
Businesses need to prioritize building a connection with customers. By doing so, companies get to know their customers on a personal level and can better serve their needs.Continue Reading
How to create a customer satisfaction survey
Businesses need to have a plan in place before sending out customer satisfaction surveys. Acting on customer feedback is just as important as collecting it.Continue Reading
What the loss of third-party cookies means for IT departments
Due to browsers and companies making it all but impossible to use third-party cookies, companies should consider a strong foundation of customer data to stay relevant.Continue Reading
Prioritize human-centric CX and EX to survive the pandemic
Ricardo Saltz Gulko breaks down why businesses should consider a human-centric approach to employee and customer experience, and provides six principles upon which to do so.Continue Reading
Why companies shouldn't overlook mobile customer engagement
Companies that have a mobile customer engagement strategy can improve personalization, connect with customers over various channels and provide an easy buying process.Continue Reading
Transactional vs. relationship marketing: Key differences
Some companies thrive on building strong relationships with customers, while others want to make a sale without long-term commitment. Either way, the business needs a strategy.Continue Reading
8 customer service metrics to measure call center success
Measuring call center metrics and KPIs benefits organizations by showing where issues occur. Average handle time, service level and cost per call are a few metrics to start with.Continue Reading
How listening to the voice of the customer benefits businesses
Karen Mangia's book, 'Listen Up! How to Tune In to Customers and Turn Down the Noise' talks about the importance of listening to the voice of the customer in the business world.Continue Reading
7 ways to avoid remote work burnout in call centers
Many factors contribute to remote work burnout, including juggling too many tasks, isolation and a work-life balance. Here are some tips for managers to help minimize burnout.Continue Reading
8 best practices for call center monitoring programs
To create the foundation for an advanced quality monitoring program, contact centers need to invest in call monitoring and speech analytics software.Continue Reading
How to write a marketing email: 10 tips
There are a number of components that make up a compelling marketing email, including content readers want, photos and videos, calls to action and mobile optimization.Continue Reading
Build trust in technology by reimagining customer experiences
During this uncertain time created by the pandemic, brands that win their customers' trust and add value through services will stand head and shoulders above the competition.Continue Reading
Why social media is key to collecting customer feedback
Social media offers companies a way to hear opinions about their products, as well to interact with customers to improve CX. Businesses must know how to gather and use feedback.Continue Reading
5 benefits of developing diversity in customer service
Creating an environment of diversity and inclusion within customer service teams is essential in today's market. Here are some ways that businesses can benefit.Continue Reading
5 digital customer experience trends for businesses to consider
Improving digital CX is important in a market cluttered with choices for the customer. Here are some trending strategies to help businesses enhance their offerings.Continue Reading
Contact center roles shift from cost center to profit center
Customer experience is key to the ROI of contact centers as they undergo changes due to AI, cloud migration and COVID-19-induced agent migration to remote workspaces.Continue Reading
Call center customer experience ROI is more about metrics
When measuring contact center ROI, don't get caught up in dollar signs. Focus on CX metrics, including the length of customer calls, wait times and net promoter scores.Continue Reading
AI improves customer experience, call center efficiency
Customers and employees can benefit from the use of AI in contact centers. Businesses can use AI to provide customer self-service options and help make agents more productive.Continue Reading
How can companies handle CX opportunities during COVID-19?
The COVID-19 impact on in-person shopping experiences has changed customer service expectations; now companies must find ways to compete in e-commerce against Amazon and others.Continue Reading
How video chat improves customer service and engagement
As restrictions continue due to the COVID-19 crisis, many organizations adopt video chat capabilities to continue business operations and keep customers engaged.Continue Reading
How customer transparency helps companies maintain loyalty
In an age when customers have more options than ever before, it's essential that businesses gain and maintain customer trust -- and that happens through customer transparency.Continue Reading
How businesses can align sales and marketing
Many organizations are moving away from siloed marketing and sales departments and instead choosing to work more closely, which can both grow a business and reduce costs.Continue Reading
Diversity in customer experience hinges on root-cause analysis
Sandra Mathis and Stephanie C. Harris discuss diversity and inclusion, and the necessity of addressing them at an internal level before customers see change.Continue Reading
Average handling time calculation is critical to contact centers
Knowing how to calculate average handling time is an essential component of contact center management, as it helps to determine proper staffing levels within the department.Continue Reading