Is Knowledge Centered Service Right for My Organization?
Knowledge lies at the heart of every service desk. It’s how agents respond to problems and learn about the systems they administer. It’s what we pass along to customers when…
customer experience
Impress Your CFO With These Customer Experience ROI Formulas
In many companies, when justifying your customer experience (CX) technology investments to your CFO, cost-cutting KPIs are king. Most benefits cited for the CX tech stack are usually around operational…
3 Opportunities to Improve CX With AI-Driven Search in Retail, FinServ, and High Tech
When it comes to improving customer experiences, you might wonder about the common opportunities among retail, financial services, high-tech SaaS, and technology services companies. Over the last few weeks, I…
Omnichannel vs. Multichannel: Which Do Customers Want?
Omnichannel vs multichannel — you’ve heard the buzzwords, but what do they really mean? The retail landscape has transformed over the past three years, not only in how people shop…
How Adobe Experience Cloud and AI Deliver Best-in-Class Digital Experiences Together
Here’s what an OK online experience looks like: a customer visits your website, submits a query to your search box, and quickly finds what they’re looking for. Frankly, though, this…
Customer Data Platform vs. Relevance Platform: Differences, Pros, and Cons
If you’re involved with marketing ops for a Salesforce shop, you might be familiar with Salesforce Interaction Studio. It’s a robust customer data platform (CDP) that enables personalized customer experience…
8 Issues Often Forgotten When Moving to an End-to-End CX Strategy
The customer experience (CX) has evolved dramatically over the past three decades. In the 1990s, Joe Pine, in The Experience Economy, focused on “memorable experiences.” In the early 2000s, IBM…
7 Best Practices for a SAP B2B Experience That Drives Results
The online customer experience is more important than ever. And, as expectations rise, so do the challenges for organizations of all kinds. That was one of the key messages during…
Why Salesforce Lightning Community Builder Is Still a Game-Changer
Ever since the debut of Salesforce Portals (re-architected and renamed “Communities” in the Summer ‘13 release), Salesforce Community Cloud has grown in popularity and capability. As organizations look to provide…
Your Guide to Personalized Product Recommendations in Ecommerce
Online stores are quickly becoming the primary retail channel for many. In return, customer expectations for the digital experience you deliver have increased. This means the mechanisms that could traditionally…