A new Forrester survey commissioned by Capgemini, Salesforce, and MuleSoft reveals companies face the same recurring customer experience (CX) struggles. They lack an integrated single source of truth for customer data and are strapped with subpar personalization capabilities...
When a complex need arises, customers expect to be connected to a well-prepared agent who can quickly resolve the situation. That fix must be applied in a way that leaves both the customer and agent feeling great about the outcome. Fortunately, the technologies now exist that allow contact centers t...
Tapping into natural language understanding technology as part of an overall approach to managing customer relations improves the experience that businesses provide to their customers. Brands already implement a variety of solutions to gain data and insights from customer interactions. Still, many c...
Remote work appears to be here to stay. More than 25 million work-from-home jobs could be created in non-technology industries in the coming years, according to a report from Upwork. Professional services are involved in essentially every part of the economy, which means that there is widespread pot...
New research by threat detection and response firm Vectra AI shows that the most common threats to corporate networks remain consistent throughout all companies -- regardless of their size. Researchers calculated the relative frequency of threat detections that were triggered during a three-month sp...
Customer churn is costing mid-market companies an average of $5.5 million per year. Retailers need to avoid the expensive mistakes that result in such disastrous churn. This presents a clamorous alarm to marketers. One solution to this costly predicament is to get sales teams to work effectively, an...
Microsoft has announced it is purchasing Nuance Communications, a natural language to computer processing company, in a deal valued at $19.7 billion. "Nuance's popular healthcare-focused products and services will provide Microsoft an instant revenue stream and relationships with existing Nuance cus...
Even the most customer-centric businesses can overestimate their performance or miss the broad trends in customer behavior. That is why NICE inContact conducts annual surveys that track the customer experience from the perspective of businesses and consumers. CRM Buyer discussed the recent findings...
Personalization and automation, two of the hottest buzzwords in the lexicon of CRM practitioners, are all the rage for marketers these days. But only 14 percent of organizations are using artificial intelligence or machine language to automate their marketing campaigns. A survey by Rackspace Technol...
Retailers are finding new ways to retool their customer experiences to conform with the new contactless "everything" supply chain; and artificial intelligence and computer vision technologies are lending a notable hand. Out are the bulky metal lockers where customers had to open doors that many othe...
If you want to smooth over irate clients and offer more efficient customer services, consider conversational bots instead of a roomful of human company reps. Researchers see consumers' comfort levels with a variety of chatbot technologies softening towards customer service, scheduling, banking, and ...
A proposal to avoid the banning of the popular social media app TikTok was submitted to the U.S. Treasury Department over the weekend. The plan submitted by ByteDance, which owns TikTok, calls for the company to enlist Oracle as a "trusted technology provider" in order to address national security c...
Centralizing all tools and customer-effecting services into one system delivers great efficiencies for businesses. However, enabling customers to have the same experience in real time is the difference between a CRM and CXM. CRM Buyer pursued the potential transition process -- and the impact of bo...
Customer loyalty has increased drastically in the last five years, though it has not reached boom status for many brands. Winning repeat business is increasingly difficult, especially with the economic uncertainty brought on by COVID-19. New studies reveal how solidly personalization in marketing dr...
U.S. government agencies will remain active in the information technology market, despite the impact of COVID-19 on agency operations. In fact, there is evidence that the occurrence of the virus has spurred agencies to improve IT resources. For example, the General Services Administration in early J...
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CX Center Stage at Oracle CloudWorld
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New Sweetwater CEO Amplifies Vision for Music Retail
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Is Generative AI the Next Big CX Thing Despite Its Risks?
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Customer Analytics Now a Pivotal Piece of the Retail Sales Puzzle
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Marketers’ Texting Schedule Can Make or Break Consumer Engagement
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Subscription Sales Spur Superior Selling
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Customer Commerce Offers SMBs an E-Commerce Path to Better CX
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The Price Retailers Pay for Flawed Product Information
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AI Is Already at a Tipping Point
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