Customer data management
Customer data management includes monitoring data integrity, privacy and security for CRM platforms and, for some organizations, separate customer data platforms while maintaining updated, compliance customer records across sales, marketing service and e-commerce operations.
Top Stories
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News
23 Sep 2024
Salesforce Agentforce, Microsoft Copilot AI battle heats up
After rebranding Einstein copilot products as 'agents,' Salesforce CEO Marc Benioff likened Microsoft Copilot AI to Clippit, also known as Clippy, the original intelligent agent. Continue Reading
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Opinion
23 Sep 2024
Benioff’s Agentforce gambit might just work
At Dreamforce 2024 in San Francisco, Salesforce announced the potential for its customers to embed virtual agents on its platform, so avoiding what the supplier dubs DIY GenAI. Will it work? Continue Reading
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Feature
18 Sep 2024
Elevate customer experience with AI and analytics
Top CX experts share insights on how to drive customer-centric innovation, overcome resistance to change and harness AI for impactful customer experiences. Continue Reading
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News
17 Sep 2024
Salesforce's ambitions for Agentforce platform come to light
Salesforce aims for the stars with its Agentforce platform; it remains to be seen how far it will get at a time when many companies still need to get their data ready. Continue Reading
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Definition
16 Sep 2024
What is actionable intelligence?
Actionable intelligence is information that can be immediately used or acted upon, either tactically in direct response to an evolving situation, or strategically as the result of data analytics or some other assessment. Continue Reading
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Answer
16 Sep 2024
How important is authentication in email marketing?
Marketers who have email strategies must understand the importance of authentication protocols to ensure campaigns are successful and bad actors don't reach customers. Continue Reading
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News
12 Sep 2024
Salesforce reveals more on Agentforce autonomous AI agents
Salesforce seizes on the concept of agentic AI to automate sales and service processes. The company holds fast to the idea the AI agents will assist humans -- not replace them. Continue Reading
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News
06 Sep 2024
Certinia adds Customer Success Cloud to its lineup
Certinia bolsters its professional services software platform with the release of CS Cloud for customer success management shortly after its summer update to its PS Cloud offering. Continue Reading
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Answer
26 Aug 2024
How does DMARC affect email marketing?
Marketers must prepare for DMARC to ensure their emails reach customers' inboxes -- rather than their spam or junk folders -- and to build trust between consumers and the brand. Continue Reading
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Definition
20 Aug 2024
What is customer segmentation?
Customer segmentation is the practice of dividing a customer base into groups of individuals that have similar characteristics relevant to marketing, such as age, gender, interests and spending habits. Continue Reading
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Definition
16 Aug 2024
What are buyer personas?
A buyer persona is a composite representation of a specific type of customer in a market segment. Continue Reading
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News
07 Aug 2024
Adobe rolls out B2B generative AI app for CRM, marketing
As enterprises determine where the value is in deploying and paying for generative AI in their marketing and sales operations, Adobe releases its own entrant. Continue Reading
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News
01 Aug 2024
SupportLogic acquires xFind for customer service experience AI
Startup SupportLogic buys xFind to add generative AI to its service analytics platform, and in the process takes on much larger competition such as Qualtrics, Medallia and Verint. Continue Reading
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Tip
30 Jul 2024
Google isn't killing third-party cookies: What now?
The end of third-party cookies was on the horizon for years. For marketers, this termination meant finding new strategies and alternatives to third-party data. Continue Reading
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Tip
29 Jul 2024
First-party vs. third-party cookies: What's the difference?
First-party cookies track user engagement, while third-party cookies are central to many marketing and sales strategies. Yet the two types are more similar than one might think. Continue Reading
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Definition
25 Jul 2024
What is data lifecycle?
A data lifecycle is the sequence of stages that a unit of data goes through from its initial generation or capture to its archiving or deletion at the end of its useful life. Continue Reading
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Tip
25 Jul 2024
9 omnichannel marketing platforms to consider
To reach customers consistently on any platform, marketing teams should embrace omnichannel marketing. These software options can help marketers in any industry boost their reach. Continue Reading
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News
23 Jul 2024
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. Continue Reading
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Tip
12 Jul 2024
Why does data privacy matter in marketing?
Marketers frequently use customer data for their strategies. They must properly secure that information, so they comply with privacy laws and customers trust the business. Continue Reading
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Feature
09 Jul 2024
5 key contact center AI features and their benefits
As multifunctional contact centers evolve in complexity and importance, AI and GenAI integration are advancing self-service chatbots, customer insights and agent monitoring. Continue Reading
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Tip
09 Jul 2024
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
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Definition
14 Jun 2024
digital marketing
Digital marketing is the promotion and marketing of goods and services to consumers through digital channels and electronic technologies. Continue Reading
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Feature
05 Jun 2024
Anonymous browsing explained: What you need to know
Anonymous browsing, also known as private browsing or incognito mode, enables users to browse the internet without leaving a trail of online activities. Is it really anonymous? Continue Reading
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Definition
28 May 2024
purchase intent
Purchase intent is the probability that a consumer will buy a product or service. Continue Reading
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Opinion
21 May 2024
Generative AI's role in the rebirth of knowledge management
Generative AI could help organizations realize the tacit knowledge-sharing benefits that were touted in the late 1990s for the discipline of knowledge management. Continue Reading
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News
17 May 2024
MuleSoft integration tackles EDI supply chain data issues
Salesforce integrates EDI data into its platform for users who deal with many suppliers -- or distributors -- with MuleSoft in an attempt to solve an age-old integration snafu. Continue Reading
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Definition
08 May 2024
Digital Personal Data Protection Act, 2023
India's Digital Personal Data Protection Act, 2023 (DPDPA) is a comprehensive privacy and data protection law that recognizes the right of individuals, referred to as "data principals," to protect their personal data during the processing of that data for lawful purposes. Continue Reading
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Feature
02 May 2024
What is a data protection officer (DPO) and what do they do?
Today's DPO must juggle technical, legal and collaborative skills in the shadow of more sophisticated data breaches, tougher data privacy laws and generative AI deployments. Continue Reading
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Definition
29 Apr 2024
information
Information is the output that results from analyzing, contextualizing, structuring, interpreting or in other ways processing data. Continue Reading
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News
26 Apr 2024
Google delays third-party 'Cookiepocalypse' until 2025
Google has yet again delayed the deprecation of third-party cookies. Marketers and advertisers now have until 2025 to remediate their ad tech. Continue Reading
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Definition
22 Apr 2024
chief privacy officer (CPO)
A chief privacy officer (CPO) is a corporate executive charged with developing and implementing policies designed to protect employee and customer data from unauthorized access. Continue Reading
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Definition
22 Apr 2024
data destruction
Data destruction is the process of destroying data stored on tapes, hard disks and other forms of electronic media so that it's completely unreadable and can't be accessed or used for unauthorized purposes. Continue Reading
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Definition
15 Apr 2024
data classification
Data classification is the process of organizing data into categories that make it easy to retrieve, sort and store for future use. Continue Reading
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Feature
11 Apr 2024
7 principles of the GDPR explained
The GDPR's seven data protection principles on the lawful processing of data are directly influencing the way businesses collect, store, erase and monetize personal information. Continue Reading
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Feature
11 Apr 2024
AI and GDPR: How is AI being regulated?
Amid data privacy issues spawned by proliferating AI and generative AI applications, GDPR provisions need some updating to provide businesses with more specific AI guidelines. Continue Reading
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Definition
10 Apr 2024
Google Analytics
Google Analytics is a web analytics service that provides numerous analytical tools for marketing purposes. Continue Reading
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Definition
09 Apr 2024
spatial data
Spatial data is any type of data that directly or indirectly references a specific geographical area or location. Continue Reading
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Answer
09 Apr 2024
How do companies protect customer data?
Companies can protect customer data through various technical tools and strategies, like authentication and encryption. But some types of data need more protection than others. Continue Reading
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Tip
04 Apr 2024
Data protection vs. data backup: How are they different?
They might be viewed as separate functions, but data backup should be part of an overall data protection strategy to thwart ransomware and comply with stringent privacy laws. Continue Reading
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Tip
03 Apr 2024
How to conduct a data privacy audit, step by step
The vital importance of a data privacy audit can't be underestimated in today's climate of proliferating customer data, more stringent regulations and sophisticated cyber threats. Continue Reading
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Feature
01 Apr 2024
6 business benefits of data protection and GDPR compliance
Complying with GDPR and avoiding severe fines is a primary goal of businesses, but the data governing principles and security tools to achieve compliance yield systemic benefits. Continue Reading
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Definition
29 Mar 2024
RFM analysis (recency, frequency, monetary)
RFM analysis is a marketing technique used to quantitatively rank and group customers based on the recency, frequency and monetary total of their recent transactions to identify the best customers and perform targeted marketing campaigns. Continue Reading
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Opinion
28 Mar 2024
IT leaders curb GenAI enthusiasm at Enterprise Connect
IT leaders at Enterprise Connect expressed enthusiasm for GenAI experimentation in customer experience as well as circumspection that vendors should take on board. Continue Reading
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Feature
26 Mar 2024
6 data privacy challenges and how to fix them
Fragmented data protection laws, technology disruptions, AI adoption, data governance and consumer trust are among the complex issues confronting businesses in need of remedies. Continue Reading
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Feature
15 Mar 2024
The importance of ethics in information management
Advancements in data collection and processing may tempt information management professionals to use as much customer data as possible. Yet, more data use means less privacy. Continue Reading
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News
04 Mar 2024
What's next for Salesforce Einstein AI and Data Cloud
What's next for Salesforce as it builds Data Cloud and integrates it with Einstein AI? EVP and GM of both, Rahul Auradkar, explains what to expect. Continue Reading
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News
28 Feb 2024
Google unfazed by advertiser criticism of third-party cookie plan
Google is working with U.K. regulators on its plan to phase out third-party cookies this year, despite pushback from an advertisers group. Meanwhile, bots are affecting ad traffic. Continue Reading
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Definition
26 Feb 2024
data broker (information broker)
A data broker, also called an information broker or information reseller, is a business that collects large amounts of personal information about consumers. Continue Reading
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News
21 Feb 2024
GenAI chatbots for customer care create new level of liability
Air Canada found liable for promises its chatbot made against the airline's policy; CX leaders discuss best practices for using generative AI in chatbots. Continue Reading
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News
07 Feb 2024
Email marketers feel Google, Yahoo DMARC policy change
As marketers face changes to email authentication and third-party cookie deprecation, contact centers are a treasure trove of first-party data to drive multichannel campaigns. Continue Reading
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Definition
31 Jan 2024
consumer data
Consumer data is the information that organizations collect from individuals who use internet-connected platforms, including websites, social media networks, mobile apps, text messaging apps or email systems. Continue Reading
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Definition
25 Jan 2024
Google Bigtable
Google Bigtable is a distributed, column-oriented data store created by Google Inc. to handle very large amounts of structured data associated with the company's Internet search and Web services operations. Continue Reading
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Definition
22 Jan 2024
transactional data
In computing, transactional data is the information collected from transactions. Continue Reading
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News
16 Jan 2024
FCC adopts lead generation rules to protect consumer privacy
The new rules aim to protect consumers from scam communications perpetuated by robocalls and robotexts and give consumers the ability to choose which companies can contact them. Continue Reading
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Definition
08 Jan 2024
data feed
A data feed is an ongoing stream of structured data that provides users with updates of current information from one or more sources. Continue Reading
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Video
08 Jan 2024
What is sentiment analysis?
Learn how AI is used to perform sentiment analysis, the different categories of sentiment that can be identified and how the analysis can be used to improve customer satisfaction. Continue Reading
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News
04 Jan 2024
Google begins phasing out third-party cookies in Chrome
The search giant starts limiting cross-site tracking to respond to consumer privacy concerns, while aiming to preserve ad revenue and skirt pushback from U.K. regulators. Continue Reading
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Feature
14 Dec 2023
The value of a total experience platform
Combining customer, employee, omnichannel and multichannel, and UX platforms and tools into a total experience offering improves visibility, metrics and insights. Continue Reading
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News
20 Nov 2023
Acquia takes on web content accessibility with Monsido buy
Acquia adds generative AI and accessibility checker tools to its digital experience platform; partnerships avail close integrations of A/B testing and content personalization tools. Continue Reading
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News
08 Nov 2023
Zendesk unveils tools for agents to improve customer service
The customer service and CRM vendor unveiled no-code tools, including a layout builder to let teams customize agent interfaces for specific roles and workflows. Continue Reading
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News
25 Oct 2023
SAP broadens CX offerings with new AI tools for Joule
The ERP software vendor brings AI-based tools to strengthen identity and data security as well as end-to-end personalization to highlight its customer experience offerings. Continue Reading
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News
25 Oct 2023
SurveyMonkey launches Build with AI to create surveys faster
The vendor releases generative AI capabilities to let users build custom questionnaires quickly and incorporate prompts that will yield better responses from customers. Continue Reading
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Definition
19 Oct 2023
CRM (customer relationship management)
Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle. Continue Reading
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News
18 Oct 2023
How YouTube's new AI-powered product aids advertisers
The online video-sharing and social media platform is now using the AI technology as a way to help advertisers place ads on videos that better reach the intended audience. Continue Reading
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News
16 Oct 2023
Talkdesk expands its AI offerings for the contact center
The cloud-based contact center provider adds more tools to monitor large language model-supported capabilities, which are becoming commonplace offerings for CX vendors. Continue Reading
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Definition
11 Oct 2023
Salesforce
Salesforce, Inc. is a cloud computing and social enterprise software-as-a-service (SaaS) provider based in San Francisco. Continue Reading
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Definition
02 Oct 2023
virtual assistant (AI assistant)
A virtual assistant, also called an AI assistant or digital assistant, is an application program that understands natural language voice commands and completes tasks for the user. Continue Reading
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News
26 Sep 2023
SurveyMonkey Forms has new templates, pre-built prompts
The vendor brings new capabilities such as pre-built question fields with Forms, an online form creation tool, to make it easier for businesses to collect data from customers. Continue Reading
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News
25 Sep 2023
Shopify adds Audiences integrations for more segmentation
The e-commerce vendor builds on its customer segmentation capabilities by adding platform integrations with Snapchat, Criteo and TikTok for creating lists of target contacts. Continue Reading
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Definition
20 Sep 2023
Microsoft Dynamics 365
Dynamics 365 is a cloud-based portfolio of business applications from Microsoft that are designed to help organizations improve operational efficiency and reduce business complexity while controlling costs. Continue Reading
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Definition
19 Sep 2023
microtargeting
Microtargeting (also called micro-niche targeting) is a marketing strategy that uses consumer data and demographics to identify the interests and preferences of specific individuals or small groups to send targeted advertisements that align with their interests. Continue Reading
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News
19 Sep 2023
Oracle's CX GenAI tools consolidate data, manage knowledge
The cloud platform vendor unveiled GenAI tools to increase productivity for marketers, sales teams and customer service agents by creating content and retrieving information. Continue Reading
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News
24 Aug 2023
Salesforce unveils new tools for field service workers
The CRM vendor's new tools for service workers include a virtual appointment scheduler and a platform to view details about customers' purchased products and service history. Continue Reading
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News
23 Aug 2023
Twilio's new CDP tool unites data for more personalization
Twilio's new tool uses its customer data platform, Segment, to connect real-time unified customer profiles with isolated data and boost marketing customization for better CX. Continue Reading
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Definition
22 Aug 2023
heat map (heatmap)
A heat map is a two-dimensional representation of data in which various values are represented by colors. Continue Reading
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Feature
17 Aug 2023
Genesys offers workforce management tool to measure EX
A contact center management firm uses a Genesys tool that collects information about employees' experience to uncover organizational weaknesses and identify ways to improve. Continue Reading
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Feature
16 Aug 2023
Online forms tool offers custom designs and user insights
Digital marketing agency SmartBug Media uses digital customer survey platform Typeform to create custom-designed, brand-appropriate questionnaires and collect user data insights. Continue Reading
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Tip
08 Aug 2023
How to collect customer feedback
Businesses that collect customer feedback are more likely to create positive experiences and address issues. Analyzing feedback can show deeper insights into customer sentiment. Continue Reading
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Tip
03 Aug 2023
How to gather and evaluate customer sentiment
Businesses can harvest customer sentiment from a variety of places, including social media, surveys, likes, comment cards, contact centers and word-of-mouth. Continue Reading
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Tip
31 Jul 2023
ABM vs. demand generation: How are they different?
ABM and demand generation differ in significant ways. But when approached correctly, the two can complement one another, leading to higher revenue and long-term customer loyalty. Continue Reading
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Definition
25 Jul 2023
customer journey map
A customer journey map is a visual representation of the stages a customer goes through when interacting with a company. Continue Reading
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Tip
25 Jul 2023
Top 12 demand-generation strategies for quality leads
Demand generation can play a key role in increasing revenue. Learn some effective demand-generation strategies that stimulate interest in a company's product or service. Continue Reading
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Tip
24 Jul 2023
Top 9 benefits of account-based marketing
Account-based marketing is a targeted approach to building or strengthening customer relationships. Learn how this strategy can make your marketing campaigns even more effective. Continue Reading
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Definition
20 Jul 2023
dimension table
In data warehousing, a dimension table is a database table that stores attributes describing the facts in a fact table. Continue Reading
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Tip
19 Jul 2023
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
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Tip
19 Jul 2023
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
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News
18 Jul 2023
Microsoft releases Sales Copilot, teases Insights tools
The tech giant released generative AI-supported functions for sellers to generate text and summaries, and unveiled new Dynamics 365 Customer Insights tools for marketers. Continue Reading
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Tip
13 Jul 2023
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
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News
10 Jul 2023
Genesys Cloud CX gets FedRAMP certified for government use
The CX vendor obtained Moderate Impact level authorization for its Genesys Cloud CX platform, bolstering security and safeguarding internal operations for U.S. government users. Continue Reading
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News
06 Jul 2023
Event analytics tool answers CX data queries using ChatGPT
Mixpanel aims to improve users' CX strategy with its new generative AI-supported data query tool, which lets users type CX data-related questions and get answers in chart format. Continue Reading
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Feature
21 Jun 2023
Using Fibery to build The Ultimate Workspace for solopreneurs
The no-code digital workspace vendor for SMBs brings total customization to online knowledge hubs and generative AI tools to build online workspaces and create content quickly. Continue Reading
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News
15 Jun 2023
Tableau analytics platform tightens connection to Salesforce
The update includes a tightened connection to Salesforce aimed at making it easier for joint customers to work with their customer data. The update also provides more functions. Continue Reading
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Tip
15 Jun 2023
8 CX challenges facing organizations and how to address them
There are many barriers to effective CX initiatives, but most revolve around communication at the consumer and enterprise level. Continue Reading
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News
13 Jun 2023
Salesforce moves forward with secure, private generative AI
With its new AI Cloud and built-in Einstein GPT Trust Layer, The CRM and CX vendor is investing in generative AI technology and adding data security and privacy features. Continue Reading
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News
12 Jun 2023
Salesforce unveils AI Cloud with new Einstein GPT Trust Layer
AI Cloud houses the Einstein GPT Trust Layer with generative AI safety features, including data masking to remove personal information from data sent to large language models. Continue Reading
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News
07 Jun 2023
Salesforce adds GPT to Commerce and Marketing clouds
The CRM giant adds generative AI capabilities and an expanded Google partnership to help marketers bring personalized content to customers and improve CX. Continue Reading
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Definition
06 Jun 2023
digital ecosystem
A digital ecosystem is a group of interconnected information technology resources that can function as a unit. Continue Reading
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Definition
24 May 2023
third-party cookie
A third-party cookie is a cookie that's placed on a user's device -- computer, cellphone or tablet -- by a website from a domain other than the one the user is visiting. Continue Reading
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Definition
23 May 2023
Adobe Experience Platform
Adobe Experience Platform is a suite of customer experience management (CXM) solutions from Adobe. Continue Reading
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Definition
18 May 2023
customer analytics (customer data analytics)
Customer analytics, also called customer data analytics, is the systematic examination of a company's customer information and behavior to identify, attract and retain the most profitable customers. Continue Reading
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News
16 May 2023
SAP's new CX tools for retailers include generative AI assistant
The vendor's new tools include Digital Assistant for better personalization, accelerators to use customer data to improve CX, and a platform to sell excess products on the market. Continue Reading
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Definition
02 May 2023
build to order
Build to order is a methodology and manufacturing practice where a product is created once a confirmed order is received. Continue Reading