2023-03-22 16:41
When data is plagued by hidden biases from the way customer feedback is gathered, not even complex analytic tools can help us see what is really going on.
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“All Hands” meetings have historically enabled large organizations to communicate key information in a timely and effective manner. New tools now bring these benefits to virtually any organization. An updated review is available at CMS WiRE.
2023-03-22 16:39
With product distinctiveness rapidly disappearing and product pricing becoming the blanket differentiator, how can brands handle CX disruptions successfully?
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2023-03-22 16:03
From scouting talent to gaining a deeper product understanding, attendees at Adobe Summit 2023 have plenty of reasons to be here.
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2023-03-22 14:56
Must-know GA4 features that will transform the way you analyze and optimize your online presence.
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2023-03-22 13:43
Part 2 of this article series discusses the role of artificial intelligence (AI) in retail and digital personalization.
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2023-03-22 13:37
Explore how you can leverage generative AI for your marketing, customer experience and social media strategies.
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2023-03-21 22:05
Adobe's latest generative AI services are announced at Adobe Summit 2023 as Adobe teams up with NVIDIA, OpenAI and Microsoft.
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2023-03-21 15:22
Our CMSWire contributors on this CX Decoded podcast draw on their personal experiences to discuss customer loyalty, customer experience and more.
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2023-03-21 14:14
We are wasting the environment for the sake of frivolous consumption.
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2023-03-21 13:46
Without question, the challenges of communication are great, and any business leader can glean valuable lessons from reading Sally Susman's new book.
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2023-03-21 12:17
People don't see the tech industry as they once did. And it almost cost the sector a rescue.
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2023-03-21 11:47
How marketers can assess the changes and evaluate their content and technical SEO.
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2023-03-20 16:40
The SVB bank collapse, along with other banks, is sending reverberations through the banking industry and exposing instability. Is there a CX silver lining?
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2023-03-20 13:52
Virtual assistants can elevate the customer experience. Here’s a primer on the different virtual assistant types and how they can best assist your customers.
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2023-03-20 13:00
The way digital experience platforms can deliver seamless and personalized customer experiences across omnichannel digital touchpoints.
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2023-03-20 12:34
True data ownership requires a little action. Learn how to set up your own solid pods and take back control over your data.
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2023-03-20 12:02
As your CX and internal staff engage to support customers, your metrics should include the success of their collaboration.
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2023-03-20 11:31
How businesses use zero-party data to foster stronger customer relationships and improve the customer experience.
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2023-03-17 17:25
Did you miss something last week on CMSWire? Check out these highlights of our top stories in the world of customer experience and marketing.
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2023-03-17 15:20
Marketers who rely on TikTok to engage with new audiences could face consequences if the platform is banned.
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2023-03-17 13:30
What happens in Vegas...builds your network. Adobe kicks off its annual Adobe Summit conference next week live and in person — in Las Vegas.
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2023-03-17 13:04
While the biggest marketing trade associations cater to all, specialized ones can attract contact center managers and chief data officers.
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2023-03-17 12:48
Deflection is a defensive strategy. Using this as the goal, you automatically put your organization in a mindset of defending yourself from the customer.
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2023-03-17 12:24
When done right, self-service is a powerful tool to enable customers to ask questions and solve problems on their own terms, which improves CX.
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2023-03-16 16:45
Blackstone acquires Cvent, Factoreal launches its Agent App, Acquia enhances its DAM system, more CX news.
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2023-03-16 15:57
GPT-4 takes AI to the next level, Microsoft cuts AI ethics team and more news from the world of artificial intelligence.
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2023-03-16 15:24
Women bring unique cultural perspectives and insights that can help businesses build stronger, more customer-centric strategies.
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2023-03-16 13:47
A discussion on the importance of web accessibility and the common trouble spots and trends that marketers and brands need to know about.
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2023-03-16 13:36
For CMOs, interest is based upon creating omnichannel engagement with customers for products and services they want to buy.
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2023-03-16 13:20
Customer experience lessons learned alert: Should you use a composable DXP platform? How can boosting employee satisfaction boost customer satisfaction?
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2023-03-16 12:33
This is about leveraging data and technology to understand and respond to customers, employees, suppliers and stakeholders in faster and more efficient ways.
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2023-03-15 17:23
Stay up-to-date on the latest in search engine optimization. Learn about SEO strategies, best practices and the latest updates to Google's ranking factors.
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2023-03-15 16:08
There’s plenty to consider when shopping for a new phone system for your business. Here are several reasons why a VoiP system may be right for you.
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2023-03-15 13:07
The Global North is a mirage when it comes to being truly green or genuinely sustainable.
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2023-03-15 12:56
Now more than ever, the convergence of retail and digital commerce has never been more important.
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2023-03-15 12:48
ChatGPT and generative AI will possibly eliminate some jobs, but it's more likely the technology will become part of the workflow of marketing agencies.
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2023-03-15 12:27
Addressing how your company answers these top 10 questions may uncover why you need a CAB program now.
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2023-03-14 19:16
OpenAI, makers of ChatGPT, has released GPT-4, the latest milestone in its effort in scaling up deep learning.
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2023-03-14 15:53
Microsoft's elimination of its ethics and society team raises concerns about its commitment to responsible AI practices.
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2023-03-14 13:57
When significant change happens, how can different communities connect to better leverage and share knowledge?
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2023-03-14 13:34
Building a positive employee experience within your organization can improve customer satisfaction and business results.
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2023-03-14 13:25
Smart CIOs drive the alignment needed to help their CMOs and businesses win.
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2023-03-14 13:02
The view of determining the return on investment of your marketing content and campaigns is fundamentally flawed.
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2023-03-14 12:40
The customer success (CS) team is increasingly the custodian of the post-purchase CX. Here’s how to make modern CS teams succeed.
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2023-03-14 12:24
Facebook's mulling a decentralized platform that rivals Twitter and Mastodon, but can it be a marketing goldmine?
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2023-03-13 20:23
Silver Lake and CPP Investments will acquire Qualtrics for $12.5 Billion as SAP sells entire stake.
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2023-03-13 12:52
The primary reason the existing playbook isn’t working is buyer indifference. Buyers have become numb from being bombarded by the same tactics.
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2023-03-13 12:34
There are lessons for customer experience leaders to learn in the student experience, starting with taking away financial stress.
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2023-03-13 12:27
With these tools, brands can pinpoint areas for improvement and make data-driven decisions to enhance their products or services.
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2023-03-10 16:08
An exploration of the predictive analytics process and examination of some of the most common models and how they can improve CX.
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2023-03-10 15:26
Collecting voice of the customer data can be hard. Analyzing and acting on it is even harder. These VoC tools can simplify the process.
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2023-03-10 14:18
Acquia enhances digital management system, Wizard Digital merges with BrandStar, more CX news.
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2023-03-10 13:35
With heightened digital privacy awareness, processes for opting-in or out is now a staple of customer experience.
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2023-03-10 13:08
SXSW can elevate your customer-centric inspiration for your brand and your customers, and it's not the only Austin-based CX conference this year!
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2023-03-10 05:00
Did you miss something last week on CMSWire? Check out these highlights of our top stories in the world of customer experience and marketing.
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2023-03-09 14:45
Microsoft unveils new AI assistant, Google researchers have big announcement, SOCi raises $120 million, more AI news.
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2023-03-09 12:09
AI is revolutionizing contact centers, but getting the balance right between AI and human interactions to ensure customer satisfaction remains a challenge.
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2023-03-09 11:54
Although large language, generative AI models like ChatGPT are impressive and very useful, they are not ready to replace the human in the loop.
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2023-03-09 11:42
Advantages and shortcomings of predictive analytics, and how the practice is changing in order to keep up with the evolution of technology.
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2023-03-09 11:34
Separating the hype from reality when it comes to generative AI.
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2023-03-09 11:02
Composable thinking can help organizations adapt to changing customer needs and preferences while minimizing disruption and ensuring a seamless user experience.
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2023-03-08 18:32
Salesforce introduces Einstein GPT, a new generative AI CRM technology to compete in the smart CRM space.
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2023-03-08 13:52
Build unforgettable experiences for consumers no matter what channel, time, or type of interaction.
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2023-03-08 12:50
Connected customer service reps need agile, automated and AI-powered technology that can adapt to a variety of future use cases.
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2023-03-08 12:42
Learn how CPaaS can help your business adapt to evolving customer needs and expectations, while future-proofing your operations and enhancing your CX strategy.
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2023-03-08 12:30
How generative AI, with its advanced capabilities, is changing the game for web search and Q&A and what its impact will be on writers and content creators.
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2023-03-08 12:15
How to turn customer feedback into actionable insights and drive business results with these five strategies.
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2023-03-08 11:02
Compiling information on customer experiences and how these evolve during the customer journey is lifeblood for a brand.
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2023-03-07 14:21
In this episode, experts from Sitecore, Optimizely and Contentstack discuss DXPs in the customer experience space and the trend toward composable platforms.
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2023-03-07 14:14
The onset of OpenAI’s ChatGPT made it possible for HubSpot’s founder to achieve a decades-long dream — the release of ChatSpot.ai and Content Assistant.
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2023-03-07 14:01
The July 2023 sunsetting of Universal Analytics may feel inconvenient, and it will take some time and effort to transition to Google Analytics 4.
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2023-03-07 13:08
Keeping open lines of communication and taking feedback to heart makes it easier to determine which trends to pursue, and which to ignore.
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2023-03-07 12:01
Ready to elevate your customer service game? Discover the power of the contact center and how it can revolutionize omnichannel customer experience.
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2023-03-07 11:30
Monthly fees for Facebook, Twitter and Snapchat are not for ordinary users. They’re for the professionals who’ve taken over the feeds.
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2023-03-07 11:03
Will feeding AI "garbage data" result in the decline of human wisdom?
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2023-03-06 17:38
Microsoft's continuing to get into the generative AI mix, this time with an upgrade to its CRM, customer experience and marketing offerings.
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2023-03-06 15:16
Data management got you confused? We've got you covered. Find out the difference between CDP and DMP platforms and which one's right for your business.
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2023-03-06 12:31
Despite the associated controversy, generative AI stands to be a powerful tool in the marketing world.
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2023-03-06 12:00
With some changes in their approach, retail businesses can thrive in complexity and unpredictability.
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2023-03-06 11:33
Experts warn poor quality data can harm businesses, suggest strategies for improving data quality — from defining measures to eliminating silos.
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2023-03-06 11:02
In February, the FTC issued guidance cautioning against overpromising in advertising for AI products and also launched its Office of Technology.
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2023-03-03 13:45
ChurnZero debuts Northpass Learning, DotKonnekt launches an experiential commerce platform, Adobe offers RampID, more CX news.
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2023-03-03 13:39
The pros and cons of the contact and opportunity model versus the lead model in Salesforce, and how tracking the right data is key to your business success.
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2023-03-03 13:31
RPA brings to mind humanoid robots replacing human employees, but it’s actually much more benign (and beneficial) than that.
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2023-03-03 13:17
Experiencing vendor lock-in, unable to pack up your data and migrate from to another platform? You're not alone. But the OSIRIS Alliance might have the answer.
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2023-03-03 12:56
In times of economic uncertainty, investing in customer experience can set companies apart from their competitors.
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2023-03-03 12:33
The fanciest tools and technology in the world achieve nothing without people, meaningful interactions and processes.
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2023-03-02 19:04
Developers now have access to some of the most cutting-edge machine learning tools available with the debut of APIs for OpenAI's ChatGPT and Whisper AI models.
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2023-03-02 13:45
Composable DXP or headless publishing could provide a more flexible and agile platform, but is this likely to be enough to provoke a change?
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2023-03-02 13:21
CMSWire Reporter Jennifer Torres chats with Acrolinx Chief Marketing Officer Chris Willis on this edition of CMO Circle.
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2023-03-02 12:37
What organizations should do to prepare for and thrive during the artificial intelligence revolution.
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2023-03-02 12:10
Mastodon has its perks, but Facebook wins the business impact by a landslide.
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2023-03-02 11:48
Keep your customers satisfied, loyal and coming back for more.
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2023-03-02 11:32
While generative AI has many uses and capabilities, there are also many challenges of using it for customer data analysis.
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2023-03-01 19:57
Bluesky Social, the new social platform offering a decentralized alternative to Twitter, is available on the Apple App store, by invitation only.
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2023-03-01 13:30
A ChatGPT outage causes an uproar, Snapchat launches My AI, and Bard wants beta testers. That and the rest of the scoop in AI news.
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2023-03-01 13:04
As user behavior changes, brands must plan for more personalized, authentic, and thoughtful social media strategies to stay relevant.
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2023-03-01 12:33
Create effective content for each stage of the modern customer journey, from awareness to advocacy, and turn buyers into brand advocates.
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2023-03-01 12:01
For those who say ChatGPT won't replace humans in the workplace, a survey says they're already wrong.
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2023-03-01 11:30
Due to customers' shift toward third-party digital commerce channels, marketing leaders need to adapt their strategy.
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