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eBook

eBooks

This e-Book will cover common reference architectures associated with customer analytics use cases.

Customer Experience

Get a 360 Degree Customer View with the Avalanche Cloud Data Platform

White Paper

White Papers

This&nbsp;white paper explores the importance of customer and employee experience in the contact center industry, with a focus on improving QA through automation and hybrid methods.

The Contact Center QA “X Factor”

Research Report

Research Reports

To explore trends specific to the CMO role, we conducted a survey of more than 700 current marketing leaders and nearly 300 aspiring marketing leaders across a broad sample of industries and company sizes. Their answers culminated in our inaugural State of the CMO report.

The State of the CMO

Guide

To help you proactively prepare for the unexpected and provide the best customer experience,&nbsp;download this guide that features proactive customer experience (CX) survival tips.&nbsp;

The Ultimate Survival Guide: Transforming reactive service into a proactive experience

This&nbsp;white paper provides insights into device usage and actual user experience, enabling companies to reduce IT expenses associated with device refresh, software license renewals, network bandwidth, and cloud traffic.

Digital Experience

How to Optimize Your Device, Network, and Cloud Costs without Sacrificing Performance or Experience

Get this eBook to learn how to use automated messages for common questions and issues.

How to Reduce Customer Service Response Times

From technical capabilities to internal preparedness, here are 10 tips for deriving greater success from your text analytics investments.

10 Ways to Get More from Text Analytics

Market Guide

Finding the right data management solution that gives a top-level view of all customer data points is critical to business success. A customer data platform (CDP) is an essential piece of marketing technology to put customer data to work.

Customer Data Platforms Market Guide (2023)

Discover how to drive enhanced CX through Generative AI 

Online

How organizations can design, build and run Generative AI into the Customer Experience

The impact of emerging technologies like AI on social media

The Future of Social Media: Emerging Trends and How to Stay Ahead of the Curve

This webinar will explore how personalization can create powerful ecommerce shopping experience.

The Building Blocks of Personalization

Learn how to balance human intuition and interaction with the potential uses of AI to create delightful and lasting CX

The Future of Contact Centers with AI at the Helm

Discover how Twilio Segment’s #1 Customer Data Platform helps implement data-driven strategies.

3 Steps to Unlock Your Customer Data and Drive Revenue

Understand the benefits of utilizing AI across your entire marketing stack

AI for Marketers: Optimize Personalization Across the Funnel

Top 10 Ways to Step Up Your Digital Experience

Outstanding digital experiences demand outstanding content

CMS + DAM: Content at the Center of the Digital Experience

Join us for a lively, engaging, and information packed conversation with two industry experts

[EIS Webinar] How Successful B2B Brands Deliver Next-Level Digital Experiences

Leveraging the power of appreciation to improve the employee experience

The Evolution of Employee Recognition

Best practices & tips to help IC teams thrive

Are You Blocking Your Internal Comms Team Without Knowing It

In today’s age of ransomware and widespread cyber attacks, your cloud data needs to be protected.

Cyber Resilience In The Cloud Is Not Optional

Driving Success in the Digital Workplace with Sinequa

The IT/Business Chasm Surrounding Enterprise Search

A growing company’s guide to hiring and retaining Gen Z and millennial workers

Win Over Tomorrow’s Talent

About Us

Editorial Calendar

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IMPACT Awards

CX Decoded Podcast

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Press Releases

Product Directory

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Explore Customer Experience

CMSWire's customer experience (CXM) channel gathers the latest news, advice and analysis about the evolving landscape of customer-first marketing, commerce and digital experience design.

Engaging With Your Resellers: Top 5 Benefits of a Partner Advisory Board

Observations From a CMSWire CONNECT-Crashing Advertising Creative Director

Customer Support Is an Investment, Not an Expense

How Delivering on ESG Means Delivering on Customer Experience

The Impact of Smart Tech on Customer Demands

Digital Marketing

The Best Marketing Plans in a Cookieless World

ICYMI: AI on the Global Stage, Balancing Human and AI Qualities

Turn It Off & Delete: Tips for Sustainable Laptops, Part 2 

3 Companies Getting Customer Experience Right

Explore Contact Centers

Contact Centers handle large volumes of inbound and outbound phone calls, emails, and chat interactions from customers. They play a crucial role in shaping a customer's experience by providing prompt and effective support and resolving customer inquiries and issues. A well-run call center can help build customer loyalty, improve customer satisfaction, and drive business growth. CMSWire's editorial team explores the latest operational best practices, strategies and technologies that are shaping the contact center and customer service industries.

AI-Enhanced Contact Center Platforms for World-Class Customer Service

1-800 Calling All Organizations: What Content Marketers Can Learn From Customer Service

The Power of the Super Agent: The Key to Customer Satisfaction

Contact Center

Is This the Year AI Dominates the Call Center? 

 AI Enhances  Customer Support, but Watch out for These Common Pitfalls

The Troubled Migration to Cloud Contact Centers

Generative AI Solutions for the Contact Center

Transformative Lessons: My Growth in Customer Experience During Steve Jobs' Era at Apple

Contact Centers

Explore Digital Experience

CMSWire's digital experience (DX) channel gathers the latest news, advice and analysis on driving leadership, platform and tool selection and swiftly growing trends in digital customer experience.

Artificial Intelligence Leaders: AI Threatens Human Existence Alongside Pandemics and Nuclear War

Addressing AI Bias: A Proposed 8th Principle for 'Privacy by Design'

How to Set up and Use the ChatGPT Web Browsing Plugin

From Data Collection to Action: IoT Drives Customer-Centric Innovation

Getting Full Benefits of AI-Human Collaboration in Customer Service

AI Wonderland: Tech Titans Make Every Day Feel Like Christmas

Messagepoint Unveils AI-Generated Content for Customer Communications

Explore Ecommerce

The intersection of content, ecommerce and personalized digital customer experience is paramount for modern businesses. We've gathered everything you need to know about doing business online right here. You can find news, articles and information that will help you stay agile in the face of trends and disruptions in the marketplace, along with thoughts,  ideas and best practices that will help fuel growth and ROI within your business.

3 Steps to Integrate Digital Commerce Operations Into the Marketing Machine

AI Is Transforming Ecommerce Into a Virtual Playground

Ecommerce

Hybrid Sales Teams: The Glue That Fuels Profitability and Market Share Growth

5 Ways AI Is Transforming Ecommerce

How AI/ML Transforms Ecommerce Customer Experiences

5 CX Strategy Questions to Leverage the Future of  AI

Master Ethical AI: Provide Personalized Ecommerce Experiences While Protecting Privacy

Hyper-Personalization: How AI & ML Are Building a New Framework for Ecommerce CX

Transforming Ecommerce With Artificial Intelligence & Machine Learning

Explore Voice of the Customer

Brands can no longer rely on surveys alone to understand customers. As the digital landscape changes, companies must adapt to preserve voice of the customer. Building a best-in-class voice of the customer (VoC) program requires capturing customer feedback about their digital and physical transactions&nbsp;in real-time, as well as the overall relationships and competitive assessments. Learn more about VoC here.

Adjusting Your Customer Service to the Fast-Paced Needs of Customers

Voice of the Customer

Explore Digital Marketing

The latest Digital Marketing coverage including high level marketing strategy, taming the martech stack, how B2B and B2C are similar and different, and up to date insights on best practices from both tools and operational perspectives.

What Marketers Need to Know About the Utah Data Privacy Act

Unleashing AI's Marketing Potential in the Metaverse

Google Ushers in New Age of AI Driven Advertising: What Marketers Need to Know

State of SEO: Google Search Algorithm Updates for Q2 2023

Breaking Silos: Empowering Marketers for Customer-Centric Change

Should Your Brand Be Using Collaborative Marketing?

10 Potential Data Privacy Pitfalls for Marketers

Explore Customer Data Platforms

<a href="/digital-marketing/what-is-a-customer-data-platform-cdp/" title="What is a Customer Data Platform (CDP)?" style="color:#000000">What is a CDP?</a>&nbsp;Customer data platforms are a core piece of the digital customer experience stack that integrate and organize customer data, manage customer profiles and in some cases provide segmentation, analytics, predictions and orchestration. CDPs enable sophisticated, cross-channel customer experiences and have become mission-critical for many organizations.

Digital Workplace

Exploring CDP Implementation and Optimization

Reclaiming the Promise of CDPs

How CDPs and Clean Rooms Help You Build Digital Resilience

Quest for Unified Customer Data: How CDPs Enter Mix

TerminusDB Launches TerminusCMS, Acquia Updates Its CDP, More News

Maximize Your Customer Data Management for Holiday Seasons to Come

Treasure Data, Sinch Partner for Personalized, Omnichannel Customer Interactions

Understanding the Key Components of a Customer Data Platform

MParticle Acquires Indicative, Conductor Hires New CFO and More CX News

Customer Data Platforms

Explore AI in Customer Experience

Artificial Intelligence (AI) is now powering the best-in-class customer experience for today’s leading brands.&nbsp; When incorporated correctly with machine learning (ML), and natural language programming (NLP), it can allow your customers to speak naturally and scale to handle billions of interactions.&nbsp; It can now even secure and protect customers’ PCI in real time as they speak.&nbsp; Read more to learn how today’s top brands are elevating their CX while driving cost savings with AI.&nbsp;

How to Create an Inviting Customer Experience

Tackle Your Labor Shortage Issues by Adopting AI Into Your Customer Experience

How AI Can Help Bolster Customer Privacy

AI, Privacy & the Law: Unpacking the US Legal Framework

AI in Customer Experience

Explore Marketing Automation

CMSWire's marketing automation channel gathers the latest advice, analysis and best practices related to marketing automation platforms, content marketing practices and related digital marketing strategies. Daily updates keep you informed of the latest marketing technology knowledge.

The Psychology Behind Autoplay Ads

How to Craft a Successful Marketing Automation Strategy

How to Handle Machine Customers With Contact Center Adaptation

How Human Insight Enhances AI-Driven Marketing Personalization

A New Era of AI Transformation in the CRM Industry Arrives

Let's Make 'Deflection' a Dirty Word in World of Customer Experience

Connect Customer Service Reps With AI Automation for Contact Center Efficiency

A Comprehensive Guide to Communications Platform-as- a-Service (CPaaS)

The Origins, Growth and Challenges of Robotic Process Automation (RPA)

Marketing Automation

Explore Digital Experience Platforms

CMSWire's Digital Experience Platforms channel gathers the latest news, advice and analysis about DXPs, Web CMS and composable digital experience stacks.

What Is a Composable DXP?

From Web CMS to DX Platforms: The Evolution of Content Management

How the Move From Web CMS to DXP Is Fraying Key Social Contracts

Curiouser and Curiouser – Drawing the Line Between DXP and CDP

Composable DXP: Is It Sales Jargon or Something More?

Digital Experience Platforms

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Analytics

Storing UA Data: Your Best Last-Minute Google Analytics Transition Play

Search

Sustainable Search Engine Optimization: Build a Lasting SEO Strategy

What Businesses Get Wrong About Customer Journey Orchestration

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Explore the Podcast

Customer Experience Decoded is CMSWire's semi-monthly podcast designed to deliver insights from leaders driving the evolution of customer experience, with an emphasis on digital touch points, customer journeys, respectful data management and voice of the customer.

Each episode is designed to help you better understand how industry leaders are managing customer experience and the value these practices can bring to your customers' and employee's daily lives.

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