customer experience management

The "old way" — where you kept product teams hidden away while customer success dealt with delivering bad news — no longer works.

Assembled, which bills itself as a workforce management platform for customer support teams, today announced that it raised $51 million in a Series B funding round led by New Enterprise Associates, wi

CX can’t be thought of as a special project or the responsibility of a single function, such as user research. It needs to be a way of life.

The concept of the customer data platform (CDP) is a relatively new one. Up until now, it has focused primarily on pulling data about an individual consumer from a variety of channels into a super rec

Sprinklr has been busy the last few years acquiring a dozen companies, then rewriting their code base and incorporating them into the company’s customer experience platform. Today, the late-stag

Acquia, the commercial company built on top of the open source Drupal content management system has pushed to be more than a publishing platform in recent years, using several strategic acquisitions t

Adobe announced today that Adobe Experience Manager (AEM) is now available as a cloud-native SaaS application. Prior to this, it was available on premises or as a managed service, but it wasn’t

Yesterday, Adobe submitted its quarterly earnings report — and the results were quite good. The company generated a tad under $3 billion for the quarter, at $2.99 billion, and reported that reve

There are few topics as hot right now in the enterprise as customer experience management, that ability to collect detailed data about your customers, then deliver customized experiences based on what

Today at Adobe Summit in Las Vegas, Adobe announced some enhancements to its Analytics Suite that are supposed to help marketers understand their customers more deeply, including a new tool to track t

SAP CEO Bill McDermott was jacked up today about his company’s $8 billion Qualtrics acquisition over the weekend. You would expect no less for such a big deal. McDermott believes the data Qualtr

How many times have you called into a company, answered a bunch of preliminary questions about the purpose of your call, then found that those answers didn’t make their way to the CSR who ultima

For years, marketers have been trying to optimize the online shopping experience to better understand their customers and deliver more customized interactions that ultimately drive more sales. Artific

Adobe reported its Q2 FY’18 earnings yesterday and the news was quite good. The company announced $2.2 billion in revenue for the quarter up 24 percent year over year. That puts them on an impressiv

We keep hearing about the value of customer experience from some of the world’s biggest software companies. Last week Adobe trotted out the customer experience system of record at Adobe Summit.

At the Adobe Summit in Las Vegas this week, privacy was on the minds of many people. It was no wonder with social media data abuse dominating the headlines, GDPR just around the corner, and Adobe anno

For years, the goal of marketers was to understand the customer so well, they could respond to their every need, while creating content specifically geared to their wishes. Adobe Cloud Platform has lo

Oracle announced a slew of AI-driven capabilities across its Customer Experience Cloud Suite  today that are designed to help users to deliver better, faster and more personal experiences. If you t

For years we've been hearing about the promise of customer experience management, the notion that you can understand your customer at a highly detailed level and serve them the content, products, serv

Sprinklr, the unicorn startup with a valuation of $1.8 billion, announced a major update today, which shifts the company’s focus from a pure social signals platform to customer experience manage