customer experience

Qualtrics was once a hot startup before SAP bought the company in 2018 for $8 billion. It was a fine exit, making the founders rich, but it never was really a good fit. SAP spun out the company just t

It was a terrible year for customer service. As a result, customer experience, something we've been hearing about for years, suffered.

It doesn’t matter what kind of web site it is, the “customer journey” has always been important, otherwise you lose that engagement and the end result can hit the bottom line. That was a

Thoma Bravo and Sunstone Partners announced today that they’re acquiring customer insight platform UserTesting for $1.3 billion in an all-cash deal. The acquirers say they plan to combine it with Us

It was a big week for the customer experience market, with two major players in the marketing tool space taking swings to bring the idea to the next level.

The ultimate goal of pulling customer data together into a customer data platform (CDP) is building more meaningful customer experiences in real time. Up until now, that’s been more aspirational

Salesforce is the best selling CRM in the world, and Snowflake is one of the top cloud data lakes. The latter lets customers store and manage massive amounts of unstructured data. When you mix the two

In-session marketing, a form of inbound marketing that attempts to analyze and influence web and app users’ purchasing decisions, is often challenging to implement. With so much competing for co

Successful companies realize that customer success is a mindset that places the customer at the organization’s center.

You may have perfected the top of the funnel, but you very well could have missed the gaps in the bottom.

How do we create customer experiences that are equivalent to the TSA PreCheck to help us retain revenue?

Gorgias' technology brings all of the channels that shoppers use to contact online stores into one feed for each company.

FullStory, which sells analytics tools for apps and websites, secured $25 million in new equity financing, paperwork filed with the U.S. Securities and Exchange Commission this week shows.  According

I’m sick and tired of being surveyed after every interaction with anyone these days, whether it’s my dentist, an airline or Home Depot. A few weeks ago, I bought a spray nozzle for $5. I got an em

Okendo analyzes customer review data to drive more sales and customer trust.

When it comes to assessing investment opportunities, few venture and growth equity investors have the resources to conduct thorough technical diligence. This needs to change.

Technology leaders don’t like to admit it, but sales has a perception problem that deters many fabulous candidates — especially women and minorities — from pursuing careers in tech sales.

What separates the most effective companies from their competition is how marketing teams focus their efforts and put the data to work to deliver exceptional brand experiences.

Getting back to consumers means understanding data on them, experimenting with solutions and iterating. Sound familiar? That’s exactly what product teams do to refine their offerings.

Metrics alone don’t help you build a business. They can help you set targets, but they do little to help you hit those targets.