Infographics

The evolution of chatbots and generative AI

Customer service chatbots have evolved to include advanced NLP. The three evolutionary chatbot stages include basic chatbots, conversational agents and generative AI.
Salesforce acquisitions from 2022 mark a year of integrations

2022 was slow for vendor acquisitions, and Salesforce was no different. The vendor's three acquisitions in 2022 focused on improving integrations and supporting its ecosystem.

The history and evolution of CRM

Customer relationship management had simple beginnings, which evolved into a sophisticated system that helps businesses improve the overall customer experience.
The evolution of customer service

Today's customer service meets the consumer where and when it is convenient for them, with multiple contact channels, self-service and always-on coverage.
How to improve customer experience with mystery shopping

Mystery shopping -- among other CX management tools -- enables businesses to collect the data necessary to identify customer pain points and improve CX.
Choosing between single- vs. multivendor strategy for CRM

There are two ways to set up a CX tech stack -- either an integrated CRM suite or best-of-breed approach. There are benefits to each model, and the two are compared here.
How Salesforce.org's Philanthropy Cloud and Nonprofit Cloud differ

Salesforce.org's Nonprofit Cloud and Philanthropy Cloud both partner with nonprofit organizations but in different ways. The uses of each are compared here.
The differences between CRM vs. CX strategy

CRM and CX seem very similar, but examining the principles of each shows emerging CX approaches focus on customer retention. We compare and contrast the two.
Salesforce acquisitions a big part of CRM vendor's busy 2018

Again, 2018 showed how important acquisitions are to Salesforce's growth and expansion into markets such as AI, e-commerce, integration and collaboration.

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