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How important is the Turing test in customer service?

Experts say organizations should focus on enhancing the customer experience with chatbots -- not so much on passing the legendary Turing test for artificial intelligence.

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Sports teams using analytics software connect with fans

The San Antonio Spurs adopted Kore Software to build on top of its CRM to help with customer experience.

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What's important in a marketing automation platform?

Small and medium-sized businesses looking to implement marketing automation should start with email, social media and internal communications tools, according to expert Matt James.

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Social media CRM best practices

As social media begins to play a larger role in customer interactions, social media CRM best practices are an increasing must-have for any organization trying to keep up.

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CRM / Call Center Basics

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    Sports teams using analytics software connect with fans

    The San Antonio Spurs adopted Kore Software to build on top of its CRM to help with customer experience.

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    virtual agent (intelligent virtual agent or virtual rep)

    A virtual agent (sometimes called an intelligent virtual agent, virtual rep or chatbot) is used to describe a program based in artificial intelligence (AI) that provides automated customer service.

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    CRM analytics

    CRM (customer relationship management) analytics comprises all programming that analyzes data about customers and presents it to help facilitate and streamline better business decisions.

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