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Commerce technology and strategy News
March 15, 2017
The purchase of Tagga is expected to help Campaign Monitor combine cloud email marketing with CRM. Less costly, more personalized marketing campaigns will be possible.
February 01, 2017
The Salesforce flavor of artificial intelligence, Einstein, is trying to bring practical productivity to everyday tasks, but can it prevail over long-standing competition?
January 26, 2017
While it may be beneficial in the long run, creating AI software requires patience, investment and the right cast of employees. For one company, the investment paid off.
January 03, 2017
Predictive analytics, voice-activated devices and artificial intelligence will take shape as significant technology trends in 2017. Some still await further maturity.
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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. Continue Reading
A chatbot is a computer program that attempts to simulate the conversation of a human being via text or voice interactions. Continue Reading
Social CRM, or social relationship management, is customer relationship management and engagement fostered by communication with customers through social networking sites, such as Twitter and Facebook. Continue Reading
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Between new GDPR email marketing regulations and questions about AI, the marketing automation trends to watch might include an AI slowdown. Experts give mixed opinions. Continue Reading
Integrating e-commerce and CRM will become the norm as B2B and B2C operations look to mobile-first marketing to close sales, keep up with Amazon and derive revenue from AI. Continue Reading
The phone is still the preferred mode of communications across all age groups for consumers dealing with contact centers, according to a recent survey. Continue Reading
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Chatbots may seem basic or rudimentary now, but just wait: AI advancements will take virtual agents to new levels of competency to engage customers. Continue Reading
Experts say organizations should focus on enhancing the customer experience with chatbots -- not so much on passing the legendary Turing test for artificial intelligence. Continue Reading
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. Continue Reading
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After decades of catering to the needs of known customers, outdoor retailers now see the light and are targeting old and new customers with data-driven marketing and sales initiatives. Continue Reading
Learn how to improve the customer experience with these 15 customer experience initiatives any company can implement. Continue Reading
Customer service agents set the tone for a customer's interactions with a company. Learn how to improve the experience with contact center management dos and don'ts from an expert. Continue Reading