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Customer data management News
January 23, 2018
Whether or not Salesforce is building out its own infrastructure is the first big CRM story in 2018, but it won't be the only one.
December 08, 2017
Conversational commerce between a human and an artificial intelligence is immature and mostly brokered by the tech giants. That doesn't mean CIOs shouldn't put in their two cents.
November 30, 2017
In UC news, organizations are deploying third-party E911 services for additional call management capabilities, while Genesys announces a chatbot integration with Amazon.
November 29, 2017
It can be challenging to pick a call center technology, implement it and optimize it for the best results. Here are the top 8 call center tools to deliver the best customer experience.
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Chatbots may never replace humans at call centers. But they can alleviate high call volumes and route queries to humans when they're too thorny for automated responses. Continue Reading
Avoiding General Data Protection Regulation penalties means getting your CRM compliance program in order before the sweeping regulation goes into effect late this spring. Continue Reading
Predictive analytics is a form of advanced analytics that uses both new and historical data to forecast activity, behavior and trends. Continue Reading
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It might seem like contact centers are all being automated by AI chatbots, but for now, the jobs of human agents are still safe while all the kinks are worked out. Continue Reading
Not all of travel club Secret Escapes' members want to see all 140 last-minute sales it runs every week. AI marketing personalization tool Jetlore helps prevent over-messaging. Continue Reading
Chatbots find a beachhead on social sites as customers seek information and customer service there. But are these bots 'human' enough to get the job done? Continue Reading
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AI chatbots enable companies to automate some sales and service tasks, but the combination of people and smart machines creates better outcomes than either one alone. Continue Reading
Think you're ready to turn over some of your customer service responsibilities to virtual agents? An expert offers 10 tips for implementing chatbots. Continue Reading
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
Problem Solve Customer data management Issues
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Having trouble selecting the wine that goes best with a special meal? And what if your preferred shop doesn't have it? Vivino helps you choose -- and, if needed, find -- the right wine. Continue Reading
Azumi Mobile, a smartphone manufacturer, takes advantage of software from DeviceBits to merge AI, machine learning and predictive analytics to overhaul its customer experience journey. Continue Reading
The difference between traditional data governance and rules surrounding the mining of customer data is an extra layer to prevent the 'stalker effect' that turns away business. Continue Reading