• January 18, 2019 18 Jan'19

    AI-fueled Verizon Digital CX targets virtual contact centers

    Telecom giant Verizon is boosting its software business with an AI-based CX system for contact centers, with tools for virtual and live agents, authoring and social engagement.

  • January 15, 2019 15 Jan'19

    CX strategy a vital part of modernizing a business

    Consumers are providing retailers with more data than ever before, with expectations that they will receive a personalized experience. But that can be challenging for retailers.

  • January 07, 2019 07 Jan'19

    HubSpot Ventures to strategically fund friendly startups

    HubSpot remembers the financial backing it received as a new company and creates its own $30 million venture fund to invest in startups that align with the HubSpot mission.

  • December 24, 2018 24 Dec'18

    2018 in review: CRM morphs into CX software

    Acquisitions and new products marked a busy 2018, with vendors like Salesforce, Adobe and SAP making splashy acquisitions while refocusing on customer experience.

  • November 19, 2018 19 Nov'18

    Zendesk CRM moves beyond customer service into CX

    Zendesk moves on from focusing solely on customer service by adding analytics, sales force automation and CRM capabilities, while also providing third-party integrations on AWS.

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  • November 16, 2018 16 Nov'18

    Zoho CRM Plus gets AI boost, aims to connect departments

    Zoho's new CRM release may help bring departments together, but it's unclear if the flood of AI tools and more data sharing will differentiate the vendor in the robust CRM market.

  • November 13, 2018 13 Nov'18

    SAP CX move with Qualtrics challenges Salesforce, Oracle

    By acquiring Qualtrics, SAP is expanding beyond ERP and entering the CX space, challenging market leaders Salesforce, Oracle and Adobe. It also is expanding its HR tech suite.

  • November 09, 2018 09 Nov'18

    Cloud e-commerce IT battle pits content management vs. CRM

    Today, ERP-based and stand-alone e-commerce systems dominate the market. As more and more companies go to the cloud, CRM and CMS vie to be the next foundation of e-commerce.

  • October 25, 2018 25 Oct'18

    Adobe Magento Commerce Cloud brings e-commerce muscle

    After acquiring Magento for $1.7 billion earlier this year, Adobe has integrated its commerce product into Adobe Experience Cloud for both enterprises and SMBs.

  • October 23, 2018 23 Oct'18

    Oracle CX Unity unveiled at OpenWorld

    In an attempt to compete with Salesforce, Oracle unveils Subscription Management, a software tool to help users manage the growing number of consumer-facing subscription products.

  • September 26, 2018 26 Sep'18

    Clicks-and-bricks one-up online companies with behavioral data

    Physical stores and banks are closing, losing ground to more agile online competitors. Technology and data can help them fight back.

  • September 24, 2018 24 Sep'18

    Open data, customer experience AI the focus for retail automation

    AI is infusing the customer experience not only online, but in stores. At Ignite, SAP, Adobe and Microsoft joined forces for the common goal of sharing data to push AI even further.

  • September 20, 2018 20 Sep'18

    New HubSpot products strategy, CMS updates from Inbound

    At Inbound 2018, HubSpot unveiled a new enterprise product line. It also introduced the flywheel, a circular metaphor for the customer relationship with sales, marketing and service.

  • September 19, 2018 19 Sep'18

    Microsoft Dynamics 365 AI going hard after Salesforce

    Microsoft hammers Salesforce by launching low-code, AI-based virtual agents for customer service. Also: New tools for sales and marketing add automated insights to Dynamics 365.

  • September 14, 2018 14 Sep'18

    Adobe acquisition of Marketo could shake up industry

    Adobe looking to acquire Marketo could also be a ploy to incite a bidding war for Marketo from its holding company, Vista Equity, according to an analyst.