New & Notable
CRM strategy News
February 11, 2019
By combining Verint and ForeSee, users can capture customer interactions through SMS and customer surveys, as well as through online traffic and digital channels.
January 18, 2019
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.
November 13, 2018
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.
October 25, 2018
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.
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Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving customer ... Continue Reading
A chatbot (sometimes referred to as a chatterbot) is a computer program that attempts to simulate the conversation or "chatter" of a human being via text or voice interactions. Continue Reading
Businesses use mystery shopping platforms, comment cards, brand reputation management and more to identify customer pain points and improve customer experience. Continue Reading
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Analysts see customer data continuing to be the main objective for CX companies, and that integration between platforms and third-party applications will grow in importance. Continue Reading
Figuring out whether your organization needs sales force automation, sales enablement or sales forecasting tools can be challenging, and that's before factoring in AI. Continue Reading
AI in customer service enables products and services companies to respond to consumers before the customer experience breaks down and negatively affects retention. Continue Reading
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Customer experience management is growing. Learn about technologies, strategies and best practices that businesses are applying to their CEM. Continue Reading
Sporting goods giant uses sales performance and planning tools to upend traditional product-centric approach, tackle engagement issues and pitch a better story to customers. Continue Reading
If your organization plans to implement AI into its workflow, be sure to develop a sound strategy and provide the necessary training to get the most out of the software. Continue Reading
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Planning, patience, trial and error and a business-minded team approach are the keystones to developing chatbots with human-like qualities that seamlessly assist customers. Continue Reading
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
Call center agents need to make sure they have the skills for which hiring managers are looking. Here are the top call center agent job skills you'll need to land a job in a contact center. Continue Reading