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Microsoft Envision/Ignite 2017: Supplying the Ingredients of Digital Transformation
On day one of its annual conferences, Microsoft announces deeper product integrations and updates to Microsoft 365 and Microsoft Dynamics 365.
Reality Check: Bots Are Here to Serve You
Thanks to machine learning and AI, bots today can usually give customers what they want.
The Tipping Point: Personalized Customer Service Means Recognizing Low-Key and Diva Moments
Journey maps can help companies understand—and adapt to—context.
NewVoiceMedia Updates its Cloud Contact Center Platform
According to the company's president and COO, the releases help companies "master the basics" in their contact centers and "home in on the DNA" of outstanding conversations. (Featured on SmartCustomerService.com.)
Intercom Announces New Features for Its Live Chat for Sales Solution
The new features aim to help businesses develop a single view of the customer and deliver a single experience for the end user.
Salesforce.com Updates Sales Cloud Einstein
The upgrade applies artificial intelligence capabilities to sales data to produce forecasts, lead scores, and directions for email follow-ups.

Viewpoints (Web Exclusives)
At first you might be winging it, but with good personnel, processes, and technology (not to mention time, effort, and accountability), you'll be on your way to true customer success.
Don't be deterred by these misconceptions: Customer journey analytics can be critical to your customer experience—and your bottom line.
Not securing leadership buy-in and failing to plan for necessary expenses and expertise are among the pitfalls.
More Viewpoints...
CRM Magazine, September 2017
The 2017 CRM Market Awards
Read about the visionaries, vendors, and user companies that are helping to remake the industry
The 2017 CRM Market Influential Leaders
Join us in recognizing their achievements
The 2017 CRM Market Rising Stars
These vendors provide the technologies, products, and services that keep the CRM industry vibrant and humming
The 2017 CRM Market Leaders
Our finalist and winners in nine categories point the way forward with the latest products and capabilities hitting the market
The 2017 CRM Market Elite Customers
The user companies that demonstrate the power of a good solution
Across the Wire
Neustar Partners with KUBRA
SAP to Acquire Gigya
Enacomm and CallVU Partner
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