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Customers Don’t Want to Be Bothered While Shopping—Unless They Need Service
Consumers are opting to use technology to help them throughout the purchase process, and they don't want to interact with store associates unless they need help. (Featured on SmartCustomerService.com.)
IBM Launches Watson Assistant
Watson Assistant uses IBM's cognitive computing platform to create personalized consumer experiences.
Required Reading: The Geek, Nerd, Suit Approach to Customer-Centricity
Achieving customer-centricity requires a partnership between IT, analysts, and business strategists.
Verint Debuts AI-Powered Self-Service Capabilities
The new capabilities, including IVAs and chabots, are the first AI rollouts since the company acquired AI technology provider Next IT last year. (Featured on SmartCustomerService.com.)
Video Interview: CRM Evolution Speaker Jeremy Epstein, CEO of Never Stop Marketing
Speaking to conference co-chairs Paul Greenberg and Brent Leary, Jeremy Epstein gives a preview of his CRM Evolution session, titled "Blockchain and the CMO: The Next Era of Marketing."
Salesforce.com Launches Essentials for SMBs
Essentials brings Sales Cloud and Service Cloud capabilities to small businesses.

Viewpoints (Web Exclusives)
To adapt to customer moments of need, companies need strategies that enable real-time responsiveness.
Personalization and new technologies continue to reshape the business landscape. Here are the emerging sales and marketing trends that can help you stay ahead of the competition.
No one has a monopoly on insight. Figuring out the ‘who,' ‘what,' and ‘why' of sales prospecting requires a collaborative approach.
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CRM Magazine, April 2018
The 2018 CRM Service Awards
Our 15th annual recognition of innovation and success in customer service
The 2018 CRM Service Leaders
Our 15th annual recognition of innovation and success in customer service
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