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To deliver a more seamless cross-device experience for customers, Salesforce has introduced Snap-In SDKs for the Web and for mobile devices. (Featured on SmartCustomerService.com.)
Only 3 percent of all companies can start a customer interaction on one channel and seamlessly move to another channel, while still maintaining all the context of the previous interactions. (Featured on SmartCustomerService.com.)
If businesses wish to hold on to their customers, they must go beyond their demands for outstanding experiences and reach them in their channels of choice.
Companies that resist digital transformation may need their mind-set disrupted.
Contact centers have a crucial need for knowledge management, but other technologies are also key. (Featured on SmartCustomerService.com.)
In connecting with customers, companies should reach out on a human level: telling stories, creating personas, and building loyalty and trust.
Gathering insights to give customers the experiences they want will give companies an edge.
Customer effort and a customer experience mentality are cited as the keys to improving service. (Featured on SmartCustomerService.com.)
The deal adds cloud and contact center infrastructure technology to NICE's portfolio. (Featured on SmartCustomerService.com.)
The enhancements enable managers to coach their sales reps in alignment with company goals, and adjust compensation plans according to industry best practices.
SAP is adding more predictive and machine learning capabilities and unifying its analytics solutions under the BusinessObjects brand.
The new cloud-based order and billing solution headlines a day of product announcements, including updates to OneWorld and Intelligent Order Management.
The partnership between SAP and Microsoft brings SAP enterprise apps to Office 365.
Executives stress that enhanced technologies can learn over time and work to uncover insights that drive richer customer experiences.
The new platform seeks to build a direct connection between advertisers and publishers.
Most contact centers can't handle contacts that fall outside their primary languages. (Featured on SmartCustomerService.com.)
Cross-departmental communication is a must for companies who wish to nail customer experience.
Customer service has to be unique to be effective. (Featured on SmartCustomerService.com.)
Project Orion aims to give companies the tools for interacting with customers at every step of their journey.
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