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February 15, 2017

Case Studies
T-Mobile Sends a Message with Text Support
The "Un-carrier" turns to LivePerson to fuel customer text conversations ahead of industry trends.
CRM Across the Wire
Support.com Announces SeeSupport for Real-Time, Remote Visual Support
SeeSupport enables support agents to tap into customers' smartphones to troubleshoot problems and work with customers toward a fix. (Featured on SmartCustomerService.com.)
Information Builders Partners with Avnet
Information Builders grows its Analytics Accelerator Program with Avnet partnership.
Repsly Updates Mobile CRM
New capabilities have been added to Time and Mileage Tracker, Mobile Forms, Order Management, and Photo Capture.
Boxever Launches OneView and Engage Products
Boxever OneView and Engage are part of a new product suite targeted at retail and financial services.
Resco Offers Resco Mobile CRM in Microsoft's AppSource
Resco now delivers offline mobility to Microsoft Dynamics 365 users via the AppSource.
CRM Featured Articles
Salesforce Adds Einstein to Service Cloud
Salesforce.com today launched Service Cloud Einstein, an intelligent customer service platform connected to CRM data across sales, commerce, marketing, and more. (Featured on SmartCustomerService.com.)
For Chipotle Employees, Pay Will Now Be Tied to Customer Service
Chipotle CEO Steve Ells is making good on his promise to improve the company's customer service by implementing a new compensation system for its employees. (Featured on SmartCustomerService.com.)
Customer Experience
Artificial Intelligence Powers the Future of CX
AI-driven smart services will make all of our customer journeys seamless
Don't Fear Governance
The right governance can drive much better customer service experiences. (Featured on SmartCustomerService.com
Time to Change Your Rewards Program? Here Are 4 Signs
Declining enrollment is an obvious red flag, but there are other signals that your program needs a refresh.

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