CRM Featured Articles

Microsoft Acquires Nuance in $19.7 Billion Deal

Microsoft will incorporate Nuance's technology in its cloud products for health care. (Featured on SpeechTechMag.com.)

Contentful Speakers Elevate the Importance of Digital Content

As the world has gone digital, speakers at Contentful's Blueprints virtual event touted the value of content while maintaining a human connection.

Software Advice Sees Clicks and Bricks Paving the Way in 2021

New research finds that a third of small businesses are moving a physical store online.

Nucleus Highlights Increased Automation as CRM's Biggest Change

Nucleus Research's 2021 CRM Value Matrix highlights increased flexibility and customer-centric ideals.

Talkdesk Launches AI Trainer for Contact Centers

Talkdesk AI Trainer lets contact center agents and supervisors observe, validate. and improve artificial intelligence models. (Featured on SmartCustomerService.com.)

Today's Most Confident Sales Teams Have Embraced Digital Transformation, Capgemini Finds

There's a common misconception among B2B organizations that digitizing means automating away salespeople, but that is just not the case, according to a new report.

Coveo Event Speakers Urge Companies to Be Relevant

Relevance relies on a combination of artificial intelligence and machine learning to deal with the flood of data, Ray Wang told attendees.

Loop & Tie Launches Salesforce App

New app combines Loop & Tie's choice-based gifting with the extensibility of Salesforce.

Illegal Telemarketers Beware: FCC Issues $225 Million in Fines to Two Companies

The FCC last week issued the largest fines in agency history to two firms that allegedly placed more than 1 billion scam calls to consumers in less than five months.

Salesforce Adds ABM Capabilities

Salesforce is launching Einstein Key Account Identification and Accounts as Campaign Members as part of its Digital 360 platform.

Marketing Creativity Needs an AI Assist, Forrester Says

Forrester analyst Jay Pattisall urges companies to adopt intelligent creativity that blends human and artificial intelligence to solve marketing challenges.

Microsoft Announces Dynamics 365 Capabilities at Ignite Event

Updates to Microsoft Dynamics include a slew of new capabilities and Teams integrations.

Shift How You Think About Emotion and Journeys

Customer journeys need to include the baseline, the curve, and the punch, Forrester analyst suggests.

Forrester Identifies Five Factors to Supercharge CX Enablement 

Companies need to foster employee creativity and collaboration to improve customer experience delivery, Forrester asserts in a new report.

Customer Service Leaders to Spend on Digital in 2021

Digital channels and capabilities are the top customer service spending priorities for 2021, Gartner finds.

Contact Center Software Market to Reach $72.04 Billion by 2027

Allied Market Research foresees an 18.9 percent compound annual growth rate for contact center software for the next seven years.

TV Ads Fail for B2B, Research Finds

Three-quarters of B2B TV ads generate no growth or emotional response, The B2B Institute found.

Chat Drives Higher Revenue, Better Retention, Aberdeen Finds

Aberdeen Research found that chat commerce delivers 75 percent improvement in annual revenue growth and a 48 percent bump in customer retention.

As Online Shopping Increases, Demand for Fast, Effortless Service Intensifies

Northridge Group finds consumers work too hard to get issues resolved.

Super Bowl Ads See Pandemic Shift

Some big-name advertisers are sitting this one out, and it's all the pandemic's fault.