CRM Featured Articles

Contact Center Performance Can Improve with AI, NICE Interactions Day 2 Speakers Affirm

AI is being used to help with agent performance feedback and scheduling with very positive results, conference speakers confirm. (Featured on

AI Drives Contact Center Efficiency, NICE Stresses at Its Interactions Conference

Artificial intelligence has so much potential, but companies need to do more with it, conference speakers pointed out. (Featured on Announces New Einstein Platform Services

The new Einstein Platform Services include translation and optical character recognition capabilities.

Engagio Announces Sales Activation Tools

The tools aim to empower marketing and sales to collaborate more easily.

Gartner Says U.S. Pharmaceutical Companies Must Be More Patient-Centric

A Gartner report has ranked the digital performance of 88 U.S. pharmaceutical companies, and 75 percent rank above average.

Google and Salesforce Join Forces to Improve Customer Service

Google and Salesforce have been working together since 2017. But while most of their partnerships have been centered on sales and marketing activities, the companies are now doubling down on customer service. (Featured on

Gartner Urges Manufacturers to Become Better Marketers

Gartner says B2B manufacturers must improve digital marketing as 62 percent fall below average.

Zoho Announces New Marketing and Commerce Platforms

The marketing platform enables users to execute campaigns across multiple channels while the commerce platform offers businesses an integrated platform for commerce.

RingCentral Announces Google Dialogflow Integration

The integration aims to help users better manage digital customer interactions. (Featured on

Forrester’s Consumer Marketing 2019: Building Dynamic Relationships with Customers

Speakers at the event addressed a range of topics with the potential to impact marketers, with a focus on the direct-to-consumer (DTC) business model.

Top CMOs Generate Higher Returns, Accenture Study Finds

Business leaders who prioritize customer experience generate 11 percent higher shareholder returns.

Adobe Summit 2019: Adobe, Microsoft, and SAP Announce New Details on Open Data Initiative

The three vendors aim to enable AI and machine learning enrichment of data.

Adobe Summit 2019: Adobe Launches Experience Platform, Announces Partnerships with Microsoft and LinkedIn

Also announced at a busy conference were new Adobe Sensei tools, the Adobe Commerce Cloud, new cloud updates, and a partnership with Roku.

CRM Magazine Names Its 2019 Customer Service Leaders

CRM magazine recognizes the top providers of contact center technology across nine market segments.

Conversocial Acquires Automation Platform Assist

Multichannel customer service provider Conversocial has acquired customer service automation platform Assist in an effort to offer a hybrid customer service tool that integrates agents' and bots' capabilities. (Featured on

Oracle Updates CX and Marketing Cloud, Unveils Service Logistics Cloud

The vendor's announcements include updates for Oracle CX Cloud and Oracle Marketing Cloud, as well as the introduction of Oracle Service Logistics Cloud and a Slack integration.

Salesforce Announces Einstein for Service and Quip for Service

The new solutions aim to empower agents to focus more on the human aspect of service. (Featured on

Social Media Helps Businesses Increase Web Traffic, Clutch Research Finds

Companies need to adopt a cohesive strategy that links their social media and web presences, research suggests.

UserTesting Launches Product Insight

The new application aims to empower product development teams to build better products by incorporating rapid customer feedback into each phase of the development process.

AdRoll Announces Video Ads

The AI-powered video ads leverage machine learning to determine the optimal bid price for each impression as well as analyze user behavior to serve the right ad to the right user at the right price.