CRM Featured Articles

Improving Customer Satisfaction and Overcoming Information Silos Weigh Most Heavily on Call Centers

New survey by KMWorld and Unisphere Research with KMS Lighthouse pinpoints key contact center challenges. (Featured on SmartCustomerService.com.)

Virtual Digital Assistant Use Cases Expand

Tractica research identifies customer service, e-commerce, marketing, and sales as key growth areas for AI-powered virtual digital assistants.

At Dreamforce, Salesforce.com Expands Voice Across Its CRM Application Portfolio

Salesforce unveiled several voice interfaces for its Customer 360 platform today at its annual Dreamforce user conference.

3 Customer Service Mistakes Disney Plus Made at Launch

Despite the early success, including many more subscribers than analysts anticipated, the launch of Disney Plus wasn't without flaws. Here are the three biggest customer service mistakes the company made during launch week.

Apple and Salesforce Extend Mobile Capabilities

Salesforce.com is launching reimagined customer experience and learning apps with features exclusive to Apple's iPhone and iPad mobile devices.

Microsoft and Salesforce Expand Strategic Partnership

Salesforce has named Microsoft Azure as its public cloud provider for Salesforce Marketing Cloud and integrated Salesforce Sales and Service Clouds with Microsoft Teams.

LinkedIn Adds Features to Sales Navigator

New Data Validation feature, administrator tools, alerts, and integrations round out the latest set of updates to Microsoft's LinkedIn Sales Navigator.

Adobe and Microsoft Deepen Partnership

Adobe deepens ties between Adobe Experience and Document Clouds and Microsoft's business and cloud apps.

Salesforce.com Launches Salesforce CMS

Salesforce CMS aims to meld content, data, and personalization.

Microsoft Announces Upgrades to Power Platform at Its Ignite Conference

Microsoft is adding virtual agents, enhanced security, and tighter integrations to its Microsoft Power Platform

Business Today Depends on Customer Experience and Contact Centers, ICMI Speakers Contend

With customer service acting as a key differentiator today, companies have new obligations to improve service delivery, speakers stressed. (Featured on SmartCustomerService.com,)

ICMI Speakers Advocate for Better Connections, Better Employee Tools to Boost Contact Center Performance

Artificial intelligence and chatbots are the keys to improving interactions for both customers and agents, speakers at the ICMI Contact Center Connections conference stressed. (Featured on SmartCustomerService.com.)

Yext Launches Answers for Website Search

Yext Answers lets companies provide AI-powered searches on their own websites.

NICE inContact Adds a Native Salesforce Lightning User Interface to CXone

NICE inContact's latest innovation advances CXone Agent for Salesforce with digital channel elevation and enhanced agent experience. (Featured on SmartCustomerService.com.)

MaritzCX Partners with LivingLens

The partnership between MaritzCX and LivingLens brings video and artificial intelligence to customer feedback technologies.

Teradata Introduces Vantage Customer Experience and Vantage Analyst

Teradata is extending its Vantage offerings in the cloud with a new customer data platform and simplified advanced analytics.

Adobe Adds AI to Experience Platform and Audience Manager

Adobe has injected artificial-intelligence-powered personalization and streamlined activation into Adobe Experience Platform and Adobe Audience Manager.

Verint Launches Knowledge Anywhere KM Enhancements

Artificial intelligence and increased automation better connect people to information with Verint's Knowledge Management Professional.

UserTesting Adds Capabilities to Its Customer Feedback Solutions

New products build on the Human Insight Platform and enable companies to more powerfully target customers for research panels.

5 Ways Brands Celebrated #CustomerServiceWeek on Twitter

Here's how these companies showed off their customer service (and social media) savvy.