CRM Featured Articles

Forrester CXNYC 2018: Customer Experience Must Go Beyond Strategy

Your CX efforts need to permeate all areas of the company.

Hortonworks Updates Its Data Platform and Expands Partnerships

The latest version of Hortonworks Data Platform enables organizations to derive value from their data more quickly, reliably, and securely.

Customer Service Software Provider Kustomer Secures $26 Million in Funding

For customer service software newcomer Kustomer, the goal is to eliminate silos and provide a more holistic customer support offering. The company just secured $26 million in Series B funding to make that happen. (Featured on SmartCustomerService.com.)

Brainshark Launches Team Dashboards

The visual displays enable sales managers to track the preparedness and progress of their teams.

LinkedIn Launches Carousel Ads for Sponsored Content

The new tool aims to provide B2B companies with a compelling way to tell their brand stories and engage with their target audiences.

Which Companies Are the Best at Customer Service?

In a survey of more than 7,500 consumers, advisory firm KPMG identified the top firms when it comes to providing a great service experience. (Featured on SmartCustomerService.com.)

SAP Launches C/4HANA

The new suite of CRM solutions aims to help businesses serve and retain customers.

Pegasystems Announces Pega Infinity

The new digital transformation software suite encompasses all Pega solutions.

Airlines Are Getting Better at Customer Service

Despite delays and other airline-related travel challenges, consumers are actually pretty satisfied with the aviation industry these days, according to J.D. Power study. (Featured on SmartCustomerService.com.)

Voximplant Releases Integration with Google's Dialogflow

The new connector aims to seamlessly integrate Voximplant's telephony platform directly into Dialogflow.

10 Tweets That Show How Customers Feel About Amazon’s Tougher Return Policy

Amazon has recently taken a tough stance on customers that return items to the e-commerce giant too frequently. How do customers feel about it? Here's a sampling.

ICMI Contact Center Expo 2018: Your Agents’ Age Group Can Tell You a Lot

With age-diverse contact center teams, generational intelligence is an essential part of employee engagement. (Featured on SmartCustomerService.com.)

ICMI Contact Center Expo 2018: Customer Service Is the Key Differentiator

The expo's message was clear: All companies should consider themselves service organizations. (Featured on SmartCustomerService.com.)

Adobe to Acquire Magento Commerce

The acquisition brings Magento's Commerce Cloud to Adobe Experience Cloud.

Zendesk Debuts Omnichannel Customer Experience Suite

Zendesk bundled its existing customer support solutions under one omnichannel umbrella, combining its Support, Guide, Chat and Talk tools into the Zendesk Suite. (Featured on SmartCustomerService.com.)

LinkedIn Announces New Sales Navigator Capabilities

The new features include redesigned lead and mobile account pages.

Infusionsoft Launches an Updated Platform for SMBs

The new version aims to provide a more intuitive experience for small-business users.

Five9 Launches Spring Release 2018

Enhancements in Five9's Spring 2018 release include new uses of artificial intelligence for routing and workflows. (Featured on SmartCustomerService.com.)

Customer Support Agents Are Hindered By Technology, Research Shows

Customer service professionals are passionate about providing effective support, but many consider the technology they use to be an obstacle, says new research. (Featured on SmartCustomerService.com.)

Pitney Bowes Launches EngageOne Converse

The chatbot platform integrates data and location information into leading messaging software for customer support. (Featured on SmartCustomerService.com.)