Biographical Information

Leonard Klie

Editor, CRM magazine and

212-251-0608, ext. 110

Len is responsible for assigning and editing content for CRM and its related Web sites, eNewsletters, and other properties, as well as the Web site. He writes at least one feature and case study and compiles the Insight section in each issue of CRM and contributes to daily news coverage and blog postings on the Web site. 

Len got his start in journalism 25 years ago. Various reporting, photography, and editing roles at several weekly newspapers in the New York metropolitan area preceded his switch to trade publishing. He has served as the managing editor at publications covering foodservice and recreational activities for U.S. military and government entities, and at college campuses around the country. Immediately prior to joining the Speech Technology staff in November 2006, he served as managing editor at Food Logistics magazine, covering the warehousing and transportation of food and related products in the retail supermarket and foodservice industry.   

An award-winning writer and editor, Len is a graduate of Marist College in Poughkeepsie, N.Y., where he earned a bachelor's degree in communications, with a concentration in journalism. He also has minors in Spanish and history.

Articles for Leonard Klie

CRM Embraces Financial Transactions Like Never Before

Pricing and payment processing are getting more integrated into CRM systems.

Required Reading: Pricing Science Has Changed a Lot in Nine Years

Technological and mindset challenges have spawned new customer value.

Required Reading: In a Competitive World, the Platform Makes the Difference

There's a playbook for winning with platforms, and it starts with a mindset.

CRM Is Good, Even in the Bad Times

Some markets face an uphill climb, but that just makes investing in CRM even more crucial.

FTC Hardens Protections Against Telemarketing Fraud

Changes to the Telemarketing Sales Rule extend telemarketing protections to business-to-business calls and tech support scams.

Enterprise Leaders Plan to Invest in GenAI to Improve CX, KPMG Finds

Productivity gains are the greatest benefit cited by executives who have already invested in generative artificial intelligence, according to KPMG data.

Google Launches Meridian, a Measurement Tool for Advertisers

Meridian is Google's new open-source, privacy-first marketing mix model.

Expanding the Tech Stack Is a Business and Personal Imperative

Here are three technology innovations that you really need to adopt as soon as possible.

West Virginia Is the Latest State to Weigh Telemarketing Restrictions

West Virginia's proposed legislation would target phone companies that permit telemarketing without offering a callback option, hold companies responsible for using untraceable numbers, restrict open calling hours, and more.

GenAI’s Time Has Come. Are You Ready?

The hype is over, and the real work of making generative AI has begun.

Required Reading: The Key to Selling More Is Selling Nothing

Salespeople need to talk less and listen more.

Yahoo! and Google Adopt Email Rules Changes

The two email service providers are set to start enforcing new rules affecting senders of bulk emails.

Google to Disable Cookies for 1 Percent of Chrome Users

Google's phase-out of cookies in its Chrome Browser has begun with a very limited trial; plans are for full deprecation later this year.

The Top CRM News Stories of 2023

AI (or more specifically, generative AI) seemed to capture most of the headlines in 2023.

Don’t Make Me Pay More for Bad Service

Good service should be a mandatory part of the customer experience. Too often that's not the case.

Required Reading: Revenue Growth Is Possible with Responsible AI

Have a clear objective and ethical framework when applying AI to sales and marketing.

CRM Needs to Keep the Human Element

Whether it's buying something or resolving an issue, customers increasingly prefer to help themselves.

FTC Plans Crackdown on Fake Reviews, Influencers

New rules would prevent companies from using bogus customer comments or suppressing negative ones.

Required Reading: Rethink Go-to-Market with a Growth Mindset

Consider naming a chief growth officer who's responsible for the full customer journey.

Salesforce Launches Einstein 1, Einstein Copilot, and Expanded Google Partnership at Dreamforce

Salesforce is extending its artificial intelligence capabilities with new Einstein 1 platform tied to Data Cloud, the Copilot assistant, and other generative AI.

AI Profoundly Influenced Our Awards This Year

Just about every CRM vendor or service provider highlighted in our awards section as done something with generative AI.

Required Reading: Ad Agencies Need a Radical Makeover

Fees should be based on quality and quantity rather than hours.

Conversational AI Spending in Contact Centers to Rise

Gartner eyes huge spending increases this year and next on conversational AI and digital assistants.

Analytics Continues Its Charge Beyond the Phone

Speech analytics' greatest strength, going beyond the medium or channel context, is the ability to create an overview of customer interactions.

Microsoft Intros Sales Copilot at Inspire Partner Event

Microsoft Sales Copilot is the latest AI tool to help guide sellers and create content for them.

Threads Launches with Expected Advertising Impacts

Meta's new Threads platform is set to rival Twitter but could outpace it in marketing reach, CRM insiders hint.

AI Is Generating All the Buzz

Seventy-three percent of U.S. marketing professionals have reported using generative AI tools as a part of their work today.

Required Reading: The Experience Mindset Is All About a Balance

Companies that address both customer and employee experiences grow faster.

Marketers Need to Embrace Personalization

10 Ways Generative AI Can Improve Customer Experiences

On Day 2 of CX Connect, eGain executives highlighted 10 ways customer experience teams can use generative artificial intelligence.

CXConnect Speakers Outline Strategies for Coming Through Economic Hardship

TeamSupport and NICE execs call for companies to implement AI, self-service, standard responses, chatbots, analytics, and collaboration tools.

NICE's CX Head Doubles Down on Automation and AI at Interactions

During his morning keynote and an exclusive interview with CRM magazine, NICE's president of the CX Division, Barry Cooper, reinforced his company's commitment to artificial intelligence.

NICE Adds to Enlighten AI at Interactions Event

NICE's Enlighten Copilot, Autopilot, and Actions combibne generative AI with data from its CXone contact center platform.

Required Reading: Business Relationships Need Insta-Trust

Start customer negotiations by establishing confidence in your problem-solving skills.

Customer Service Woes? Don’t Tell Me

There might be lot more quiet quitting in customer service than companies care to admit.

Required Reading: Follow This Blueprint to Build Company and Customer Experiences

Creating the right company culture requires the right foundation.

Across CRM Industry Verticals, There’s More That Unites Than Divides

One commonality: All eight industry verticals are investing heavily in CRM initiatives right now.

Branding, Like Making Brandy, Is an Art and Science

Assemblage blends elements and contexts to create meaning.

Adobe Rolls Out Firefly Generative AI

At Adobe Summit, Adobe introduced Firefly and Sensei GenAI across its marketing and creative clouds.

Salesforce Goes All in on GPT with Einstein GPT

Salesforce adds Einstein GPT to its complete line of CRM products for sales, marketing, service, commerce, and IT.

Latest Technology Trends Show CRM's Versatility

Companies will only succeed in the metaverse if they have the right technology, bandwidth, and staff to sustain it.

Some CRM Advice for the New Congress

Consumer privacy and security should become big priorities.

When Will ChatGPT Be Ready for Business?

The AI chatbot shows promise, but it's not yet capable of customer interactions at scale.

Required Reading: Complaints Are the Gifts That Keep Giving

When handled properly, complaints can offer real rewards.

You Need to Be on B2B Marketplaces

Roughly 40 percent of businesses now purchase as much as half of their goods and services through B2B marketplaces, and that figure will only grow.

Required Reading: Rethinking the ABCs of Selling

Companies need to move away from the old "Always Be Closing" mind-set.

Please, Just Give Us All the Information We Need

To win the American people's vote (i.e., business), companies need to do a much better job of educating them.

Just 15 Percent of B2B Customers Resolve Issues in Self-Service

Gartner urges customer-centric design and guideposts along the self-service journey.

Required Reading: TSIA Leaders Pen the Digital Transformation Playbook

Business transformation requires a rethinking of traditional business models.

At Dreamforce, Salesforce Updates Marketing Cloud with Genie Innovations

Powered by Salesforce Genie, Marketing Cloud unveils real-time customer data platform innovations.

At Dreamforce, Salesforce Debuts Slack Canvas for Team Collaboration

Slack canvas provides teams a new surface to capture and share knowledge and access and take action on Salesforce Customer 360 data directly in Slack.

Required Reading: Education Isn’t Just for Kids Going Back to School

Informed consumers are key to company and customer success.

The Industry Outlook Is Rosy, and We Have the Numbers to Prove It

Across each CRM technology sector, the worldwide market valuation is rising, and the upsurge is expected to continue.

First-Contact Resolution Should Be a Higher Priority

ContactBabel says companies see the need to reduce the number of contacts but aren't following through.

Google Further Delays Cookie Phase-Out

Google has again pushed back its planned elimination of third-party cookies in its Chrome browser, now until late 2024, citing the need for more testing of its Privacy Sandbox API.

Challenging Times Lie Ahead; Bold Action Is Required

The opportunities for the CRM industry couldn't be better. Nor could the outlook, as we uncovered in our fourth annual 'CRM Top 100' issue.

E-Commerce’s Better-than-Expected Boom

Forrester clocks returns far higher than projected.

Apple’s Ad Performance Tracking Additions Fall Flat

Ad industry insiders see the moves as providing little value to most.

Netflix, with Microsoft, Changes Ad Plans

Netflix has named Microsoft as partner for a new ad-supported consumer subscription plan.

TikTok Launches Follow Me for SMBs

Follow Me is a free program to help small businesses get started on TikTok.

Required Reading: Strategies for Navigating the ‘Metail Economy’

Companies need to transform their businesses to thrive in the me-centric revolution.

With All the Tools Available, You Only Have Yourself to Blame for Poor Service

Many customers (like me) are not shy about expressing their displeasure with companies when they fail to meet expectations.

Forrester’s Harley Manning Passes Down 5 Universal CX Truths Before Retiring

Forrester CX North America closing keynote outlines five customer experience truths that stand the test of time.

New Business Rules Require Data Democratization, Forrester CX Speakers Urge

Forrester CX North America Day 2 keynoters highlighted the importance of the right people having access to the right data in the right context to best impact customer experience.

CX Index Shows a Decline, Creating a Huge Opportunity, Forrester Reports

The Forrester CX Index showed its largest decline in seven years, but companies can rebound, Forrester analysts reported at the firm's CX North America event.

The New Marketing Is a Cognitive Process

Savvy marketers are turning to brain science to learn how to appeal to customers on a new level.

Pega Announces Everflow Acquisition at PegaWorld iNspire

New capabilities to find and fix process inefficiencies will extend Pega's AI-powered decisioning and workflow automation capabilities.

Meta Touts Messaging as the Future of Business at Conversations Event

Meta announced plans to expand messaging capabilities for businesses looking for simpler connections with customers.

Most SMBs Plan to Outsource

Digital marketing and customer support are top targets for SMBs to turn over to outside agencies, Clutch finds.

Adapt to Gain an Advantage

Given our current economic uncertainty, companies naturally want to make sure that every dollar spent is producing concrete returns.

Consumers Do Contact Customer Service After Proactive Outreach

Flaws in proactive customer service can cause more harm than good, Gartner finds.

Satisfaction Does Not Guarantee Loyalty

Impressions go a lot further in ensuring repeat business.

Where Has the Time Gone?

Once upon a time, high costs, limited functionality, and low adoption, among other things, threatened to make CRM systems obsolete. Thankfully, the industry didn't give up.

CRM’s Storied Past

The milestones that brought CRM to where it is now

CRM Has a History of Aspiration, Accomplishment, and Automation

Analysts reflect on an industry that has seen many challenges overcome and others yet to be resolved.

Required Reading: Putting Empathy in Action

Genesys CEO advances the Experience Index as an NPS replacement.

Nex-Tech Boosts Subscriber Engagement 375 Percent

A Facebook integration with Calix Marketing Cloud yields results at 66 percent lower campaign costs.

Connecting in a Post-COVID World Doesn’t Have to Be Complicated

Remote or partially remote workforces are likely to be with us for quite some time.

Google Shifts to Topic Modeling

Ads will be based on customers' browsing histories.

Proposed Legislation Targets Data-Driven Advertising

The bill would limit the so-called ‘surveillance advertising' model.

CX Today Demands Hyper-Personalization, Kustomer Speakers Assert at CX Connect

Personalization is customers' top priority when dealing with companies, and CX organizations need to make that a priority, according to Kustomer research presented on CX Connect's third day.

Our New Normal Is a De-Centered Contact Center, CX Connect Speaker Stresses

Contact centers in the post-COVID world will not be centralized, and companies need to be prepared for them to offer frictionless service, Alvaria CTO stresses during CX Connect's day three opening session.

CX Connect Speaker Identifies the Five Customer Experience Traps That Derail Company Growth

Zendesk marketing leader Josh Bean says high-performing companies value CX, while low-performing ones fall into several traps.

Don't Forget Employees in the Experience Equation, CX Connect Speaker Urges

Companies can't treat customer and employee experiences in isolation; they are part of the Total Experience, CSG exec says in CX Connect Day 2 Opener.

Voicebot Design Needs to Be Simple, Gridspace Execs Contend at CX Connect

Artificial intelligence is great, but artificial wisdom is even better, CX Connect presenters said today. (Featured on

Few Adults Consider Climate Impacts of Purchases

Forrester Research finds that only 32 percent of U.S. adults say climate change concerns affect purchase decisions.

Required Reading: Loving Relationships with Customers Have Great Worth

Customers want to feel worthwhile in their dealings with companies.

Zoom Launches Zoom Contact Center

After a failed attempt to acquire Five9 last year, Zoom enters the cloud contact center market with a product of its own. (Featured on

Google Will Add Privacy Sandbox to Android, But the Adtech Industry Questions Its Motives

Google's ad identifier shake-up is little more than the search giant playing catch-up behind Apple, ad industry insiders maintain.

Required Reading: Keeping Pace with Customers Is a Worthy Goal

Interactions today need to be personalized, inviting, and inclusive.

Things Can Only Get Better from Here—and the Future Looks Bright for the CRM Industry

2021 wasn't great, but we are cautiously optimistic that a new normal is settling into place.

Social Commerce to Reach $1.2 Trillion by 2025, Accenture Finds

Accenture expects social media purchases to outpace traditional ecommerce by three times in just three years.

Expect the Supply Chain and CRM to Intersect This Holiday Season

For those of us in the CRM industry, this holiday season was a really great opportunity to shine.

ISG Sees Intensifying U.S. Demand for Analytics

ISG reports that companies are using data analytics services and platforms in holistic strategies to help all employees gain insights for business results.

Client Relationships Are Multifaceted

Companies need to address both the basic problems and the underlying ones.

Dash Research Finds AI Essential for CX

Research finds that artificial intelligence is improving effectiveness and efficiency in both customer-facing and back-office applications.

What Will It Take to Stop the Illegal Scam Calls?

It would seem that the criminal organizations behind the billions of scam calls placed to U.S. consumers every month have already found ways to skirt the STIR/SHAKEN standards. As long as the federal government continues to do nothing to address the criminal activity, the scam calls will not let up.

China Imposes New Data Privacy Regulations

The Personal Information Protection Law requires express consumer consent for all data collection and use.

Customer Service Leaders Shift Focus Toward Business Growth

Sixty-four percent of customer support leaders have placed a high priority on business growth in 2022, Gartner reports.

Modern KM Needs Both Man and Machine, KM World Connect Speakers Maintain

Corporate knowledge should blend technology with human intuition and experiences, Jay Liebowitz contends during KM World Connect's opening keynote.

Zendesk Acquires Momentive

Zendesk is acquiring Momentive and its SurveyMonkey platform in a stock transaction worth about $4 billion.

A Small Group of Marketers Are Thriving Despite Constant Market Disruption, Accenture Finds

Accenture research finds certain marketing organizations are outperforming their peers in revenue growth, profitability, and customer satisfaction.

No More Excuses: Be Mobile or Be Disrupted

One thing we've learned during the pandemic: Having a mobile presence has become imperative for business survival.

It's Customer Service Week, So Thank an Agent

Customer service representatives have a hard job, and they deserve recognition more than one week per year.

Cloud Contact Centers to Be Mainstream in Two Years

Companies are starting to see the benefits of CCaaS, Gartner notes in new Hype Cycle report.

Five9 and Zoom Terminate Acquisition Deal

Five9's shareholders fail to approve the $14.7 billion sale to Zoom announced in July.

Six Technologies to Drive New Customer Acquisition and Growth

Gartner identifies the most influential technologies and trends for digital marketing.

Customers Seek Comfort in This Year's Loyalty Leaders, Brand Keys Finds

Brand Keys Loyalty Leaders 2021 List shows consumers want a return to normalcy after 18 months of COVID turmoil.

Leaders in Cloud Adoption Achieve 10 Times Greater ROI, Wipro Finds

Research by consulting firm Wipro found that cloud solutions are being used more for revenue and profitability than for cost savings and agility.

Apple iOS 15 Launches, Leaving Many Marketers Scrambling

Apple's iOS 15 offers new privacy features, like Mail Privacy Protection, which affects how marketers see email open rates.

Our CRM Industry Awards Turn 20 Amid a World of Change

It was hard not to notice that this year has seen an unusually high number of significant mergers and acquisitions.

Consumer Spending on Subscriptions Rises, Posing Challenges for Businesses

West Monroe found that subscriptions are on the rise, but providers need to be careful that customers don't think too much about them.

ACSI Decline Halts, But No Gains Seen

The American Consumer Satisfaction Index held steady after a long period of decline, but the lack of upward movement is cause for concern.

Salesforce Reveals Its Plans for Slack Integration

Salesforce's initial plans call for integrating Slack into Sales Cloud, Marketing Cloud, Service Cloud, and Tableau.

COPC Updates Customer Experience Standard

Version 7.0 of the COPC Customer Experience Standard includes new best practices related to digital customer service interactions.

Verint Acquires Conversocial for $50 Million

Conversocial gives Verint added social and messaging channels and conversational AI capabilities.

Forrester: Customer Experience Improvements to Be a Key Priority for the Next 2 Years

As COVID-19 recovery begins, businesses will need to adapt their customer experiences and put a priority on improvements, Forrester notes in its 2021 Annual Global Marketing Survey report.

Qualtrics to Acquire Clarabridge for $1.125 Billion

Qualtrics' acquisition of Clarabridge will enable companies to capture, analyze, and act on all forms of customer and employee feedback.

Local Advertising to Rebound As America Reopens, BIA Predicts

BIA Advisory Services has revised its local ad spending projections upward, with greater movement on digital platforms.

Marketing Budgets Have Plummeted in 2021, Gartner Finds

Gartner CMO Spend Survey reveals marketing budgets are just 6.4 percent of total revenue in 2021.

Panasonic's Marketing Focuses on a New Customer Cohort

A new crop of consumers, called BETAs, challenges the norms of traditional marketing, Panasonic's marketing VP explains.

STIR/SHAKEN Is Now in Effect, but It’s Not Moving Me Yet

Something needs to be done to stop robocalls and scam calls.

Zoom to Acquire Five9

Zoom's communications platform will be augmented with Five9's intelligent cloud contact center software.

When Using Emojis, It's Not Enough to Smile

Emplifi research finds the sparkle emoji is the most popular one used by companies on Instagram and Facebook

Colorado Passes Consumer Privacy Legislation

Colorado is just the third U.S. state to pass legislation that protects consumer data.

McDonald's Gets in the Loyalty Game

The real value for McDonald's is in the customer data it can collect through its mobile app.

Google Delays Cookie Phaseout

Google is pushing back its plan to do away with third-party cookies by two years.

Required Reading: Keys to Shaping Unbreakable Bonds

CX transformation will help companies forge deeper customer relationships.

Consumers Are More Demanding, Which Is an Opportunity for CX to Shine, CX Connect Keynoter Says

Consumers today will not hesitate to switch companies after a bad experience, so good experiences can be a real differentiator, executives from Kustomer told CX Connect attendees.

Data Is the Linchpin for Customer Experience, But Problems Persist, CX Connect Speakers Contend

As much as 70 percent of customer data that companies have could be flawed, but there are easy steps to address it, CX Connect keynoters say.

Modern Customer Experience Requires AI, CX Connect Speakers Stress

AI enables contact centers to handle the high volume of interactions and related data at scale, event participants repeated throughout day one of CX Connect.

CX Rises in Business Importance, SAP Sapphire Now Speakers Urge

Companies today need to put customers at the heart of everything they do, SAP executives contend.

Forrester Outlines Six CX Priorities on Day 2 of CX North America

Customer experience leaders need to gather the right data to prove the value of CX initiatives, Forrester analyst says during opening keynote on the second day of Forrester's CX North America event.

Forrester Leaders Stress Customer Obsession at CX North America Summit

"Customer obsession is bigger than you, but it can't be done without you," Forrester CX North America keynoter maintains.

CRM Companies Line Up to Support Instagram Messenger

The Messenger API for Instagram allows companies to manage messages directly from the CRM platforms they're already using.

The Five Ps of Sales Success

Sales leaders will need to emphasize purpose, precision, personalization, productivity, and profitability, Forrester advises.

Required Reading: Amazon Can Be Beat with the Right Focus

To compete with digital giants, identify and stick to a target market.

The Latest CRM Innovations Prove That Words Truly Matter

Systems today allow customers to speak conversationally while natural language technology understands and processes their words.

Americans Lack Digital Privacy Knowledge

Most people do not fully read privacy agreements, a study finds.

Who Really Wins When Business and Politics Collide?

In today's hyper-divided political climate, coming down on one side or the other is sure to ruffle feathers.

Google Updates Google Analytics with More Privacy Controls

As cookies get phased out, Google is reworking its measurement and analytics products to help users manage consent.

Required Reading: Trustworthy Companies Focus on These Three Things

Here's how organizations can earn trust, loyalty, and respect.

Gartner Uncovers Gaps in Socially Distanced Selling

Sales organizations must address three main challenges around coaching in a virtual sales era.

CRM Must Move Forward, Not Back

Cloud-based technologies enabling agents to work from home were the main structural change brought by COVID.

Nucleus Highlights Increased Automation as CRM's Biggest Change

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

Virginia Passes Privacy Legislation

Required Reading: Augmented Intelligence Is the New AI

Collaboration between humans and machines is the way of the future.

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.

As Clouds Rise, Companies Need to Explore Their Options

For many businesses, cloud deployments are more cost-efficient and enable greater flexibility, reliability, agility, and security.

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.

Required Reading: Breaking Down Conversational Artificial Intelligence

Conversational AI has been around for a while, but it's rarely been clearly explained until now

Marketing Must Become Multilocal

Forrester emphasizes local trust amid ongoing geopolitical disruption

Companies Still Not Unifying Customer Engagement Channels

Gartner urges marketers to prioritize omnichannel engagements to retain customers post-pandemic

Digital CX Tops Retail Priorities for 2021

RCP survey highlights the importance of holistic customer experience improvement

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.

CRM’s Changing Role as We Look Past the Pandemic

Lessons learned about connecting and engaging with customers during the pandemic will need to be applied post-pandemic.

Super Bowl Ads See Pandemic Shift

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

Engagement and Meeting Expectations Are Keys to Pandemic Survival, Brand Keys Finds

Brand Keys' annual Customer Loyalty Engagement Index identifies retail's winners and losers amid the COVID-19 crisis.

Experience Takes New Meaning Amid Changing Consumer Behavior

Companies that refocus operations through the lens of experience outperform industry peers, Accenture finds

Required Reading: Marketing to Undergo Quantum Changes

Marketing's fifth paradigm will involve the top emerging technologies

AWS Expands Its AI-Powered Contact Center Intelligence (CCI)

Amazon Web Services is enabling customers to leverage its artificial intelligence capabilities with their current contact center providers.

The Top 10 CRM Stories of 2020

COVID-19 was the major headline-maker of 2020, but not all the news centered on the pandemic.

COVID Has Spawned Strong Growth in Influencer Marketing, Reports Find

As consumers practice social distancing, social media use rises, and influencers help companies reach people on the leading platforms.

Digital Agility Will Be the Key to Continuity in 2021

The pandemic has shown that just about anything that can be done in person can be done digitally

Salesforce Acquires Slack for Nearly $28 Billion

After a week of speculation, Salesforce is acquiring Slack to make it the communication platform for Customer 360.

Facebook Buys Kustomer

Kustomer acquisition expected to help Facebook expand into social commerce and business communications.

Contact Center Fraud Sees a COVID-Induced Spike

Forrester report warns against a growing use of IVRs to commit fraud

Required Reading: Modern Marketing Needs Agility

A new, better approach takes its cues from software development

Adobe Adds to Adobe Target

Innovations help developers run their own tests and increase personalization.

Salesforce Introduces Revenue Cloud

 Salesforce Revenue Cloud is designed to simplify B2B buying across channels.

California's Prop 24 Data Protection Rule Passes

California voters on Tuesday approved a major privacy law that will make it harder for companies to gather and share data about them.

Social Distancing Works

New case study shows that companies can survive and thrive without social media.

Microsoft Updates Dynamics 365 Customer Insights

Updates to Microsoft's customer data platform include new integrations, analytics, and data governance and protection capabilities.

Required Reading: Marketing Without the Filters

How to regain trust, credibility, and customers in the digital world

Data Links Disparate Technology Demands

"Every step you take toward being a data-forward marketing organization is a positive one."

Salesforce Introduces Digital 360

Salesforce's new Digital 360 delivers new technology, services and learning that help digital leaders create connected, personalized experiences across marketing, commerce, and more.

Microsoft Previews Power Platform and Dynamics 365 Updates at Microsoft Ignite

Updates to Microsoft's Power and Dynamics platforms include a series of integrations with other Microsoft products.

J.D. Power Backs Up What We've Been Saying All Along

Customer service and reputation—not price—drive lifetime customer value, J.D. Power finds.

Salesforce Introduces New Field Service Capabilities

Appointment scheduling, artificial intelligence-driven guidance for dispatchers, asset performance insights, and automated customer communications round out the additions to Salesforce Field Service.

CCPA Enforcement Set to Begin

California's data rule went into effect in January, but wasn't being enforced until now

Required Reading: AI Has Complete Power Over the Customer Experience

Artificial intelligence and the data fed into it will be the key to good customer service

Surveys Find Shift to Virtual Events a Modest Success

Online conferences fail to deliver desired networking opportunities, IDC finds

Big Changes, a New Format, but Similar Results

This year, we simplified our awards process by asking analysts two simple questions in each of 10 categories.

Salesforce Launches Feedback Management

Salesforce Feedback Management helps companies collect and act on customer and employee surveys.

Coronavirus Shows the Value of CRM

It has become even more essential to maintain positive relationships with each and every existing customer. Today's CRM systems can help.

CMOs Not Optimistic in Post-COVID Era

West Monroe survey shows marketing leaders fear longer recovery

Required Reading: Your Customers Need to See You on the Internet

Digital marketing is a necessity because consumers are online

Sprinklr Adds More Than 750 Features Across Its CXM Line

Sprinklr has completely upgraded its Modern Marketing, Modern Advertising, Modern Research, Modern Care, and Modern Engagement products.

Companies Need to Balance Brand and Customer Values, Forrester Speakers Assert

Speakers at Forrester Research's CX North America online forum this week emphasized the need for companies to reorganize around customer expectations and brand value.

Demandbase Acquires Engagio

Demandbase's acquisition of Engagio brings together two account-based marketing leaders.

Pega Introduces Pega Process Fabric at Online Event

Pega Process Fabric is designed to weave together disparate technologies to improve customer, employee, and partner experiences.

Customer Experience Management Market to Double in Four Years

Research firm MarketsandMarkets expects the CEM market to grow from $7.75 billion to $14.5 billion by 2024.

The CARES Act Can Drive Customer Obsession

Forrester outlines how companies can use COVID-19 funding to improve customer experiences

Companies Change Sales Tactics Amid COVID-19

Companies are optimistic about a recovery, but they can't just plan for the short term, research finds

Required Reading: Building a Brand Requires Getting Leaner

Companies looking into new markets can benefit from a new approach

I’m Ready to Move On, And So Are Your Customers

Seventy-six percent of business leaders expect difficulty increasing customer satisfaction without raising costs. Automation could help.

Fred Reichheld Suggests Earned Growth as a New Loyalty Metric

The Net Promoter Score creator is now advocating for a new metric that measures continuing revenue from existing customers and referrals.

Medallia Launches Medallia Speech

Medallia is bringing speech analytics into Medallia Experience Cloud, it announced at its Medallia Experience online event today.

LinkedIn Updates Pages with Live Event, Polling Capabilities

LinkedIn is delivering tighter integrations between LinkedIn Live and LinkedIn Events in its latest LinkedIn Pages quarterly update.

I’m Ready to Move on, and So Are Your Customers

A new survey From Mitto reveals lessons learned from company communications during the COVID-19 crisis.

Talkdesk Launches CX Cloud and Connections at Opentalk Virtual Event

Talkdesk continues its 20-in-20 innovations with two product innovations at its online event.

No Surprises, Ad Revenue Shrinks

BIA has revised its U.S. local advertising revenue forecast down to $144.3 billion due to coronavirus.

5P Sees Leads Grow Threefold with Salesforce Essentials

The small consultancy has increased business and productivity with Salesforce's SMB solution

Required Reading: Tips to Keep Customers from Going Away

Good customer experiences can lead to lifelong loyalty and growth

Technology Can Help Us Through the Tough Times

COVID-19 spurred companies to finally start embracing new technologies to continue operations as their employees were being urged to stay home

Crunchbase Releases New Features for Salespeople

Crunchbase's redesigned offerings are geared toward marketing and sales professionals

How To Craft Your Brand Response Strategy for Pandemics

Forrester's Dipanjan Chatterjee shares ideas for managing marketing efforts amid the current coronavirus crisis.

With Direct Mail, the Same Marketing Rules Apply

When done right, direct mail marketing can lead to good or very good returns. When done poorly, it can have damaging consequences.

Adobe Pinpoints Digital's Importance at Online Event

Adobe is expanding the capabilities of Experience Cloud with application services that make more information available to businesses.

Greyhound Rides High with SurveyMonkey

Survey tools lead the bus carrier to better responses to customer feedback

Browsers Respond to Consumer Distaste for Cookies

Google is following Apple's and Mozilla's moves to block third-party cookies, but what are the alternatives?

Consumers Fear Facial Recognition

A GetApp survey finds consumers wary of firms capturing such personal data

Zendesk Stresses Messaging's Growing Role at Relater Event

Zendesk officials highlighted the addition of messaging capabilities in many of its recent product releases.

Don't Use Coronavirus as an Excuse for Service That Has Always Sucked

I hate excuses, and coronavirus can't be used to justify years of customer neglect.

IBM Working on Greater Business Use of Natural Language Processing

IBM is close to adding more natural language capabilities into its Watson business applications, the company said at an online Innovation Preview.

Demandbase Adds to Its ABM Platform

Data Stream, Site Analytics, and Self-Serve Targeting empower B2B marketers to take control of data and programs.

Tackling the Counterfeit Drug Problem Is a Marketing Effort

Leading Edge Health has seen tremendous marketing success by taking on the counterfeit drug trade.

SalesLoft Unveils Three New Products

SalesLoft Cadence, Deals, and Conversations are designed to solve salespeople's problems with traditional CRM systems, company CEO says during online event.

Onshoring and Offshoring Aren’t the Only Options

Where is outsourcing going? We were surprised to find out that, in many instances, it isn't going anywhere.

ThirdLove Gets Personal with Dynamic Yield

The retailer makes buying a bra a uniquely tailored experience for each shopper

Shoppers Place Growing Emphasis on Convenience

97 percent of consumers have backed out of inconvenient purchases, NRF reports

Marketing Spending Expected to Grow This Year

Winterberry expects marketing investment to hit $390 billion, up 7 percent

Required Reading: Put Customers in the Driver’s Seat

Companies need to spend time with customers to avoid disruption

Microsoft Adds More AI to Dynamics 365

New AI features in Microsoft Dynamics 365 connect and extend insights across organizations.

LinkedIn Updates Sales Navigator

LinkedIn's quarterly update to Sales Navigator includes new search, contact management, alerting, and system administrator features.

Websites Don't Need to Ignore Disabled Customers

Applause today launched Accessibility Tool, which finds and fixes website problems that make them inaccessible to the disabled.

Loyalty Is Growing, But Harder to Sustain

Customer loyalty increased 20 percent, despite fears to the contrary, Brand Keys claims.

Let Hope, Not Hype, Be Our Guide in 2020

A big reason why innovation is so slow to take hold in the industry is the short time frame CX leaders are given to prove ROI.

Adobe Unveils Experience Cloud Enhancements at NRF

Adobe Experience Cloud system upgrades bring more customer insight and real-time capabilities to retailers.

The Robocall Scourge Continues

Robocalls are worst on the East and West Coasts, a new study finds

JOANN Gladly Crafts Personal Interaction

By moving to a modern customer service platform, the craft retailer has improved customer responsiveness

CCPA Is Now in Effect

California's consumer privacy law took effect Jan. 1

Required Reading: Dialogue Is the Key to Retail Sales Success

The need to adapt communications strategies is non-negotiable

2020: The 5G Revolution Begins

Wireless carriers finally begin their 5G rollouts, and the business potential is huge, as a world of new opportunities opens not just for consumers but for the companies that want to do business with them.

Microsoft Adds Retail-Specific Solutions

New products related to Microsoft Dynamics 365 and other business applications provide more in-store and customer insights for retailers.

Why Are We Still Talking about Silo Busting (Among Other Things)?

While some of the predictions for 2020 involve revolutionary, cutting-edge technologies like blockchain, advanced analytics, and artificial intelligence, many more of the predictions involve strategies and technologies that have been around for years but have yet to be adopted.

Risk Aversion Is the Top Barrier to Marketing Innovation, Gartner Finds

Marketing leaders responding to a new Gartner survey report struggles with risk-averse corporate cultures, measurement, and talent.

Retailers Need to Provide More Value in Loyalty Programs

Consumers fail to see the value in joining loyalty programs.

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.

SharkNinja Operationalizes Customer Feedback

With Clarabridge Engage and Analytics, the housewares manufacturer is able to act on voice-of-the-customer data to create new products and evolve its customer experience.

Gartner Survey Finds Self-Service Insufficient

The self-service shortfall comes at a time when the cost differences between self-service channels, like company-run websites and mobile apps, and agent-assisted channels, like phone, email, and chat, are very substantial and continue to widen.

Marketing Budgets Hit an Eight-Year Low

Marketing budgets have shifted downwards, dropping from 11.2 percent of overall company revenue in 2018 to 10.5 percent in 2019, according to a survey of chief marketing officers (CMOs) by Gartner.

Forrester Uncovers Customer-Marketing Disconnect

When marketers began to build customer profiles and personalize interactions, they had good intentions, but inadvertently, many of those efforts have led to creepy and even harmful experiences, Forrester Research contends in a new report.

Required Reading: Journey Mapping Must Bring Customer-Focused Change

In their new book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change, co-authors Jim Tincher and Nicole Newton of Heart of the Customer note that 65 percent of customer journey mapping projects fail to drive change.

Gartner Eyes Misalignment of Brand Actions and Values

Gartner research has uncovered a serious disconnect between company values and actions amid growing consumer distrust of marketers.

At Dreamforce, Expands Voice Across Its CRM Application Portfolio

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

Apple and Salesforce Extend Mobile Capabilities 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.

Keep Your Data Up to Date or I'm Gone

Luddites Like Me Like Personal Interactions

Any texts I receive from companies must be relevant, must provide value, and must be personalized. 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

Yext Launches Answers for Website Search

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

Acobot Captures Thousands of Leads for Skyfi Labs

The vendor's AI chatbot brought in more than 19,000 sales leads within the first 150 days

Four Tech Trends That Will Transform Marketing Ecosystems

Gartner hypes AI and blockchain for digital marketing and advertising investments

Forrester Advocates for CMO-CIO Alignment

CMOs need to work more closely with their CIO counterparts, a new report asserts

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.

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.

Sense-Makers Are Sales Closers

Gartner finds that salespeople who help buyers make sense of their options are more successful

Nearly a Quarter of Sales Reps Are Looking for New Jobs

Gartner offers tips for attracting and retaining top inside sales reps

Required Reading: Tips for Truly Memorable Experience Design

Customer service is founded on three pillars called the Service Trifecta

Swrve Boosts User Engagement for Cinedigm

The entertainment studio improved mobile customer click rates, completion rates, and app sessions

Amid Economic Uncertainty, Optimize, Don’t Downsize

Department heads need to look beyond simple expense trimming and instead focus on optimizing what they already have

Microsoft Boosts the AI in Dynamics 365

Microsoft has added apps and features to the Dynamics 365 product line to analyze additional consumer and in-store data.

A Look at Where the Loyalty Lies

Amazon Testing One-Tap Ratings for Customer Feedback

With a new technology that Amazon is testing, shoppers will be able to tap once to leave star reviews for products purchased.

Oracle Announces CX Cloud Updates at Oracle OpenWorld

Updates across Oracle Customer Experience Cloud help companies unify customer data, personalize interactions, and win more business.

Adobe Introduces Customer Journey Analytics

Adobe Customer Journey Analytics provides new layers of insight for marketers.

Confirmit Adds Capabilities to Its Horizons Platform

The latest release of the Confirmit Horizons market research platform offers improved management efficiency and usability.

Bad Software Choices Lead to Half a Billion Hours Wasted Every Year

U.S. companies lose more than $8 billion in productivity every year by choosing software that sales and customer service employees hate to use, research found.

Making Sense of the Acronym-Laden Industry

Companies can now use an API to incorporate AI into their KPI, all to get more ROI and provide a better UX.

The Best Sales Performance Management (SPM) Software and Solutions: The 2019 CRM Market Leader Awards

The Best Data Quality Software and Solutions: The 2019 CRM Market Leader Awards

Craig Charlton, CEO of SugarCRM: The 2019 CRM Influential Leader Awards

Taking a venerable vendor to the next level

Wellford Dillard, CEO of CM Group: The 2019 CRM Influential Leader Awards

On a mission to simplify the MarTech landscape

Harbinder Khera, Founder and CEO of MindMatrix: The 2019 CRM Influential Leader Awards

Promoting sales from a platform perspective

Movable Ink Helps Put Augmented Reality in Motion: The 2019 CRM Rising Star Awards

Striving to democratize the creation of AR experiences

Validity Proves Its Worth in Data Quality: The 2019 CRM Rising Star Awards

Disrupting the CRM industry with four key acquisitions

Yext Is Taking On What’s Next in Online Branding: The 2019 CRM Rising Star Awards

Expanding its cloud-based network of apps and search engines

LinkedIn Launches Insights and Research Hubs

Insights and Research pages are among the new features in LinkedIn's Success Hub for Marketers.

Facebook Influences Buying Decisions More Than 7 Other Social Media Platforms Combined

Salesforce to Acquire ClickSoftware for $1.35 Billion

With the addition of ClickSoftware Salesforce is expected to upgrade Service Cloud and Field Service Lightning.

SugarCRM Launches Intelligent CX Platform

Sugar also unveils No-Touch Information Management and Continuous Cloud Innovation.

Gartner Identifies 3 Actions for Sales Leaders Following an Acquisition

Sales leaders are uniquely positioned to mitigate risk and unlock value, a new report reveals

The Top Marketing Trends: Data Dominates Marketing Innovations

New technologies will continue increasing what companies can do with the data they have

The Top Sales Trends: AI Gives Sales Teams a Boost

Enablement and engagement technologies are taking the tedium out of sales processes

AI Is Top of Mind for Everyone in CRM

The consumer uses for AI are numerous, but just as real are the business use cases.

Don’t Let AI Distract from the Real Problem

It is clear that many organizations still struggle with the same issues they had 10 or 20 years ago.

Diane von Furstenberg Raises Revenue with Personalization

After an online overhaul, Qubit Pro and Qubit Aura were used to create seamless multichannel visitor journeys

Diane von Furstenberg Raises Revenue with Personalization

After an online overhaul, Qubit Pro and Qubit Aura were used to create seamless multichannel visitor journeys

On the Scene—CRM Evolution: CRM Still Faces Challenges, Most Speakers Agree

CRM systems have been around for decades, but interoperability and data silos still have to be overcome

Don’t Let AI Distract from the Real Problem

It is clear that many organizations still struggle with the same issues thay had 10 or 20 years ago.

SAP Unveils 4 Qualtrics CX Offerings at Its Sapphire Now Conference

Months after completing its acquisition of Qualtrics, SAP is launching a host of products for commerce, sales, customer service, and marketing based on the Qualtrics CustomerXM platform.

CRM Still Plagued By Integration Challenges, CRM Evolution Town Hall Concludes

Decades after their introduction, CRM systems still struggle with data diversity and system interoperability, speakers at a town hall discussion on Day 3 of the CRM Evolution conference concluded.

Companies Need to Embrace Digital Transformation, But They Have A Dilemma to Overcome, CRM Evolution Keynoter Contends

CRM Evolution Day 2 keynoter Barton Goldenberg suggests that digital transformation leaders grow revenue twice as fast as laggards.

Conversation Can't Outweigh Content, CRM Evolution Panelists Contend

When it comes to AI, the conversation is only as good as the data feeding into it, speakers maintain.

The GDPR Needs to Have Its Teeth Sharpened

To not follow through on the enforcement side does everyone a disservice

GDPR: A Year Later

What's really changed since Europe's major privacy law took effect in May 2018?

Use of AI in Customer Service Doubled in 2018

Research finds massive growth in the number of companies using artificial intelligence to assist customers and contact center agents

To Sell Globally, Market Locally

Cross-border commerce requires attention to regional nuances, a new report stresses

First-Time Purchases Can Predict Loyalty

MIT research identifies harbinger products that don't lead to future business

Who Really Wins with Vendor Consolidation?

Companies can focus on customer service and process improvements instead of constantly purchasing, integrating, configuring, and customizing complex software.

Best Contact Center Infrastructure: The 2019 CRM Service Leaders Awards

Best Contact Center Search: The 2019 CRM Service Leaders Awards

Avaya Re-emerges with Renewed Purpose and Products: The 2019 CRM Service Rising Stars Awards

A new focus on next-gen service puts the vendor on a strong trajectory

Twilio Flexes Its Customization Muscles: The 2019 CRM Service Rising Stars Awards

With the Flex platform, companies can make the entire contact center experience their own

Vonage Takes Contact Centers to the Cloud: The 2019 CRM Service Rising Stars Awards

The company strengthened its position as a premier cloud contact center provider

SpotHero Reserves Efficient Service with UJET: A CRM Service Elite Customer Case Study

The parking platform provider has cut telephony costs in half

Being an Enabler Has Become a Good Thing

The term 'enabler' now has positive connotations, at least in a business context

Consumer Expectations for Brand Trust Jump 250%

Consumers are far less trusting today amid some high-profile data breaches

Sales Are Hitting Goals, Missing the Mark

Sales performance falls despite reaching revenue targets, CSO Insights finds

Rakuten Marketing Delivers Campaign Success for JanSport

During JanSport's Disney-themed product launch, Rakuten increased brand awareness, customer acquisition, and site performance

The Gig Economy Isn’t New, but It Might Be Worth a Second Look

Your customers' next text, chat, IM, or phone conversation with customer service could be with a freelance agent

PCI Updates Its Data Security Standard Guidance

New corporate guidelines take new channels and technologies into account

Washington’s 311 System Answers the Call with Salesforce

Reduced system downtime, call hold times, and costs have followed the district's migration to Service Cloud

Customers’ Elements of Value Affect Company Performance

In a new report, Bain & Company found that value elements directly influence revenue, market share, customer loyalty, and willingness to pay in 22 consumer categories

I’m Giving You Good Information. Use It!

Knowing which leads to call and which ones to avoid is valuable data

KitchenAid Cooks Up a Winner with CX Social

Adding Clarabridge's social customer care solutions improves speed of response for the appliance maker

Marketing’s Role Changes to Growth Creator

The CMO Council has set out five plays marketers need to adopt to grow revenue

Let’s End the Partisanship

Companies have been bogged down by party loyalties to a specific department (marketing, sales, or customer service) for a long time

It’s Time for Marketers to Go Back to School

The higher education market could benefit from a new marketing technology that takes personalization to a new level

The Four Stages of Content Consumption

The content that B2B audiences consume reflects their position in the conversion funnel, research finds

Sales Is Merging with Science

More STEM graduates are finding their niche in sales careers

TENMAT Builds Revenue with PipelineDeals CRM

The manufacturing company uses its CRM to increase sales by 30 percent

Adobe Acquires Marketo for $4.75 Billion

Marketo's marketing technology is expected to join Adobe's Experience Cloud.

Microsoft Launches AI and Mixed Reality Apps for Dynamics 365

Microsoft today introduced Dynamics 365 AI for Sales, Dynamics 365 AI for Market Insights, Dynamics 365 AI for Customer Service, Dynamics 365 Remote Assist, and Dynamics 365 Layout ahead of its Ignite conference next week.

Sales Require Organizational Overhaul, Better Data

Most sales teams still struggle with infrastructure and processes, study finds

CRM Is Making a Difference

In just the past year alone, we've seen huge advances in artificial intelligence, augmented and virtual reality, blockchain, automated bots, and so much more

Bryan Gold—An Influencer Leader: The CRM Influential Leader Awards

He's showing the way in influencer marketing

Alan Trefler—The Digital Transformer: The CRM Influential Leader Awards

In a book and keynotes, he's emphasized this kind of transformation

Freshworks Sees a Major Rebranding: The CRM Rising Stars Awards 2018

The company makes an expansion into marketing, sales, and recruitment management

Showpad Becomes a Launchpad for AR: The CRM Rising Stars Awards 2018

Making augmented reality a B2B sales reality

X2CRM Breathes Life into the Open-Source Model: The CRM Rising Stars Awards 2018

Renewing its vision and approach to product design and customer on-boarding

The Best Sales Performance Management (SPM) Software and Solutions: The CRM Market Leader Awards 2018

The Best Data Quality Software and Solutions: The CRM Market Leader Awards 2018

Dell EMC Thaws the Frozen Crowd: A CRM Elite Customer Awards Case Study

Outreach with Epsilon yields impressive email open rates

Digital Customer Experience Continues to Gain in Priority

Nelson Hall's Digital Customer Experience study reveals an increased emphasis on top-down CX transformation. (Featured on

It’s a Small World, But It’s Still a Big Deal

There are many considerations and plenty of questions that need to be asked before spreading out across the planet.

E-commerce Communities Alter Companies’ Go-to-Market Strategies

CMO Council urges adoption of the 4Ps of marketing: precision, personalization, persuasion, and perfection

SYNNEX to Acquire Convergys

The deal, valued at $2.8 billion, will see Convergys merged with SYNNEX's Concentrix subsidiary.

Most Consumers Don’t Finish Online Forms

Clutch survey finds that 81 percent of people have abandoned at least one online form, and few return to complete them

Don’t Try to Block the Blockchain

Companies really need to start thinking about blockchain and laying the foundation for it within their organizations.

Don’t Try to Block the Blockchain

Companies really need to start thinking about blockchain and laying the foundation for it within their organizations.

Adobe to Acquire Magento Commerce

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

This Month, It’s All About the Data

Companies can no longer afford to be so cavalier with valuable customer information

Court Strikes Down TCPA Expansions

Appeals court decision overturns the FCC's new definition of autodialers

Customer Sentiment Is Becoming a New Imperative

Sentiment and emotion analytics are poised for 3,000 percent growth

Companies Don't Need Websites to Benefit from SEO

Links to local search results also rely on accurate and up-to-date information on the Web.

Marketo Acquires Bizable

The combined company will enable marketers to plan, engage, and measure across the entire customer journey.

CRM Evolution/Smart Customer Service 2018: Keep True and Honest Amid Rapid Change

Speakers acknowledge the fast pace of change, but say companies can't lose sight of their customers.

Companies Face a Consumer Trust Crisis

As identity fraud hits an all-time high, the burden is shifting to companies to protect customer data

Personalization Efforts Suffer from Data Issues

While identity theft is definitely on the rise, consumer awareness of the risk has seen a comparable increase, and companies' attempts at personalization might be the ultimate victims.

Because We Thought You Should Know

To keep customers coming back, businesses today need to know as much as they can about them

Best Call Center/Contact Center Infrastructure Software: The 2018 CRM Service Leaders

Best Contact Center Search: The 2018 CRM Service Leaders

The 2018 CRM Service Rising Stars: Clarabridge

Clarabridge spans the customer feedback divide

The 2018 CRM Service Rising Stars: Zendesk

Partnerships bring the Zendesk platform to more devices and apps

The 2018 CRM Service Elite Customers: Boscov's Department Stores

Boscov's bounces back with Moxie's Kbot

IBM Launches Watson Assistant

Watson Assistant uses IBM's cognitive computing platform to create personalized consumer experiences.

Running a Contact Center from the Inside Out

A Q&A with Vince Barsolo, senior vice president of operations at Televerde, which operates contact centers in several women's prisons, giving inmates marketable skills that connect them to a future beyond bars.

Contact Center Staffing Can Be Found in Surprising Places

Some innovative companies are going outside the normal job markets to find talent to staff their contact centers

Google Starts Blocking Intrusive Ads

Mobile and web ads that violate the Coalition for Better Ads standards are subject to removal from Chrome

SpotHero Settles in with UJET

UJET has helped the parking platform provider cut telephony costs in half

The Influence of So-Called Influencers Can’t Be Denied

Considering that word of mouth is still the best way to gain new business, influencer marketing makes a lot of sense—and cents

Let’s Resolve to Do Better with Our Data

By failing to keep customer and prospect records up to date, you could be throwing money away

The Shifting Costs of Customer Contacts

The interactions that require agent input tend to be more difficult, resulting in longer interactions that cost more

Yet One More Case for Customer-Centricity

Open design can improve collaboration and communication, but businesses should make sure it won't impact customer relationships

The Big Four Aren’t All There Is

The CRM software market is wide open for smaller brands to claim a seat at the table

The 2017 CRM Market Rising Stars: Marchex

Dialing into crucial marketing data

Best Data Quality Software: The 2017 CRM Market Leaders

Our finalist and winners in nine categories point the way forward with the latest products and capabilities hitting the market

Best CRM Consultants/Consultancies: The 2017 CRM Market Leaders

Our picks for the top CRM consultancies. The CRM Market Leader Awards helps you analyze your options for CRM consultants.

Voice Biometrics Needs to Adapt for Age

Voice changes over time can challenge the accuracy of some customer authentication systems

Marketers Are Unprepared for Voice Search

Voice assistants are altering consumer habits, and marketers need to adjust

Canada Clamps Down on Spam

Companies are safe from lawsuits for now

Consumers Score a Huge Win

Companies, vendors, and consumers should be prepared to work together to curb the possible misuse of the technology

It’s Time to Get Your Vision Checked

The one-size-fits-all approach, whether with email, marketing, customer service, or any other customer-facing process, no longer works

Customers, Not Bots, Are Taking Over

In customer relationships today, there is no tolerance for slip-ups, no second chance to do better next time

ON THE SCENE—Customer Service Experience: Bots Are Only as Good as the Data

For chatbots to be effective, they need to deliver the right information with little effort

CRM Is More Than Just Technology

Businesses can't rely solely on their system vendors to keep their CRM solutions up to date, functional, and otherwise used by employees.

Cost Considerations Become a Top Concern

As products largely become commoditized and differentiation is harder to come by, cost clearly is setting some vendors apart in 2017.

The 2017 CRM Service Leaders: Contact Center Infrastructure

The 2017 CRM Service Leaders: Interactive Voice Response

The 2017 CRM Service Rising Stars: Cogito, Ergo CRM

Cogito's Dialog can detect emotions and guide agents based on what customers are feeling

How Far We’ve Come in 20 Years

The industry continues to sustain itself with a steady flow of start-ups and cutting-edge innovations that expand what CRM can do

Look for AI’s Role in CRM to Grow

On the CRM front, AI has already found a home in many innovative ways—virtual agents, chatbots, voice biometrics, and more.

Did Data Let Us Down?

While data science has tremendous potential to uncover business insights, it is still a new field of endeavor with very few skilled practitioners

Anatomy of a Contact Center Expansion

How do you transform a contact center operation, ramping up from 25 agents to 120, in a short amount of time? • A Q&A with Jonathan Nall, director of guest services at Wind Creek Hospitality

With Interactions, Salt River Project Helps Customers Keep Their Cool

The water and electricity supplier uses the vendor's virtual assistants to keep its contact centers from overheating

8x8 Lets MOBI Go 24x7

Cloud phone and contact center systems enable MOBI to expand service

Virtual Reality to Become a True Reality

IAB report predicts increased use of 360-degree video amid virtual reality's growth as a marketing channel

Is an Omnichannel Environment Truly Attainable?

Research suggests the need for integrating systems, but it's not an initiative that should be taken lightly

Make CRM Smarter

Innovations in knowledge management make it easier for agents and customers to find information

Retailers Need a Social Media Makeover

Many merchants are not capitalizing on the opportunities social media presents

Apple, Google, Verizon, and Others Join Fight Against Robocalls

The federal government is asking the industry to do more to thwart automated marketing calls

Zang Sends the Right Message for OwnerListens

The communications platform helps keep OwnerListens in the conversation

Robocall Strike Force Advances Plans to Curb Robocalls

Depite efforts to educate consumers, Consumers Union and the FCC say the group's work is not done yet.

Adobe Adds to Analysis Workspace

New capabilities will make powerful insights more accessible.

CafeX Adds in-App Support to Microsoft Dynamics 365

The provider of mobile and web customer engagement solutions will lend real-time customer assistance within Microsoft Dynamics 365 for Customer Service. (Featured on

Lexalytics Releases Salience 6.2

The latest version of the text analytics platform capitalizes on machine learning advances and adds emoji analytics, email processing, and enhanced named entity recognition.

At DreamForce, Salesforce Shows Its Acquisitions Are Paying Off

Einstein and Commerce Cloud are just two of the products introduced following a busy year of acquisitions for Salesforce.

Advocate Uses Hootsuite to Maintain a Healthy Social Presence

Hootsuite is helping Advocate Health Care manage 35 separate social media accounts

Digital Assistants Gain Enterprise Acceptance

Business use of virtual digital assistants, virtual agents, and chatbots is on the rise

Mobile Disruption Alters VoC Programs

Temkin research uncovers five Cs for mobile voice-of-the-customer initiatives

Are Contact Center Metrics Becoming Passé?

New metrics need to take on a more customer-centered approach

Congress Seeks to Protect Consumers’ Right to Complain

The Consumer Review Fairness Act would make it illegal for companies to prevent consumers from writing bad reviews.

West Enhances Its Cloud Contact Center Solution

West has added multichannel capabilities to its Cloud Contact Center, including support for email, web chat, and text; network-based queuing; and inbound and outbound call blending. (Featured on

Citizen Relationship Management Requires a Different CRM

Government can't do what businesses do, but citizens still expect the same kind of customer service

Social Selling Tops Sales Best Practices

Top sales performers have tools in place to establish relationships with customers

Goodbye to Twitter’s Buy Button

Other customer service features are on the way from the social media giant

Hired Makes a Smart Hire with Freshdesk

The online job site sees big service gains from the vendor's customer support system

TCS Releases Customer Intelligence & Insights for Retail

Tata Consultancy Services' new analytics software uses machine learning to help retailers tap Internet of Things data to deliver personalized customer experiences.

Forrester Launches the B2B Tech CX Index

The B2B Tech Index, a follow-up to the B2C CX Index, helps tech companies plot how their customer experiences impact loyalty and retention.

Mobile Analytics Needs a Reboot

While the technology is gaining traction, standard practices are insufficient Acquires Demandware

The deal expands the CRM provider's presence in e-commerce

The 2016 CRM Market Leaders: Data Quality

The 2016 CRM Market Leaders: Consultancies

The 2016 CRM Market Rising Stars: Bullhorn Accelerates Sales by Analyzing Digital Conversations

The 2016 CRM Market Rising Stars: Infer Adds Predictive Intelligence to Close More Deals

The 2016 CRM Market Rising Stars: SalesPredict Finds Targeted Leads for B2B Companies

The 2016 CRM Market Rising Stars: Totango Monitors Customers to Ensure They're Successful

The 2016 CRM Market Influential Leaders: Nathan Blecharczyk, Brian Chesky, and Joe Gebbia, Cofounders, Airbnb

The 2016 CRM Market Influential Leaders: Scott McCorkle, CEO,'s Marketing Cloud

The 2016 CRM Market Elite Customers: Doblet

Mobile phone charging provider Doblet has seen revenue increase 845 percent with

Verint Launches Robotic Process Automation

The new capabilities can automate, manage, and execute time-consuming, manual, and repetitive business processes. (Featured on

MaritzCX Releases SocialCX

SocialCX helps companies enhance their online reputation with quick responses to customer reviews and social feedback

NICE Introduces Engage 6.5

The latest release of NICE's recording platform provides deeper business insights across channels, including chat and Skype for Business. (Featured on

Microsoft Previews Dynamics 365 and Microsoft AppSource

Microsoft Dynamics 365 will be the next-generation cloud version of Microsoft's business suite.

Sprinklr Partners with Microsoft

Sprinklr extends its platform to Microsoft Azure and integrates with Dynamics, Power BI, and Office 365.

On Social, Not All Negatives Are Bad

Companies should use customer comments—both good and bad—to drive brand transformation

Nuance’s Nina Adds a Human Touch to Swedbank’s Customer Service

The multinational bank's conversational virtual assistant resolves 78 percent of queries on first contact

At SugarCon, SugarCRM Adds Data Enrichment, Machine Learning, and Intelligent Agent Technology

People and technologies need to come together to let customers design their own experiences, speakers suggest.

At SugarCon, SugarCRM CEO Outlines a Plan for Digital Transformation

Larry Augustin says that CRM has to move from a "system of record to a system of engagement." Also, SugarCRM announces an enhanced partnership with IBM and an integration with 3CLogic.

Apple to Begin Running App Install Ads

Apple plans to follow Google and Facebook with paid ads in the App Store to increase downloads.

Verint Completes Its Cloud Migration

All Verint Customer Engagement Optimization solutions are now available in cloud, on-premises, and hybrid deployment versions. (Featured on

Interactive Intelligence Reports Growing PureCloud Momentum

While PureCloud adoption is high, the company is not abandoning its Customer Interaction Center (CIC) solution. (Featured on

Marketo, Qlik Acquired by Private Equity Firms

Separate deals see two large marketing technology firms acquired by venture capitalists.

Avaya Enhances CET’s Emergency Response

A new contact center improves how the claims processor handles home emergencies

Brands Bet on Bots

Facebook pushes bots as the new form of customer engagement

Inbound and Outbound Converge in the New Contact Center

Call blending is the new normal as customer service becomes more proactive

15 Essential Tips for an Active Social Community

Focus on creating a valuable and vibrant group to deepen customer relationships

At Customer Service Experience Day 2, Knowledge Plays a Powerful Role

Contact centers have a crucial need for knowledge management, but other technologies are also key. (Featured on

At Customer Service Experience, Speakers Urge Looking Through the Customers' Lens

Customer effort and a customer experience mentality are cited as the keys to improving service. (Featured on

SAP Expands Its Analytics Capabilities

SAP is adding more predictive and machine learning capabilities and unifying its analytics solutions under the BusinessObjects brand.

NICE Acquires inContact

The deal adds cloud and contact center infrastructure technology to NICE's portfolio. (Featured on

At Sapphire Now, SAP and Microsoft Usher in New Partnership

The partnership between SAP and Microsoft brings SAP enterprise apps to Office 365.

ICMI Research Finds Contact Centers Lack Language Skills

Most contact centers can't handle contacts that fall outside their primary languages. (Featured on

At Contact Center Expo, Speakers Stress Standing Out

Customer service has to be unique to be effective. (Featured on

Cyara Releases Virtual Agent

The new solution can test how efficiently contact center agents interact with desktop systems and apps. (Featured on

Tips to Balancing Contact Center Automation Costs and Quality

Caution and customer centricity should guide technology decisions

Ways to Amplify Your Social Media ROI

Organizations must link social media marketing to larger business objectives

Stimulate Lead Volume by at Least 10 Percent with Click-to-Call

Mobile search advertising with click-to-call is key for digital marketing

Pinterest Sees a Direct Lift with Directly

The social site can now hand over support tickets to its online community

Swiftpage Releases Act! 18.1

The latest version allows users to connect Act! to popular business optimization tools.

LiveWorld Unveils Conversation Management Platform

Social media technology combines intelligent triage with case management of conversations. (Featured on

Segmint Enhances Its SegmintOne Marketing Platform

New features include control group functions, real-time capabilities, business intelligence dashboards, and intent KLIs.

Pegasystems Acquires Robotic Automation Software Provider OpenSpan

The acquisition brings together robotics, analytics, and case management to enable more productive contact center employees. (Featured on

ConnectLeader Releases Adaptilytics, a New Predictive Intelligence Engine

The solution identifies the best sales targets and provides the means to contact them.

Vibes Launches Transactional Mobile Messaging

Using Vibes' Catapult mobile marketing platform, companies can send automated service messages across mobile channels.

Fonolo Takes Credit for Reducing Call Abandonment

Credit Union of Colorado improves its customer experience with Fonolo's In-Call Rescue

Digital Dexterity a Dream for Most

Only 7 percent of companies worldwide have mastered the digital domain

U.S. Strikes Data Deal with Europe

A new Privacy Shield accord safeguards against U.S. spying

Chat Apps Top Social Media for Consumers

Messaging platforms are getting crammed with business capabilities

Unified Agent Desktops Connect Reps to Essential Apps

A single interface that houses all of the information an agent could need will increase productivity and efficiency

Inbenta Launches Hybrid Chat, Integrating Live Chat with Artificial Intelligence

Inbenta's Hybrid Chat service enables a collaborative experience between virtual assistants and live customer support. (Featured on

ScribbleLive Launches ScribbleLive Plan for Content Marketing

ScribbleLive Plan is designed to help marketing teams develop and execute content strategies.

InContact Expands Its Customer Interaction Cloud

The latest release from inContact provides omnichannel routing, workforce optimization, voice as a service, and an open cloud platform. (Featured on

Inbenta Integrates with Salesforce’s

Inbenta's search platform can provide self-service search capabilities for company customer support knowledge bases.

8x8 Upgrades Virtual Contact Center Solution

The latest advancements for Virtual Contact Center combine quality management, customer journey analytics, and advanced CRM integration. (Featured on

Hallmark Launches Customer Service Solution for Businesses

New program uses Hallmark cards to improve customer service employee engagement and customer experience. (Featured on

Verint Acquires Contact Solutions

The deal extends Verint's Actionable Intelligence vision with real-time, contextual self-service software. (Featured on

The 2016 CRM Service Leaders: Contact Center Infrastructure

The 2016 CRM Service Leaders: Interactive Voice Response

The 2016 CRM Service Leaders: Contact Center Outsourcing

The 2016 CRM Service Rising Stars: [24]7 Adds Deep Neural Networks to IVR Systems

The 2016 CRM Service Rising Stars: NICE Systems Invests Heavily in Advanced Customer Support Analytics

The 2016 CRM Service Elite: Hogsalt Hospitality

DialogTech helps Chicago restaurant group Hogsalt Hospitality capture lost revenue

Data Scientist Is This Year's Hottest Job

Glassdoor rankings identify data scientist as the best job in America

Voice Search Alters the Content Marketing Landscape

Companies need to change their content strategies to appear in voice search results

Sprinklr and Yelp Partner on Social Analytics

Companies can analyze reviews and sentiment data from Yelp to extract insights and act on them to drive business outcomes.

BrightFunnel Launches Account-Based Marketing Analytics

The new solution lets users compare their account-based marketing efforts to more traditional marketing approaches.

Google Will Stream Mobile App Content

The service makes in-app content searchable over the Internet

Facebook Adds to Customer Service on Pages

The social networking site offers tools to help companies better manage customer communications

Five9 Helps Open English Keep Class in Session

Five9's cloud contact center technology lets the online language school contact leads in seconds

THE BOOMER GENERATION: Booming or Busting?

Although some are retiring, don't neglect the members of this very large and prosperous consumer segment

ChannelEyes Launches Optyx on Salesforce AppExchange

A new sales workflow tool gives account visibility to indirect channel sales managers.

SpringCM Updates File It Document Management Solution

File It 4.0, a central repository for managing content and contracts, gets a new, easier-to-use interface.

Lionbridge Expands GeoFluent Real-Time Translation for Omnichannel Customer Care

Lionbridge Technologies has broadened its GeoFluent real-time translation technology to include new omnichannel customer care features for contact centers. (Featured on

FairWarning Issued Patent for Detecting Fraud and Misuse in CRM Systems

U.S. Patent 9,202,189 provides the foundation for FairWarning for Salesforce.

Accelerize Integrates Its CAKE Platform with DialogTech

Accelerize and its digital marketing software division CAKE yesterday announced a partnership and technology integration with DialogTech, a provider of end-to-end call attribution and conversion platforms. (Featured on

Freeman's Contact Center Continues Its Winning Ways

What does it take to win J.D. Power's Certified Contact Center Program distinction six years in a row?A Q&A with Brenda McCord, vice president of customer support at Freeman.

The FCC Saves Millions with Zendesk

The federal agency's Consumer Help Center costs far less to deploy and maintain

IBM Merges Weather and Business Forecasts

Big Blue's purchase of The Weather Company enhances its ability to provide business insights

Apple and Google Yield Control Over Consumer Data

Consumers can decide which ads to see and how their data is used

Lithium Adds Analytics to Its Community Platform

New analytics offerings enable companies to measure customer satisfaction, benchmark performance, and gauge the business impact of their social communities.

Harte Hanks Launches Data Refinery Platform

Harte Hanks's marketing data integration platform provides specific customer data profiles.

European Union Rejects U.S. Data Privacy Laws

Sharing customer data across the pond will get harder

Slumping Customer Satisfaction Takes a Toll on the Economy

The sixth consecutive quarterly dip bodes poorly for retailers heading into the holidays

E-Commerce Gets Social and SAP bring e-commerce capabilities to social communities

USA Business Choice Enlists a Friendly Gatekeeper

A virtual assistant by CodeBaby helps users navigate the insurance provider's Web site

Social Media Is Now a Viable Support Channel

Direct messaging, tighter security, and data integration add to social media's feasibility as a customer service platform

Connectivity Integrates with RingCentral to Enhance Customer Profiles

The combined platforms allow businesses to access—and track—enormous amounts of customer data.

Vidyard Launches Vidyard Live Streaming Media Solution

Vidyard Live enables marketing and sales to see who watches their live events and automatically converts videos for on-demand use.

TouchCommerce Introduces TouchSocial

TouchSocial helps brands provide live chat and personalized self-service options to consumers on social networks. (Featured on

HDI Report Shows Growing Need for Technical Support

The number of tickets at two-thirds of support organizations is on the rise, according to the industry association. (Featured on

How Amazon and Are Shaping Mobile Customer Support

Video chat apps such as Amazon's Mayday Button and's Service SOS lead a new breed of mobile customer service apps

Kaybus Puts Knowledge at PlusOne's Fingertips

The contact center operator's agents benefit from up-to-date info

Brands Must Be Loyal to Loyalty Members

Rewards need to be more personalized and tailored to individual program members

Contact Center Outsourcing's Rising Costs

Calls to overseas contact centers take much more time

On the Scene: At Dreamforce 2015, Strengthens Ties with Microsoft

The two software giants plan to deliver even deeper integrations in 2016

Customers Value Privacy, to a Point

Columbia University research suggests that customers are willing to share personal information with trusted brands.

Vibes Brings Mobile Solutions to IBM's UBX

Vibes is one of the launch partners for the IBM Universal Behavior Exchange (UBX), adding its mobile wallet and mobile marketing technologies to the IBM Marketing Cloud.

Linkable Networks Launches Shopper Attribution Platform

Shopper Attribution helps retailers measure in-store sales driven by digital and social media.

Email Marketing Needs to Keep Up with Mobile

Vendors must keep up with an evolving and challenging market by offering refined new solutions and techniques, finds Frost & Sullivan.

FCC Updates TCPA with Greater Protection Against Robocalls

New rules broaden the definition of robocalls and give consumers more opt-out options

Analytics Advance Through the Cloud

The analytics-as-a-service market is expected to grow fivefold in five years

On the Scene--Customer Service Experience: Explore New Channels, but Invest Wisely

Conference speakers urge companies to integrate channels for a seamless customer experience

Labor First Keeps a Customer-First Approach

A retiree benefits company uses NewVoiceMedia to support growth

The Age of Speech Analytics Is Close at Hand

The "Johnny-come-lately" in contact centers is poised to become "Johnny-on-the-spot"

Zappix Expands Global Support for Its Visual IVR

Zappix now allows companies to provide visual IVR mobile smartphone solutions for iPhone, Android, and the Web in multiple languages.

Salesforce Strengthens Strategic Partnership with Microsoft at Dreamforce

The two software giants plan to deliver even deeper integrations in 2016.

Salesforce Introduces SalesforceIQ, the Thunder Platform, and IoT Cloud at Dreamforce

New Salesforce product launches bring data from multiple sources into common Salesforce apps.

Microsoft Introduces Updates in Microsoft Dynamics CRM 2016

Microsoft Dynamics CRM 2016 will feature enhancements in productivity, intelligence, mobility, and customer service.

Holden Unveils Adaptive Platform for Sales Training

The Holden Adaptive Platform helps foster problem solving and strategic thinking, while instilling effective sales performance-related practices.

Integrate CRM and ERP for Better Intelligence

Businesses benefit when information flows freely between systems

EBay Finds a NICE Way to Save

NICE Systems' Interaction Analytics helps eBay Enterprise dramatically cut average handling times

Business Schools Suggest New Loyalty Metrics

Marketing experts create a five-part model to measure customer commitment

Contact Centers Continue Cloud Migration

ContactBabel sees huge growth in hosted customer support

It Takes More than Coupons to Settle Complaints

Consumers want more than compensation when things go wrong

OpinionLab Introduces Summer 2015 Release of Its Voice-of-the-Customer Solution

Brands are empowered to connect consumer feedback gathered through digital channels with specific physical locations.

Customer Service Experience, Day Three: Companies Are Urged to Take Measured Approach to Omnichannel

Adding channels and technologies shouldn't be done in silos, speakers say. (Featured on

Customer Service Experience Speakers: Create a Service Culture, and Loyalty Will Follow

Conference attendees are reminded that the key to happy customers is happy and informed employees. (Featured on

At Customer Service Experience, Companies Are Challenged to Put Customers First

Speakers urge attendees to stop thinking operationally and start looking at service from the customers' perspective. (Featured on

[24]7 Adds Deep Neural Networks to IVR

Microsoft's DNN technology brings greater speech recognition accuracy to the [24]7 Customer Engagement Platform. (Featured on

Sprout Social Expands Twitter Partnership

Sprout Social now has access to Twitter data and analytics.

Jive Releases Circle, a New Collaboration Tool

Jive rolls out new features for Jive Chime real-time messaging app, including integration with the new Jive Circle.

The 2015 CRM Market Leaders: Data Quality

The 2015 CRM Market Leaders: Consultancies

The 2015 CRM Market Rising Stars: Tealium Pairs Up to Personalize

The 2015 CRM Market Rising Stars: Teradata Moves to Mobile

The 2015 CRM Market Elite: Concur

Infer's predictive lead scoring helps Concur close more deals more quickly.

The 2015 CRM Market Influential Leaders: Jonathan Ive, Senior Vice President of Design, Apple

The 2015 CRM Market Influential Leaders: Satya Nadella, CEO, Microsoft

Purple Forge Taps IBM Watson For City Customer Self-Service App

As an IBM Watson ecosystem partner, Purple Forge is leveraging Watson technology to improve the customer service experience for the City of Surrey in British Columbia, Canada.

Groupe Acticall to Acquire Sitel

French firm acquires the U.S. contact center outsourcing firm.

Conversational Computing Strives to Meet the 'Star Trek' Standard

Speech technology, combined with artificial intelligence, will enable people to interact with machines in a natural way

New IVR Lets Eatery Group Net More Phone Calls—and Business

DialogTech helps Hogsalt capture $75,000 in additional revenue per month

Jive Updates Its Jive-x Social Community Platform

The latest version of Jive-x offers features to make communities more friendly for end users and moderators.

Aspect Software and LiveVox Combine Contact Center Solution with Workforce Management in the Cloud

Partnership and product integration between Aspect and LiveVox helps companies forecast and optimize calling campaigns and agent staffing.

Coveo Launches Intelligent Search in the Cloud

Coveo's search-as-a-service solution unites information across cloud- and premises-based systems.

The Secret to Loyalty Is Less Effort, Speakers at Interactive Intelligence's Interactions Assert

Simply delighting customers doesn't breed loyalty, but it can cost more, CEB research suggests.

Interactive Intelligence Unveils PureCloud Engage at Interactions 2015

PureCloud Engage is designed to help contact centers accelerate business impact, deliver consistent outcomes, and improve the customer and agent experience. (Featured on

NetBase Launches Live Pulse Mashup

NetBase's Live Pulse Mashup brings social media visualizations to the C-suite.

MindTouch Releases Responsive, a New Content Creation Tool

MindTouch Responsive is the result of years of research into online consumer behavior.

In Data Security, It’s a Numbers Game

Requiring multifactor authentication makes it harder for hackers to access information

Kahuna Releases Dynamic Audiences for Facebook Advertising

Dynamic Audiences understands customer conversion, so brands don't advertise products to people who have already bought them.

Influitive Launches Communities for Advocacy-Driven Marketing

Influitive Communities allows marketers to create active B2B communities across the Web.

Qvidian Adds to its Sales Content Automation Platform

Latest release integrates Digital Playbooks for an end-to-end guided selling and content automation solution

Sapphire Now Day 2: SAP Announces Updates to HANA for the Internet of Things

Businesses undergoing a digital transformation should home in on SAP HANA, speakers say.

Sapphire Now Day 1: SAP Launches Updated SAP Lumira

Latest Lumira version offers new visualizations and data access.

CallMiner Partners with SpeechPro to Separate Speakers in Call Center Recordings

CallMiner Eureka incorporates voice biometrics from SpeechPro to isolate each person's voice.

Data Security Should Be in Everyone's Job Description

Protecting valuable customer information should begin in the contact center and end in the executive suite.

Bluenose Discovers Success with Its Online Community

Get Satisfaction's social community platform helps the CSM solutions vendor generate industry buzz

The Customer Expectation–Experience Gap

Brand Keys' Customer Loyalty Engagement Index finds that many companies are unable to deliver on emotional values.

At Microsoft Convergence, Dynamics CRM Gets a Major Overhaul for 2015

Microsoft's user conference highlights product launches and integrations around its CRM line.

Aptean Releases Pivotal 6.5

Newest version of Pivotal CRM offers greater mobile capabilities.

SugarCRM Introduces Sugar 7.6, Bringing Process Management into CRM

The latest release helps companies automate complex customer interactions.

AdRoll Adopts HTTPS as a Standard

HTTPS will make ads safer and more secure for Internet users.

AT&T Breach Puts a Spotlight on Contact Center Fraud

Outsourced contact centers implicated in cell phone scheme involving data for 280,000 customers.

The Switching Economy Hits Home

Poor customer service accounts for most company defections.

Will Apple's Smart Watch Boost Business?

The wearable device can track users' movements, prompting interest from marketers.

VoltDelta Is the Right Prescription for Rx Outreach

The multichannel cloud contact center solution provides IVR, agent infrastructure, and automated prescription reminders for a mail-order pharmacy.

Text Takes Precedence as a Customer Service Preference

A new generation of consumers prefers short message service to other ways to reach agents.

HP Releases Explore 5.0

Updated voice-of-the-customer analytics platform reveals even more valuable insights into customer interactions.

Zappix Releases Visual IVR Platform

Zappix Visual IVR authoring tool allows companies to build mobile and Web apps in minutes.

Microsoft Convergence Day 2 Brings Collaborations to Add Value for Customers

New partnerships with, FieldOne, DocuSign, Thunderhead, and Ford round out the day's announcements.

Microsoft Convergence Fuels Many CRM Innovations

Day 1 sessions highlight new releases and integrations for Dynamics CRM.

Oracle Adds Instagram and Weibo to Social Cloud

Latest release expands capabilities to reach global consumers.

Ifbyphone Becomes DialogTech

Company rebranding reflects a greater market change around voice communications.

The 2015 CRM Service Elite: Genesys Helps Michigan Aid Families in Need

Call center technology makes reaching help one less hurdle for struggling parents.

The 2015 CRM Rising Stars: IBM's Watson Brings Cognitive Computing to Customer Support

Partners and customers are lined up to bring the supercomputer into the contact center.

The 2015 CRM Rising Stars: WalkMe Unleashes Guided Self-Service for the Web

The 'online GPS' can eliminate site confusion and facilitate interactions.

The 2015 CRM Service Leaders: Contact Center Infrastructure

The 2015 CRM Service Leaders: Interactive Voice Response

The 2015 CRM Service Leaders: Contact Center Outsourcing

Firms Should Embrace Instagram

The image- and video-sharing site now surpasses Twitter in users.

Mobile Payment Evolution Is Underway

Mobile spending projected to reach $1.42 billion by 2019.

HP Updates Its Qfiniti WFO Suite

HP Qfiniti 10.3 extends connectivity to Genesys and Cisco telephony switches and maximizes value from customer interaction data.

Appinions Launches Attention Analytics on Oracle Marketing AppCloud

The application enables content marketers to take a data-driven approach.

OpinionLab Brings Voice of the Customer to Life with Winter 2015 Release

New features make real-time customer feedback more accessible, engaging, and actionable.

U.S. Contact Centers Added 50,000 New Jobs in 2014

Three consecutive quarters of job growth revive U.S. contact center industry.

The Keys to Countering Cart Abandonment

Online retailers need to respond at the right time and with the right message.

SIO Emerges as a New Contact Center Segment

Frost & Sullivan identifies support interaction optimization as a $1.3 billion global market category.

Canon Connects with Fans via Lithium's Social Solutions

The social community platform has become an effective customer service tool.

The Hidden Sources of Poor Customer Service

Interactions should be designed with the customer in mind.

WP Engine Launches GeoIP for Location-Specific Marketing

GeoIP immediately serves localized content down to the ZIP code, without impacting speed or performance.

Clari Offers Free Sales Pipeline Stress Test

With a five-minute setup, sales execs can see at-risk deals to drive immediate action.

EasyAsk Releases Voice Shopper

New EasyAsk Voice Shopper lets customers query e-commerce sites with their voices. (Originally appeared on

Alorica Acquires West's Agent Services Businesses

The $275 million deal expands Alorica's capabilities, service offerings, and delivery options.

In Customer Service, It's More Efficient to Be Effective

Rushing customers off the phone might cut costs, but ignores the potential for greater value.

Buffalo Builds Resident Trust with CRM

Kana Software's Lagan Enterprise system revitalizes city services.

There's an App for That, But Does Anyone Care?

Studies point to a decline in mobile app usage among smartphone owners.

Apple Launches Apple Pay

Many retailers aren't buying into the newest mobile wallet solution.

At Dreamforce 2014, Delivers Wave Analytics Cloud entered the $38 billion analytics market with its sixth cloud platform. (Originally appeared on

Radish Releases ChoiceView for iOS8

The ChoiceView mobile app for visual IVR now supports iPhone 6 and iPhone 6 Plus.

WealthEngine and DonorCommunity Partner on Integrated Fundraising Solutions

The partnership enables organizations to better segment and target contributors.

DataSift Launches VEDO Focus to Filter Social Data

Real-time classification of social data into half a million topics moves the industry beyond keyword- based analysis.

The Role of Wearables Expands in the Call Center

Computer-connected headsets could seamlessly link agents and supervisors.

Campaign Management Needs to Cross Channels

Despite improvements,l cross-channel campaign management still has usability challenges.

Genesys Bolsters Michigan Child Support Agency's Overhaul

Parents in need get improved access to services with new call center technology. (This article originally appeared in the Winter 2014 issue of Speech Technology.)

5 Hot Customer Service Technologies

The latest innovations add a sense of immediacy to customer interactions.

SAP Brings Data Discovery to SMBs

With the SAP Lumira Edge edition, SMBs can perform data visualization too. Adds Guided Paths Functionality to Nexus

Nexus optimizes live support interactions to resolve more customer tech-support issues.

CallMiner Adds Semantic Building Blocks to Eureka Speech Analytics

Latest release of Eureka Speech Analytics allows users to uncover insights from customer conversations

Work-at-Home Solutions Are Transforming Call Center Operations

At-home agents can be as productive, if not more so, as those in the contact center.

CRM Yields New Efficiencies for City Harvest

The food rescue organization broadens its reach with Microsoft Dynamics.

Customer Satisfaction Plunges Again

American Customer Satisfaction Index sees one of its biggest drops in 20 years.

Business Voicemail Goes Unanswered

Most callers would rather hang up than leave a message.

Verizon Puts a Different Spin on Loyalty Rewards

The new program rewards customers for everyday activities.

SpaceCurve and AirSage Partner on Customer Location Data Offering

Partnership enables companies to create a more complete understanding of customer behavior.

Swiftpage Releases Act! Version 17

New Act! version 17 helps small businesses automate and integrate sales and emarketing.

At Dreamforce, Unveils Road Map for Service Cloud Updates

Many new features delivered already, with more on the way.

At Dreamforce 2014, Delivers Wave Analytics Cloud enters the $38 billion analytics market with the launch of its sixth cloud in the Salesforce Customer Success platform.

Cirrus Insight Adds Nimble Smart Contacts Integration for Gmail

Salespeople can access Nimble's Smart Contact insights right within their email inboxes.

Automation Creates More Jobs Than It Eliminates

More than two-thirds of companies that have replaced workers with automation added new positions as a result.

Twitter Updates Its Analytics Offering

Tweet Activity Dashboard helps companies see how posts perform.

Medical Alert Puts Five9 on Call

In urgent need of a new contact center system, the emergency monitoring device provider turned to the cloud solution for aid.

Should CSRs Be Paid for Performance?

Why companies must assess the effectiveness of tying agent compensation to contact center metrics.

Oracle Marketing Cloud Extends Partnership with Box

New integration simplifies collaboration and execution of content marketing programs.

Ellison Steps Aside as Oracle's CEO

While he remains as executive chairman and CTO, Catz and Hurd will share CEO duties.

Microsoft Previews Dynamics CRM 2015

Updates to Microsoft Dynamics CRM Online and Microsoft Dynamics Marketing will help marketers and salespeople collaborate more effectively.

TeamSupport Introduces Customer Distress Index

New reporting feature predicts customer satisfaction level.

When VoC and VoE Combine

Bring together the voice of the customer and the voice of the employee to gain a more complete view of customer experiences.

Call Handling Time Continues to Rise

Sales and customer service calls take 16 percent longer today.

How Hot Is Amazon's Fire?

Despite mixed reviews, the smartphone's connection to the largest e-commerce network will facilitate mobile transactions.

Neural Networks Reach into Virtual Assistants

Decades-old neural networking technology is being used to improve voice interactions.

Social Media Monitoring Delivers for Domino's

The pizza chain has social media customer care under control with Astute SRM.

Urban Airship Enables Actionable, Interactive Push Notifications

Action buttons help brands extend engagement outside of apps.

Monetate Introduces Web Site Testing and Targeting

New self-serve testing solution lets users determine who sees proposed changes.

Infor Buys Saleslogix from Swiftpage

Saleslogix will be rebranded Infor CRM and add sales and service functionality to Infor's CloudSuite.

Trumpia Releases Feature for Tracking Clicks in Text Messages

SMS Click-Through Tracking lets users embed links into SMS and email messages and track recipients' click behavior.

Salesforce ExactTarget Launches the Next Generation of Journey Builder

Journey Builder is a comprehensive customer journey solution to plan, personalize, and optimize customer interactions across channels and devices

Brands Deliver Inconsistent Engagements

The phone still outperforms other channels for customer service.

Experian Marketing Services Unveils End-to-End Marketing Suite

The Experian Marketing Suite enables brands to create and deliver authentic customer experiences across all interaction points.

Apple and IBM Forge Global Partnership to Transform Enterprise Mobility

IBM and Apple will collaborate on a number of industry-specific mobile applications and bring more Apple iOS devices to the business world.

NetSuite SuiteWorld: NetSuite CEO Zach Nelson Talks CRM Expansion

Keynotes highlight convergence of CRM, ERP, and e-commerce.

Walmart's Omnichannel Strategy Keeps It on Top

Today's large retailers are connecting with customers in new ways.

The 4 Key Customer Service Omnichannel Considerations

Contact centers have deployed new technologies in silos; integration is difficult but not impossible. Sees Smooth Sailing with 8x8

8x8's Virtual Office and Virtual Contact Center improve operations at the cruise booking site.

FirstRain Introduces Personal Business Analytics for Salesforce1

FirstRain's Personal Business Analytics for Salesforce1 will be generally available next month.

Infosys to Appoint Vishal Sikka as CEO

The former SAP executive is set to take the reins at the consulting and outsourcing firm.

Pegasystems Releases Customer Process Manager for Insurance

PCMI enables insurers to deliver consistent customer service across channels.

Virtual Receptionists Work for Virtual Law Firm

Ruby Receptionists answers Burton Law's calls from miles away.

Social Networking Offers Increased Agility

Research suggest the need for a smarter combination of enterprise social networking tools.

Ovum Expects Home-Based Agents to Soar by 2017

The annual growth rate is twice that of the brick-and-mortar contact center outsourcing market.

Microsoft and Announce Strategic Partnership

Industry leaders to deliver new solutions and mobile experiences for mutual customers.

Aptean Launches Process Manufacturing Solution at Its Edge Event

Speakers at user conference express excitement over CRM expansion opportunities.

At Aptean Edge, CEO Paul Ilse Pledges to Keep Solutions Separate

Aptean will continue to offer industry-specific solutions for its different vertical markets.

At SuiteWorld's Second Day, NetSuite's Evan Goldberg Introduces B2B Customer Center

New product enhancements bring greater attention to mobile, simplified user interfaces, and tighter integrations.

At SuiteWorld, NetSuite CEO Zach Nelson Talks CRM Expansion

Keynote highlights convergence of CRM, ERP, and e-commerce systems.

Pitney Bowes Launches Spectrum Spacial Geolocation Platform

Spectrum Spacial helps businesses connect the dots between data and geography.

Commence Previews Customer Portal App

New app lets customers browse FAQs, submit service tickets, and query knowledge bases right from a company's Web site.

Microsoft Dynamics Convergence: Microsoft Homes in on Customer Centricity

Convergence keynote speaker says businesses that serve customers best are P2P (people-to-people).

The New Roles of Customer Service Outsourcers

Labor rates are no longer the main concern as companies consider outsourcing their contact centers.

Snapfish Finds Live Chat a Snap for Customers and Agents

Photo-sharing site uses Live Person to help members with design projects. Launches Salesforce1 Service Cloud SOS

Service Cloud SOS provides instant access to agents through a help button positioned inside a mobile app.

Interactive Intelligence to Acquire OrgSpan

The OrgSpan acquisition is designed to strengthen Interactive Intelligence's cloud-based business communications solutions.

Viacom and Mass Relevance Partner to Launch EchoGraph

Social media platform will track and analyze social activity for advertisers. Realigns Around Six Industries

Salesforce's new industries strategy will focus on delivering solutions for key verticals.

The General Reboots Agent Training with Intradiem

The online auto insurance provider updates agent skills with Intraday Management technology.

3 Reasons to Boost Your Contact Center's Strategic Value

Today's solutions are lower in cost, offer predictive capabilities, and require less technical know-how to operate.

Contact Center Satisfaction Dropped 10 Percent in 2013

Companies can rebound by providing more multichannel customer service options.

From IVRs to Automated Interactive Customer Contacts

Chat, SMS, and virtual agent solutions have a strong future if deployed wisely.

Lithium to Acquire Klout

Lithium's acquisition of the social influence scorer positions it to expand its data resources.

Aspect Launches Proactive Engagement Suite

Aspect Software's Proactive Engagement Suite is a cloud-based customer communications platform.

Aspect Software Releases Workforce Optimization 8.0 and Aspect Mentor

Aspect's WFO 8.0 and Aspect Mentor expand the reach of speech analytics beyond basic call recordings.

CRM Is in the Midst of an Expansion, Microsoft Execs Say at Convergence

Microsoft's Bill Patterson says CRM has to come together with so many other business applications.

At Convergence 2014, Microsoft Previews New Dynamics CRM Functionality

In his Day 1 keynote, Microsoft EVP Kirill Tatarinov showcases product enhancements resulting from recent acquisitions.

Cobrowsing Presents a 'Lucrative' Customer Service Opportunity

Companies can increase revenue and improve agent efficiency.

Big Data Prompts 'Analytics Everywhere' Solutions

Everyday users can turn data into insight.

Demandbase Updates B2B Retargeting

New functionality in Demandbase's B2B Retargeting solution lets users define who gets retargeted and for how long.

TARP Relaunches as CX Act with a New Corporate Strategy

New name reflects stronger emphasis on employee training to improve interactions.

Pie Digital Launches TotalTechHero Support App for Home Networks

With Pie's TotalTechHero, service providers can troubleshoot and fix networking and device issues with the customer via the cloud.

Jacada and Vocantas Bring Visual IVR to Schools

Scaller solution for higher education now sends surveys to students' mobile phones.

Law Firms Make the Case for CRM

Sixty-three percent of firms plan additional investments in 2014, LexisNexis research finds.

10 Social Customer Service Tips

New channel interactions don't have to be complicated.

IVR Is the Right Prescription for a Native American Health System

Muscogee Creek Nation's Enacomm solution overcomes the challenge of spiking call volumes.

Cirrus Insight Brings Zendesk,, and Quickbooks to Gmail

Customer service and accounting applications can be accessed from within Gmail.

Swiftpage Launches Saleslogix 8.1

Saleslogix version 8.1 includes an extensive suite of social CRM capabiltiies.

IBM Invests $1 Billion in Watson for Analytics and Big Data

IBM's Watson supercomputer now has its own group within IBM and a budget of $1 billion to grow its technology and partner ecosystems.

Commence Adds Calendaring and Twitter Functionality to CRM App

Commence CRM Version 5.5 offers instant messenger, Microsoft Word integration, calendar syncing, and mobile features.

Speech Analytics Is the Right Fit for Nautilus

The home fitness brand increases call center efficiency with CallMiner Eureka.

Gamification Comes to the Contact Center

Game techniques keep agents happy, engaged, and better equipped to handle interactions.

The 8 Traits of Customer-Relevant Companies

Ovum research finds very few customer-adaptive enterprises exist today.

Is There Life After Death for Loyalty Points?

Colloquy report shows varying bequeathing policies for leading airline, hotel, and credit card loyalty programs.

Oracle to Acquire Responsys

The software giant will incorporate Responsys' offerings into its Marketing Cloud. Launches, Offering a New Survey Platform

Two former executives launched startup today to help companies design and administer online surveys.

Moxie Software Enhances Its Spaces by Moxie Suite

New features in Spaces by Moxie include simpler user interfaces, tighter security, a chat translation function, and easier content management.

Despite Outages, Customer Satisfaction with Electric Utilities Brightens

Improved communication in Web self-service and proactive outreach have bolstered customer sentiment, according to a J.D. Power study.

In-House Marketers Take on More Roles

ANA reports external firms are on the decline as companies assign tasks to internal teams.

Overcome Multichannel Customer Service Challenges

Effective strategies start with talking to customers.

Online Ticketing System Ticksy Is the Ticket for MDNW

Ticksy helps Web design firm respond to customers quickly and efficiently.

Other Companies Shared the Dreamforce Spotlight

With 135,000 attendees, Dreamforce made for a great launching pad for companies besides just

At Dreamforce Day 2, Delivers New Salesforce1 Service Cloud

Powered by the new Salesforce1 Customer Platform, 1 Touch Service allows companies to build and embed service within any product, app, or experience.

At Dreamforce Day 1, Introduces Salesforce1

Salesforce1 is the new social, mobile and cloud customer platform built to transform sales, service and marketing apps

PCI Council Revises Data Security Standards

Updated standards are designed to help organizations make payment security business-as-usual.

Nimble Integrates with Hootsuite for Social Selling

New Nimble Contacts widget for HootSuite enables business teams to access customer and prospect data right from within the social media monitoring app.

Philadelphia Insurance Listens to Customers

The company sees retention increase after deploying a VoC solution from Confirmit.

Customer Support: Keeping Up with the Digital Migration

The phone is losing ground as a leading communication channel. Can you meet customers where they're going?

Companies Will Promote Products on Social Media

Attention shifts from gathering product feedback to greater customer engagement.

Xerox: The Customer Service Company

The company does a lot more than just documents.

Five9 Acquires SoCoCare

Five9's acquisition of SoCoCare strengthens its position in social and mobile customer care.

UserVoice Launches Customer Service SDK on the Android Platform

Android developers can now keep customers in their mobile apps while offering support and harnessing feedback.

Cablevision Launches Virtual Receptionist for Small Businesses

The new Optimum Voice cloud-based service answers calls with a professional greeting 24/7.

Should Retailers Target Mobile Devices?

Tracking consumers in stores and online brings privacy issues back into the spotlight.

More CPG Companies Are Selling Directly to Consumers

Learning from's success, businesses leverage e-commerce to bypass retailers.

CRM in Sports—Mobile and Social Tech Get the Call

The industry is making up for lost time with a focus on new strategies.

Voice Biometrics Builds a Business Case

Advances in speech security have made it more feasible and reliable as a call center tool.

Rising Support for Automatic Dialers

3C Logic helps a credit counseling service 'keep up with customers.'

Marketo Introduces Conversion Import Integration with Google AdWords

New inbound marketing capability provides insights into offline and online activities together.

Philly Zoo Goes Wild for New Call Center Systems

Mitel deployment helps connect staff with zoo patrons—and each other.

Schools Need to Rethink Their CRM Approaches

Many colleges and universities are only using CRM for marketing, ignoring vital service and sales components.

Customer Retention Requires Open Communication

Research finds a link between customer loyalty and continued engagement.

Which Interaction Channels Are Most Popular?

IVR and email top the list, but online customer support gains ground.

CRM Comes of Age in the Age of Moneyball

CRM Evolution panelists uncover the need to use CRM for more than just selling tickets.

In CRM, as in Life, Time Is Money

Life is a game of milliseconds, and companies that don't waste them will come out ahead.

Companies Need to Shift Their Focus

Companies that cling to a product-centric mentality will go the way of the Walkman.

LiveLOOK Adds In-App Capabilities to Customer Service Solutions

New In-App Co-Browse solution lets customer service agents help customers find what they need in mobile applications.

NICE to Acquire Causata

The deal brings Web and contact center analytics together

The Five Most Irritating Customer Service Statements

Research uncovers the phrases most hated by callers to customer service.

Making the Most of Social Media

Nike is the most "socially devoted" U.S. brand.

VerticalResponse Acquired by Deluxe

The check printing firm further expands into the marketing and business services market with this $27 million deal.

All Business Is Now Social

New Forrester research finds that all business decision-makers are regular users of social media.

Microsoft Plans New Dynamics CRM Version for Fall Release

The new fall 2013 version features a new user interface, greater integration with social and collaboration tools, and more mobile support.

SMB Mobile Adoption Is on a Fast Track

Sixty-eight percent will increase mobile spending in the next year.

Enterprise Software Retools Customer Experiences

Disruptions in the traditional sales model create urgency for vendors and opportunities for end users.

Drug Makers Are in the Midst of a Digital Revolution

Pharmaceutical firms are sharpening their focus on multichannel marketing and analytics.

Vivint Finds Service Success with RightTime

The home automation services company uses agent downtime to increase productivity.

Adobe to Acquire Neolane for $600 Million

Acquisition adds strength to Adobe's Marketing Cloud.

Oracle and Salesforce Enter a Strategic Partnership

Both companies agree to integrate and Oracle clouds.

AnswerNow Helps Companies Compute Call Center Costs

New Web-based calculator tool provides a dollar value to bad customer service.

The Customer Experience, Defined

Defining the experience is key to improvement.

Pega Moves into Analytics, Cloud, and Mid-Market

Company CEO and founder outlines the company's plans for PRPC 7 and beyond.

T-Mobile Listens to Its Customers

Surveying tool yields positive results for Austrian carrier.

Social, Local, Mobile Transcend Business Searches

Consumers increasingly search for local businesses on mobile devices.

Hesitation Hampers Banks' Social Media Opportunities

Many financial institutions are still not exploiting social media despite changing customer needs.

Microsoft Opens Up at Convergence

Company comes out of its cocoon to help customers get the most value from IT investments.

Voice-Based Microblogs Speak Volumes

How speech technology can improve social media campaigns.

Genesys to Acquire SoundBite Communications

Genesys further extends its cloud-based contact center solutions portfolio with proactive collections and payments, mobile marketing, and customer service applications.

Customer Service Is the Only Metric That Matters

Interactions panelists say customers should be the center of all that happens in the contact center.

Angie's List Founder Lists Customer Service as a Priority

The online customer review site founder advocates empowering customer service reps to fix customer complaints.

Intelliverse and Cincom Partner on Multichannel Contact Center Solution

Integrates voice, chat, email, fax, and customer systems into a single unified agent desktop.

Stress Test Customer Service with Mystery Shopping

Professional shoppers should be used in conjunction with call monitoring, speech analytics, surveying, and voice-of-the-customer feedback management.

Price Shapes Satisfaction

In a tight economy, companies must use VoC solutions for price sentiments.

The 360-Degree View Must Go Further

Competitive advantage requires a multidimensional view of customers.

Marketing and Support Must Collaborate

Customer interactions via social media can't be just about one or the other.

Toronto's Nerve Center Provides Easy Access

Canada's largest city improves customer service with Toronto 311.

Accenture Suggests Rewarding Customers to Increase Adoption of Mobile Payments

A new survey finds that adding financial-management tools and rewarding consumers could increase use of mobile phones as payment devices.

Social Customer Service That Satisfies

Get Satisfaction helps online video broadcast platform provider Ustream benefit from a support community.

Brands Must Make Emotional Appeals

Companies should strive to be less rational with customers.

Market Focus: Automotive Dealers Go Digital

Auto sellers respond to customers with online options.

Should Your Company Abandon Phone Support?

Why several Silicon Valley-area firms have done just that and are sticking with their decisions.

Microsoft Wants to Take CRM Everywhere

The company's stated goal is to support business users wherever they are and on whatever devices they're using.

Microsoft Dynamics CRM Gets Mobile, Social

Company highlights innovations to help businesses unite their organizations, connect with their customers and get the most value from their information technology investments.

Interactive Intelligence Launches Cloud Solution for Small Contact Centers

CaaS Small Center is geared for contact centers with fewer than 50 agents.

Adobe Upgrades Almost Every Aspect of Its Marketing Cloud

New enhancements add better campaign management, mobile and social capabilities, analytics insights, and content management.

Avaya Unveils New Customer Experience Management Tools

New solutions provide integrated Web, social media, text, and email customer interaction options.

Oracle Releases RightNow Cloud Service Update

New features are designed to increase community engagement and improve message relevancy with customers and employees.

inContact Releases New Version of Cloud Contact Center Software

The company expands multichannel offering with Universal Queue, new agent interface, true inbound and outbound blending, and an API-driven cloud ecosystem.

Genesys to Acquire Angel

Genesys expands further into the cloud contact center-as-a-service segment with overall annual recurring cloud-based revenue expected to exceed $85 million.

Customers Tie Price to Satisfaction, Why Don't Companies?

Customer experience professionals and customers need to have a voice in pricing decisions, Forrester concludes.

Sage Sells Its ACT! and SalesLogix Lines

The move represents an effort to divest itself of non-core solutions.

A Leadership Shakeup Occurs at Alcatel-Lucent

CEO steps down amid continued poor economic performance.

Oracle Buys Acme Packet

The deal adds session border control technology to Oracle's communications offering to speed the deployment of all-IP networks.

Anthony Lye Joins Marketing Agency LBi

The former Oracle CRM executive will drive growth of the agency's cloud applications, platform, and data.

Case Management Takes a Dynamic Turn

Progressive contact centers can incorporate adaptability, cross-sell and upsell capabilities, social media integration, gamification, and multiple channels.

Financial Services: Brokers Yearn for Better CRM

Few firms use CRM systems to their full effect.

On the Right Track

Survey program from Mindshare resonates with convenience store customers.

NICE Launches Cloud-Based WFO Suite

The cloud-based offering addresses growing market demand and customer need for flexibility

Consumers Are Happier with Contact Centers

Call Center Satisfaction Index finds Web self-service and email dominate the non-phone mix of contact channels, but social media is playing a critical role.

Temkin Group Delivers Customer Experience Excellence Awards

Five organizations earn top honors for customer experience transformation efforts and results.

Brands Continue to Fail Their Customers

New research from Forrester shows customer service hasn't improved all that much in the past year.

It's Not Too Late to Start on Social

DMG report outlines steps companies need to take to address issues on social media.

IVR Fuels Improved Customer Service for Propane Supplier

AmeriGas offers targeted, more efficient solutions with a speech-enabled phone system from Message Technologies Inc.

Sandy Put Service to the Test

Insurers turned to mobile and social technologies to respond to the October superstorm.

Getting Closer to Customers Tops Big Data Agenda

Companies lack the skills to manage the barrage of information.

Building an Impenetrable Cloud

Companies concerned about data security have more hybrid (public and private) cloud computing options.

Customers Should Help Create Major Innovation

A study finds successful firms involved customers in the new product development process.

Angel Releases Cloud CTI Adaptor for Salesforce

The new cloud solution offers a complete view of the customer for a more personalized customer experience.

Satmetrix Launches NP360

The program offers an extensive assessment of companies' individual Net Promoter programs and how they compare to competitors.

Piecing Together Multichannel Support

Cross-channel support starts with connecting the right channels.

Oracle Expands in Social and the Cloud

At OpenWorld and CX Summit, Oracle reveals its latest product strategy.

ServiceTask Helps Business Clean Up

An Atlanta-area cleaning company finds fruitful results with this appointment scheduling app.

FCC Clarifies Opt-Out Procedures for Text Marketing

The commission says companies can send confirmations of opt-out requests.

Lattice Engines Raises $20 Million in Venture Funding

The infusion of cash will help the big data applications provider accelerate growth and expand its product portfolio.

Many Businesses Are Still Unsure About Social's Benefit

An IBM study finds that more than three quarters of business leaders are struggling to incorporate social media into their daily work lives.

SAP Puts CRM in the HANA Cloud

SAP 360 Customer solution leverages in-memory computing, cloud, mobility, and collaboration tools.

Social Adds to CRM's Appeal

Nucleus Research's Value Matrix highlights new functionality and integration capabilities.

Work-at-Home Solution Flies for Alaska Airlines