Articles for Sam Del Rowe
NICE Announces New Version of NICE Satmetrix
The new release aims to improve customer experiences through enhancements designed to deliver real-time, targeted insights.
Exceed.ai Announces New Machine Learning Capabilities
The new capabilities aim to better engage prospects.
Companies Can Learn a Lot from Warby Parker
Research from Forrester suggests that traditional retailers can benefit from adopting aspects of the direct-to-consumer playbook
LogMeIn Launches AI-Powered Bold360 Suite
The new products aim to help companies deliver enhanced and personalized customer experiences throughout the customer life cycle.
Swiftpage Announces Act! 365 Pro
The new product tier provides customer management, sales acceleration, and email marketing capabilities for small businesses.
Salesforce Announces Blockchain Platform
The platform brings blockchain and CRM together with the goal of enabling companies to create blockchain networks, workflows, and apps that deliver new customer experiences.
On the Scene—Smart Customer Service: Companies Can’t Overlook the Human Element
Amid a flurry of technological innovation, people are still the best customer service tools companies have, speakers stressed
Required Reading: Making Sense of Irrational Loyalty
The right response to a crisis can lead to rabid devotion
How to Empower Agents to Become Super Agents
With artificial intelligence handling simple tasks, agents need to develop new skills to meet customer expectations
Vertafore Ensures Great CX with NewVoiceMedia
The insurance software company has raised CSAT scores, reduced hold times, and increased chat interactions
Dialpad Launches Dialpad Sell
The new tool aims to enable sales teams to easily make calls from anywhere and understand the conversations they have in new ways.
Mediafly Announces New User Interface and Customization Tools
The new interface features animations, customizable layouts, and interactive content.
ICMI Contact Center Expo 2019: Emphasizing Employee Engagement
Speakers on day two of the conference assert that transparency and culture are crucial to a strong organization. (Featured on SmartCustomerService.com.)
ICMI Contact Center Expo 2019: Connecting With Customers Is Key
A customer-focused culture also requires collaboration and a special focus on contact center employees, speakers say. (Featured on SmartCustomerService.com.)
Folloze Launches Personalization Engine
The Personalization Engine aims to empower B2B companies to engage customers and prospects in deeper, more meaningful ways.
Swiftpage Launches Act! Growth Suite
The solution is an all-in-one sales and marketing platform for SMBs.
REQUIRED READING: Winning Business by Making The Transparency Sale
Selling transparency is key to topping competitors
The 3 Stages of Personalization
Gartner lays out the keys for personalization to help companies deliver helpful and relevant messages
Social Customer Care Requires Compassion
Companies can't rely solely on canned responses. Some interactions require a human touch
OnPeak Sharpens Its Customer Service Skills
The hotel event booking provider reduced costs with Sharpen Technologies
Freshworks Announces New AI Capabilities
The new tools are able to predict which customers are most likely to close, reformulate common FAQs via chat or voice, and proactively engage with users at risk of churning.
Salesforce.com Announces New Einstein Platform Services
The new Einstein Platform Services include translation and optical character recognition capabilities.
Engagio Announces Sales Activation Tools
The tools aim to empower marketing and sales to collaborate more easily.
Instant Payments May Be a Good Alternative for Disbursements, Study Finds
Zoho Announces New Marketing and Commerce Platforms
The marketing platform enables users to execute campaigns across multiple channels while the commerce platform offers businesses an integrated platform for commerce.
RingCentral Announces Google Dialogflow Integration
The integration aims to help users better manage digital customer interactions. (Featured on SmartCustomerService.com.)
Required Reading: Replace Managing with The Coaching Effect
Managers make sure processes are followed; coaches drive growth
6 Customer Service Pitfalls and How to Avoid Them
Forrester warns against assuming that customer service and customer experience are the same
The CMO’s Role Changes Amid Digital Transformation
A recent report from Forrester lays out three courses of action that CMOs should take to become more involved in the process
Forrester’s Consumer Marketing 2019: Building Dynamic Relationships with Customers
Speakers at the event addressed a range of topics with the potential to impact marketers, with a focus on the direct-to-consumer (DTC) business model.
Adobe Summit 2019: Adobe, Microsoft, and SAP Announce New Details on Open Data Initiative
The three vendors aim to enable AI and machine learning enrichment of data.
Adobe Summit 2019: Adobe Launches Experience Platform, Announces Partnerships with Microsoft and LinkedIn
Also announced at a busy conference were new Adobe Sensei tools, the Adobe Commerce Cloud, new cloud updates, and a partnership with Roku.
Best Interactive Voice Response (IVR): The 2019 CRM Service Leaders Awards
Best Workforce Optimization (WFO): The 2019 CRM Service Leaders Awards
Best Contact Center Analytics: The 2019 CRM Service Leaders Awards
Best Contact Center Outsourcing: The 2019 CRM Service Leaders Awards
RingCentral Dials into the Contact Center: The 2019 CRM Service Rising Stars Awards
Acquisitions and alliances move the collaboration vendor into the call center
SAP Goes All in with Customer Service: The 2019 CRM Service Rising Stars Awards
The CRM provider's service offerings received the lion's share of attention this year
Zappix Relieves Contact Center Stress: The 2019 CRM Service Rising Stars Awards
The vendor's solutions aid utilities with service interruptions and healthcare providers with treatment updates
MoneyGram Gets Lean and Saves Green with NICE inContact: A CRM Service Elite Customer Case Study
The money transfer company now serves its global clientele with greater efficiency
Oracle Updates CX and Marketing Cloud, Unveils Service Logistics Cloud
The vendor's announcements include updates for Oracle CX Cloud and Oracle Marketing Cloud, as well as the introduction of Oracle Service Logistics Cloud and a Slack integration.
Salesforce Announces Einstein for Service and Quip for Service
The new solutions aim to empower agents to focus more on the human aspect of service. (Featured on SmartCustomerService.com)
UserTesting Launches Product Insight
The new application aims to empower product development teams to build better products by incorporating rapid customer feedback into each phase of the development process.
AdRoll Announces Video Ads
The AI-powered video ads leverage machine learning to determine the optimal bid price for each impression as well as analyze user behavior to serve the right ad to the right user at the right price.
8x8 Announces Integration with Google Cloud Contact Center AI
The integration enables 8x8 to deliver a virtual agent that improves the contact center experience for customers and agents alike. (Featured on SmartCustomerService.com.)
Clari Announces Connected Revenue Operations Platform
The new platform aims to drive full funnel accountability across sales, marketing, and customer success.
Users of Ad Blockers Identify Video Ads as Most Frustrating, Study Finds
Enjoy Your Stay Where Great Customer Service Is Non-Negotiable
A Q&A with Horst Schulze, whose ultra-luxury Capella Hotel Group features an intense focus on personalized service, reflecting its founder's career of putting customers at the center of everything
4 Forces Will Affect Marketing in 2019
Gartner identifies the market shifts that will alter marketers' courses this year
ROI, Innovation, and Security Top CMOs’ Concerns
A recent survey sheds light on the challenges that keep marketers up at night
Required Reading: The Keys for Unlocking the Customer Value Chain
To avoid disruption, companies need to understand decoupling
Talkdesk Announces Winter 19 Release
The new release is designed to allow contact centers to provide personalized and contextualized experiences in every conversation, regardless of channel or device. (Featured on SmartCustomerService.com.)
Optimizely Launches Easy Event Tracking
Easy Event Tracking allows businesses to feed third-party data into the Optimizely platform, enabling them to experiment with user journey elements and track their results.
Trustpilot Releases Transparent Flagging Feature
The feature aims to provide customers with greater visibility into how often companies flag reviews, and what happens to them once they've been investigated.
Amobee Announces Nielsen Data Integration
Nielsen's television viewing and online media consumption data will be integrated into Amobee's digital advertising platform.
Optimizely Announces Slack Integration
The integration aims to make experimentation more accessible and collaborative for product and marketing teams.
LiveRamp Announces IdentityLink for Connected TV
The company's identity resolution platform is being extended to connected TV for more targeted advertising.
Aprimo and Episerver Announce Partnership
The alliance brings together Aprimo's DAM and MRM platform with Episerver's Digital Experience Cloud.
8x8 Announces New X Series Capabilities
The enhancements include a beefed-up integration framework, improved speech analytics, and real-time dashboards for contact centers. (Featured on SmartCustomerService.com.)
Freshworks Introduces Proximity Messaging Tools
The suite of new Freshchat features aims to help businesses build better relationships with prospects and customers.
Salesforce.com Announces New Datorama Connectors
The new connectors aim to help marketers better understand campaign performance.
Language I/O Launches Zendesk Integration
The integration enables organizations using Zendesk Support to talk to customers in more than 150 languages. (Featured on SmartCustomerService.com.)
Majority of Subscription Service Users Prefer Email Communications, Study Finds
Salesforce.com Announces Mobile Publisher for Community Cloud
Mobile Publisher allows organizations to transform Lightning Communities into mobile apps.
Adobe Announces New Experience Cloud Capabilities
The new capabilities aim to help retailers improve customer experience management.
InsideView Announces New Analytics Capabilities
The new analytics tools for the company's Apex go-to-market decision engine aim to provide users with visibility into the entire sales funnel.
BookingBug Announces Studio Customer Experience Platform
Designed for enterprise retailers and financial services organizations, the platform aims to provide actionable customer insights and analytics to improve the customer experience.
Companies Fail to Meet Expectations Across Channels
A recent report from the Northridge Group finds that companies are not providing simple, personalized, and effective customer service
Social Media Must Be Proactive
Most social media users expect companies to respond to social media comments, Clutch Research has found
Required Reading: The Ultimate Guide to Becoming The Ultimate Sales Pro
Salespeople can get ahead by thinking ahead
Open Systems Technologies Saves Big with Bullhorn
The staffing firm adopted two Bullhorn solutions to improve its processes
Chat Is the Channel of Choice, For Now
Customers and companies like chat, but that could change as new channels emerge
VanillaSoft Enhances Geographical Information System
Enhancements aim to make sales appointment planning more efficient.
SAP Announces Enterprise Information Management Updates
The updates aim to reduce the complexity of managing data.
Jivox Announces New Omnichannel CX Solutions
The solutions allow brands to deliver consistent, personalized customer experiences across paid and owned digital channels.
Lead Liaison Launches Domo Connector
The connector allows users to bring data collected in Lead Liaison into their Domo account and reporting dashboards.
Majority of Customers Prefer Live Agent Customer Support, Research Finds
Verint Launches New Automated Verification Features
The robotic process automation solution monitors the end-to-end health of contact center systems. (Featured on SmartCustomerService.com.)
Salesforce Announces IoT Insights for Field Service Lightning
The solution aims to provide the data necessary to deliver predictive customer service for Internet of Things (IoT) devices. (Featured on SmartCustomerService.com.)
Directly Announces CX Automation Platform
The platform leverages the knowledge of expert users to help companies provide quick and effective customer service.
The Post-Purchase Experience Is Essential to Retaining Customers
A recent report from BRP lays out eight best practices for retailers to improve the post-purchase experience
Required Reading: Competing on Customer Experience Requires a 'Growth IQ'
Companies still need to put customers first to grow their revenue
Unified Commerce Is Essential to Meeting Customer Expectations
BRP identifies five areas that retailers need to work on to develop a unified experience
Meet Customers with Messaging
Customers are using messaging apps, so companies need to adopt them too
Conversica Launches AI Customer Success Assistant
The assistant automates customer conversations with the goal of improving the customer experience while reducing administrative task load.
Ensuring Employee Expertise Is a Digital Marketing Essential, Report Finds
The report from Digital Marketing Institute asserts that marketing leaders must make sure that their teams are properly skilled in the face of digital change.
LiveChat Launches New Chatbot Capabilities
The new functionality arises from integrating the LiveChat and ChatBot solutions. (Featured on SmartCustomerService.com.)
Vibrant Credit Union Moves to Video Banking with Sharpen
Sharpen's cloud contact center platform enables customers to use video kiosks at Vibrant's branch locations
Janrain Announces Identity Central
The next-generation offering aims to accelerate implementation of customer identity and access management.
Zoho Updates CX Platform with Zia and New Analytics Tool
The latest version of Zoho CRM Plus is powered by the company's Zia virtual assistant as well as a new offering, Zoho Analytics.
LinkedIn Sales Solutions Announces New Sales Navigator Features
The new features include alerts, custom lists, and a ‘reports to' field on the lead page.
Zendesk Launches Sunshine CRM Platform
The platform is built in the public cloud on Amazon Web Services.
Pyze Launches Latest Version of Its Growth Intelligence Platform
The new release features cross-channel user insights, actionable analytics campaigns, and customizable dashboards.
InsideSales Unveils Collective Intelligence Concept at Accelerate NYC
The concept envisions a ‘co-op' of data that allows users to ‘learn from everybody at scale.'
Consumers Believe Customer Experience Has Stagnated, Study Finds
With CallRail, Digible Builds Results for Property Managers
Thanks to the call tracking solution, the digital marketing agency has helped its apartment industry clients cut costs and increase efficiency
Acqueon Announces New Product Suite
The new offerings aim to improve experiences for customers and contact center agents alike. (Featured on SmartCustomerService.com.)
Cloud Contact Centers Are More Than Hype
Experts agree that cloud-based contact centers are now for real, but so are the deployment challenges
Don’t Expect Immediate Results with AI
A recent report from Forrester asserts that the benefits of AI in marketing will take time
Personal Digital Twins Look Like the Answer for Marketers
New technology holds the key for increasing personalization and reducing data risks
Required Reading: Your Guide Along The Journey to Wow
Steps companies can take to achieve a customer experience culture
Sales Hiring Hits a Snag
Ensuring sales force success requires changes in hiring and post-hiring processes
Evergage Announces Decisions and Data Science Workbench
The machine learning-powered offerings will enable companies to enhance and better analyze their personalization efforts.
Genesys Introduces Automated Forecasting and Scheduling
The new offering is an AI-powered forecasting and scheduling service for workforce management.
CallMiner Introduces Eureka Alert
The real-time speech analytics module aims to drive specific outcomes during a call or alert management to issues. (Featured on SmartCustomerService.com.)
Oracle Announces a New Secure Cloud at OpenWorld 2018
Oracle laid out its next-generation cloud, protected by barriers and bots, and announced three new offerings.
Vast Majority of Consumers Prefer Live Service Agents, Study Finds
Cloverpop Launches Decision Management Solution
The solution comprises a system of record, analytics capabilities, and AI.
Autopilot Launches Annotate and Collaborate Marketing Tool
The new feature is designed to help marketers collaborate on customer journeys in real time.
Totango Announces General Availability and New Features for Spark, Its Customer Success Platform
The platform, as well as a new partnership with SAP, aims to make enterprise clients more customer-centric.
Vonage Announces Next-Generation Messaging Solution
The solution is comprised of two new APIs.
Adobe Announces Experience Cloud and Magento Commerce Cloud Integration
The announcement comes on the heels of the company's acquisition of Magento Commerce earlier this year.
Report Highlights “Expectation vs. Reality” Gaps in Marketing
Reltio Announces Support for Salesforce Customer 360 and the Open Data Initiative
Reltio aims to enhance Customer 360 as well as Adobe, Microsoft, and SAP's initiative by continuously unifying and organizing data while making it universally accessible.
Arm Treasure Data Announces Audience Suite
The new application suite for marketers complements the vendor's Big Data profile set.
Buyer Enablement Is the Key to B2B Sales
Much of the sales process happens before sales reps get involved
An Empowered Workforce Needs a Culture of Engagement
Employee engagement, employee experience, and employee enablement have to come together
Required Reading: Companies Can Innovate and Cut Costs with Costovation
R&D doesn't have to suffer just because money's tight
Customer Service Considers a Wage Increase
Agent attrition is still a major concern for contact center operators, but pay is just one issue
ICS+ Streamlines Its Business with Salesforce.com
The automated systems provider has broken down silos thanks to its Salesforce suite
Salesforce.com Introduces Customer 360 at Dreamforce 2018
The new offering will unify customer data across Salesforce apps, and the company announced a partnership with Apple.
Insightly Releases Advanced Customization Capabilities
Insightly users can now tailor their CRM applications to meet the specific needs of their businesses and industries.
InsideView Announces Contact Cleansing and Email Validation Features
The new features are part of the company's InsideView Refresh CRM data cleansing solution.
Salesforce.com Launches New Low-Code Lightning Tools
The tools aim to empower users of all skill levels to take part in the app development process.
Optimizely Launches Adaptive Audiences
Using machine learning, the new capability aims to help brands provide personalized experiences for their customers at scale.
Repetitive Tickets Are Prevalent in Customer Service, Survey Finds
Openprise Announces Microsoft Dynamics 365 Integration
The Openprise Data Orchestration Platform can help Microsoft Dynamics users with cleaning data and scoring leads.
HubSpot Launches HubSpot Video
The result of an alliance with Vidyard, HubSpot Video is a fully integrated video solution for marketing, sales, and customer service.
Aviso Announces New AI Solutions
The solutions aim to help organizations improve win rates and close more deals.
Intercom Launches Video Bots
They combine the humanity of video with the automation of bots.
Alteryx Announces a New Version of Its Analytics Platform
The latest version delivers a number of new capabilities, chief among them the expansion of the Visualytics feature.
Dharmesh Shah—The Tech Guy at the Center of it All: The CRM Influential Leader Awards
Shah and his team have been busy on the integration front
LinkedIn Connects with Marketing and Sales: The CRM Rising Stars Awards 2018
Taking steps to engage with its 500 million business professionals
Mindmatrix Brings Critical Add-Ons Into Focus: The CRM Rising Stars Awards 2018
Enhancing its sales and channel enablement platform
Urban Airship Spends Time on Its Mobile Wallet: The CRM Rising Stars Awards 2018
The vendor enables personalized mobile wallets, with personalized notifications
The Best CRM for Small Business: The CRM Market Leader Awards 2018
The Best Marketing Automation Software and Solutions: The CRM Market Leader Awards 2018
The Best Business Intelligence Software and Solutions: The CRM Market Leader Awards 2018
The Best CRM Consultancies: The CRM Market Leader Awards 2018
Rack Room’s Customer Engagement Takes Great Strides with Salesforce.com: A CRM Elite Customer Awards Case Study
The shoe retailer steps away from one-size-fits-all marketing
Required Reading: Understanding How Customers Buy…& Why They Don’t
In a world of nearly infinite choices, companies need to shift their focus from how they sell to how customers buy
Mobile Ad Spending to Continue Gains
Video will be a major factor in mobile ad spending growth, Forrester Research finds
Adobe Announces New Campaign Features
The new features including a drag-and-drop email message designer, dynamic reporting capabilities, multilingual push messages, and improved deliverability of contextual emails.
Skuid Announces New Platform Enhancements
The set of enhancements, called Spark, makes no-code cloud application development easier and more secure.
Report Identifies Shopper-First Mandates for Retailers
TeamSupport Adds IBM Watson Sentiment Analysis to Its Customer Distress Index
The addition aims to help support teams uncover sentiment data to better understand their customer relationships.
LinkedIn Sales Solutions Launches Deals
The new feature aims to give reps and managers a better way to understand and manage sales pipeline data.
Engagio Announces ABM Smart Tools
The suite of account-based marketing features enables marketers to increase engagement and improve target account health across multiple account funnels.
Intercom Introduces Custom Bots
The new chatbot technology brings together messengers, apps, and bots with the aim of accelerating sales.
HubSpot Launches Conversations
The new collaborative tool aims to help businesses build better one-to-one relationships.
Zaius Releases Segment Builder 2.0
The new tool enables marketers to build and deliver personalized campaigns across channels.
Partner Sellers Are Underserved in Terms of Resources, Study Finds
MapAnything Launches Distance Matrix API
It calculates the shortest path and true travel time for a combination of locations and destinations.
LiveRamp and Adobe Announce Addressable TV Integration
The integration enables marketers to match up first-party customer data with subscriber lists
Zoho Launches Backstage and Zoho One Updates
The new event management tool covers all stages of an event, while the updates include Zia for Zoho One and a beefed-up search feature.
LinkedIn Redesigns Campaign Manager’s Reporting Experience
The update aims to make it easier for marketers to manage their campaigns.
Zendesk and Ada Announce Chatbot Integration
By bridging the gap between AI and human agents, the integration aims to improve the customer service experience for customers and agents alike. (Featured on SmartCustomerService.com.)
SendGrid Introduces Dynamic Content for Email Templates
The new templates enable users to design and deliver personalized, one-to-one transactional email messages.
ProsperWorks Rebrands as Copper, Announces Google Integration
The rebranded company announces an integration with Google Cloud Platform Data Studio and its participation in Google's SaaS Sales Alignment program.
Pegasystems Launches Pega Digital Experience API
The Pega Digital Experience API aims to enable organizations to deliver superior digital experiences on any web or mobile channel
Study Finds Increasing Interest in the Gig Economy Among Customer Service Agents
DigitalGenius Introduces Conversational Process Automation
The new functionality enables complete resolution of customer support cases. (Featured on SmartCustomerService.com.)
Sonobi and LiveRamp Announce Partnership
The partnership enables LiveRamp IdentityLink customers to build media packages using people-based audiences across Sonobi JetStream.
PipelineDeals Introduces Microsoft Excel Add-in
PipelineDeals' CRM for SMBs includes a Microsoft Excel integration.
Video Calling Has Great Potential for Customer Service, Study Suggests
A new report highlights trends in video calling in customer communications.
Clari and Marketo Announce Partnership
The alliance aims to unite sales and marketing departments.
Liferay Revamps Its Digital Experience Platform and Announces Two New Offerings
The platform's latest version personalizes customer experiences, while Liferay Commerce and Analytics Cloud streamlines B2B purchasing and helps users understand customer activity.
B2B Marketers Still Uncertain About AI, Study Suggests
Silicon Labs Gets More Nimble with Adobe Experience Manager
Flexibility and increased customer insight are among the benefits
Gig Economy Has Contact Center Potential
Customer communities can be a fruitful source of freelance customer service workers
Required Reading: How to Master Sales Enablement
In a world of informed buyers, sales enablement can help organizations set themselves apart
Worldwide Customer Service Takes Cultural Sensitivity
Maintaining a high standard of customer service across geographic boundaries is a tall order. Here's what companies need to know
Push Notification Click Rates Increasing on iOS, Decreasing on Android, Study Finds
Evergage Launches SmartSurveys
The voice-of-the-customer survey tool enables companies to target their questions and use responses to improve experiences in real time.
SessionM Announces Unified Salesforce Integration
The integration with three different Salesforce cloud components is available via Salesforce AppExchange.
TeamSupport Launches IBM Watson-Powered Sentiment Analysis
The technology aims to provide TeamSupport users with deeper insights into how their customers feel about their experiences. (Featured on SmartCustomerService.com.)
Forrester CXNYC 2018, Day Two: Great CX Is an Art and Science
When it comes to customer experience, data science and creativity both have critical roles to play.
Forrester CXNYC 2018: Customer Experience Must Go Beyond Strategy
Your CX efforts need to permeate all areas of the company.
Hortonworks Updates Its Data Platform and Expands Partnerships
The latest version of Hortonworks Data Platform enables organizations to derive value from their data more quickly, reliably, and securely.
Online Video, AR, and VR Technologies Bring Opportunities and Challenges for Marketers
Brainshark Launches Team Dashboards
The visual displays enable sales managers to track the preparedness and progress of their teams.
LinkedIn Launches Carousel Ads for Sponsored Content
The new tool aims to provide B2B companies with a compelling way to tell their brand stories and engage with their target audiences.
SAP Launches C/4HANA
The new suite of CRM solutions aims to help businesses serve and retain customers.
Pegasystems Announces Pega Infinity
The new digital transformation software suite encompasses all Pega solutions.
How to Get Lasting Benefits from Temporary Employees
As temp workers become permanent fixtures in contact centers, how you treat them matters
Despite Technological Advancements, Live Agents Are More Crucial Than Ever
Technologies such as IVR are able to address straightforward questions, leaving the complex ones for agents to handle
Encouraging Companies to Do Good (and Make Money Too)
Customers increasingly expect companies to be good citizens
Helpshift Makes an Impression for Chatbooks
Chatbooks, which transforms digital pictures into physical photo books, transformed its customer service with Helpshift
Social Media Is a Key E-Commerce Channel, Study Finds
Voximplant Releases Integration with Google's Dialogflow
The new connector aims to seamlessly integrate Voximplant's telephony platform directly into Dialogflow.
Poor Customer Service Costs Companies $75 Billion Per Year, Study Finds
Majority of Online Shoppers Are Multitasking, Study Finds
LinkedIn Announces New Sales Navigator Capabilities
The new features include redesigned lead and mobile account pages.
Five9 Launches Spring Release 2018
Enhancements in Five9's Spring 2018 release include new uses of artificial intelligence for routing and workflows. (Featured on SmartCustomerService.com.)
Infusionsoft Launches an Updated Platform for SMBs
The new version aims to provide a more intuitive experience for small-business users.
Urban Airship Now Supports Google Pay Tickets
The combination of Google Pay's ticket feature and the Urban Airship platform aims to deliver simplified yet engaging ticketing and boarding pass experiences.
Intouch Insight Launches LiaCX
The cloud-based CX management software aims to help businesses with multiple locations make the most of their customer experience programs.
Genesys CX18: Introducing AI-Powered Predictive Routing
The company unveiled an intelligent routing engine and a CX strategy that combines AI with the human touch. (Featured on SmartCustomerService.com.)
Required Reading: Businesses Should Ask Would You Do That to Your Mother?
Company leaders need to focus on what it takes to make Mom proud, and do likewise.
ON THE SCENE: At Adobe Summit 2018, Adobe Urges Companies to Enter the Experience Business
At its annual user conference, Adobe urged attendees to make experience their business
IoT Technology Has Huge CX Potential
Companies can use IoT data to improve product and service delivery
'This Chat, Email, Text, or Social Media Post May Be Recorded for Training Purposes'
Customers are using more channels than ever to resolve customer service issues. Companies need to harness information across all of these interactions
Rack Room Shoes Steps Up Its Customer Engagement with Salesforce.com
Thanks to the Marketing Cloud, the shoe retailer sees its email and text campaigns hit their stride
DataFox Launches Inbound IQ
The solution aims to bridge the gap between leads and accounts.
Sprinklr Announces Intuition
The set of artificial intelligence capabilities aims to help companies better manage their digital interactions.
Intercom Launches Business Messenger
The messaging platform is designed to go well beyond chat capabilities.
Bpm’online Updates Its Platform to Speed Digital Transformation
Version 7.12 includes more than 200 enhancements and features.
FICO Delivers Artificial Intelligence in the Cloud
FICO introduces its next-generation Decision Optimization and Enhanced Decision Management Platform.
SAP Completes Acquisition of Callidus Software
With its acquisition of Callidus , SAP aims to put the finishing touches on its intelligent customer experience suite.
Datanyze Launches Account Intelligence Dashboard
Dashboard allows sales professionals to track significant events across a curated list of targeted accounts.
Best Interactive Voice Response (IVR) Systems: The 2018 CRM Service Leaders
Best Workforce Optimization Software: The 2018 CRM Service Leaders
Best Contact Center/Call Center Analytics: The 2018 CRM Service Leaders
Best Call Center/Contact Center Outsourcing Companies: The 2018 CRM Service Leaders
The 2018 CRM Service Rising Stars: CallDesk
CallDesk takes virtual agents farther
The 2018 CRM Service Rising Stars: noHold
noHold simplifies launching chatbots for businesses
The 2018 CRM Service Rising Stars: UJET
UJET speeds customers through channels
The 2018 CRM Service Elite Customers: Vega
Vega takes its cause to social media
In Customer Service, Being Nice Only Goes So Far
Problem solving, rather than relational work, yields higher customer satisfaction.
Customers Come with Baggage
Pre-interaction factors significantly affect customers' perceptions of service interactions
Adobe Summit 2018: Envisioning Tomorrow’s Technology
The intersection of artificial intelligence, augmented reality, and virtual reality will shape the future, speakers say.
Adobe Summit 2018: Companies Should Make Experience Their Business
At its digital marketing conference, Adobe unveiled innovations across its offerings aimed at helping clients achieve that goal.
Required Reading: The Geek, Nerd, Suit Approach to Customer-Centricity
Achieving customer-centricity requires a partnership between IT, analysts, and business strategists.
Salesforce.com Launches Essentials for SMBs
Essentials brings Sales Cloud and Service Cloud capabilities to small businesses.
Adobe Introduces Advertising Cloud Search Tool
The new functionality brings Adobe Sensei's AI and machine learning to search advertising.
Salesforce.com Introduces Conversational Queries
Conversational Queries leverage Einstein Analytics to enable users to ask questions of their data.
Salesforce.com Releases Sales Cloud Einstein Updates
The company is bringing together Sales Cloud Einstein, Salesforce Inbox, and Sales Analytics.
Hyper Relevance: Personalization’s Next Stage
Companies need to seek much greater relevance with customers, Accenture asserts
Marketing Budget Growth Stalls
After three years of increases, marketing leaders are now under pressure to show results
Retailers Must Become More Customer-Centric
Boston Retail Partners challenges companies to meet the expectations of the omnichannel world
Required Reading: Get to Aha! About Your Company’s Identity
Knowing who you are as a company is the foundation of success
Disappearing Content Is Marketing Magic
Platforms like Instagram Stories and Snapchat allow marketers to reach new audiences
With Sprout Social’s Bambu, West Monroe Watches Web Traffic Grow
Using the Bambu platform, the business and technology consultancy turned to its employees to increase website traffic via social media
Zoho Introduces Zia Voice
The conversational AI for sales teams can use speech and chat to give sales intelligence to reps.
Genesys Announces Altocloud Acquisition
With the acquisition, Genesys aims to bolster its AI and machine learning capabilities. (Featured on SmartCustomerService.com.)
DialogTech Launches Conversation Insights Pro
Conversation Insights Pro is an artificial intelligence-powered call scoring solution for marketing and sales.
Zaius Announces Zendesk Integration
The integration makes customer support data available to marketers, with the goal of attaining a more complete view of customers.
Nimble Launches Mobile CRM 3.0
Mobile CRM 3.0 is the latest version of Nimble's mobile contact relationship and pipeline manager.
Adobe Announces New Experience Manager Tools
The capabilities use AI and machine learning to better enable companies to reach consumers across channels and devices.
LinkedIn Announces New Features and Updates for Sales Navigator
The updates aim to make salespeople more efficient.
Intercom Launches Two-Way Slack Integration
Now Intercom users can respond to, qualify, and close on sales conversations from within Slack.
Spanning Enhances Salesforce Data Protection Solution
New Spanning Backup for Salesforce simplifies data and metadata restoration of Salesforce documents.
Infor Launches Networked Order Management
The new solution aims to help companies enhance their omnichannel customer experiences.
Kitewheel Partners with Zeta Global
The alliance brings Kitewheel's orchestration capabilities to the ZetaHub marketing platform.
Zoho Launches an Updated Zoho Sites and Two New Products, PageSense and Flow
All three are part of the company's Zoho One suite of applications.
Amdocs Releases the DigitalONE Platform
The cloud-native digital enablement platform aims to help its customers accelerate their journey to becoming digital service providers.
Panasonic Teams Up with CyTrack to Release a Contact Center Suite
Together, the companies will provide a new offering, Cytrack Customer Experience Solutions.
NGDATA Releases Enhancements to the Lily Platform
The customer data platform's new Group DNA and OneAnalytics will help companies deliver more relevant customer experiences.
Adobe Releases Retail Innovations for the Experience Cloud
The new capabilities use machine learning and AI to drive personalization.
Salesforce.com Announces New Retail Tools
The new features aim to empower retailers to deliver more connected and personalized shopping experiences.
Brainshark Announces Enhancements to Its Coaching Platform
The enhancements aim to provide a more intuitive user experience as well as give managers and peers more flexibility in delivering feedback and assessments.
Sprinklr Announces New Advertising Cloud Solutions
The new solutions aim to solve brands' biggest social advertising challenges.
Tapping Into Social's Sphere of Influence
Digital influencers are the new stars of the internet, and the endurance of social media suggests they'll continue to be valuable. Here's what marketers need to know.
Businesses Need to Know GDPR
Companies worldwide—and marketers in particular—need to prepare for the regulation, which takes full effect in May.
Campus Protein Supplements Its Marketing with Nosto
The vitamin vendor builds customer trust using retail personalization technology
Verint Acquires Next IT
The acquisition includes all of the outstanding equity interests in Next IT and its affiliate, Next IT Innovation Labs.
RedPoint Global Announces an Expanded Partnership with Acxiom
Under the expansion, RedPoint users get access to a continuous flow of third-party audience enhancement data via Acxiom's AbiliTec solution.
PossibleNOW and Scribe Software Announce Partnership
The union is designed to enable customers to accelerate preference-data and application integration ahead of the EU's GDPR.
Lead Liaison Launches Sales Enablement Tools
The new features will work in tandem with its marketing automation solutions.
RedPoint Global Releases RedPoint Data Management 8.0
The new tool aims to help organizations harness massive amounts of data from a wide range of customer touch points to create a unified customer profile.
Pegasystems Announces Pega Deployment Manager
The new tool is designed to help companies jump-start their DevOps initiatives.
Vidyard Launches Platform Updates
The new tools are designed to help marketers attract, engage, and convert more leads with online video content.
Emotion and Management Are Key to CX Success
Companies need to deliver emotionally positive experiences and use CX management
RPA Has Its Upsides
Robotic process automation has been found to increase operational efficiency and reduce costs
Making It Personal for Every Customer
While personalization for a small group of customers is simple, achieving personalization at scale requires a combination of strategy and technology
Uberflip Makes Revinate’s Marketing Content More Hospitable
The provider of hotel operations, marketing, and revenue software turned to Uberflip to improve engagement with its premium content
Gilbane Conference 2017: Marketers Must Compete on Customer Experience
Speakers discussed the importance of using data and artificial intelligence to create exceptional customer experiences.
Gilbane Conference 2017: Using New Technologies to Connect with Customers
The Internet of Things, artificial emotional intelligence, and adaptive content will all lead to a new kind of conversation with consumers, speakers say.
Fuel Cycle Announces Panels
The new integrated research sampling capability aims to make it easier to acquire market intelligence.
ZoomInfo Announces Salesforce Suite
The data-as-a-service solution looks to enable marketing and sales professionals to reach prospects more easily and efficiently.
Dreamforce 2017: Technology Is Revolutionizing Marketing
Experts emphasize that advanced technology is a tool for getting closer to the customer.
Dreamforce 2017: Intelligence Is the Fourth Industrial Revolution
Salesforce.com unveiled new services for its Customer Success Platform and a new strategic partnership with Google.
Campaign Monitor Announces One-to-One Email Marketing Solution
The solution aims to enable marketers to deliver personalized email experiences.
Seeing the Realities of Augmented Reality
The technology is fast approaching, but marketers need to get up to speed before diving in
Sales Success Needs More of a CRM Focus
Salespeople frequently miss targets, which could require a CRM reset
B2B Trails B2C in E-Commerce Effectiveness
B2B companies need to evolve their go-to-market strategies by adopting proven B2C principles
Predator Nutrition Bulks Up Its Loyalty Program with Zinrelo
The sports nutrition retailer leverages Zinrelo's "360-degree" approach to customer interaction
Openprise Announces New GDPR Compliance Features
The latest version of the company's Data Orchestration Platform features new capabilities for GDPR compliance.
Salesforce.com Announces a New AppExchange
The new AppExchange aims to make it easier for customers to discover the right solutions by echoing the consumer buying experience.
Teradata Announces a New Analytics Platform
With the platform, users can employ their preferred analytics tools and engines across data sources at scale.
Adobe Announces the Next Generation of Creative Cloud
The company announced three new applications, a cloud-based photography service, and a range of updates for a number of its flagship applications, as well as new integration features linking Creative Cloud and Marketing Cloud.
SAP, with IBM, Announces Enhanced Hybris Commerce for Telecom and Media Companies
SAP Hybris Commerce, the ‘teleco and media accelerator,' aims to help telecommunications and media companies deliver better customer experiences.
DMA’s &Then 2017: Marketing Requires Data, Creativity, and Vision
Opportunities presented by emerging technologies like augmented reality and self-driving cars were hot topics on day two of the conference.
DMA’s &Then 2017: Today’s Marketing Landscape Poses Big Challenges, and Even Bigger Opportunities
The ever expanding role of data and technology has made the marketer's job bigger, more challenging, and potentially more rewarding.
Actifio Announces Sky Platform 8.0
The latest version of the company's Sky Platform is a cloud-centric solution that aims to accelerate digital transformation initiatives.
Chute and Hootsuite Announce Partnership
The alliance enables joint customers to access and share content gathered through Chute within Hootsuite.
Blockchain Technology Fosters Its Own Concerns
The financial transaction security technology leaves many companies worried
Companies Need a Presence on Channels They Don’t Own
Consumers begin in non-company-owned channels and end up in company-owned ones to resolve service issues
Companies Are Content with Content Marketing
Revenue growth is being driven by efforts to engage with increasingly hard-to-reach audiences
Digital Transformation Needs to Happen Now
The clock is ticking for companies that have been unwilling to embrace change
Vega’s Instagram Efforts Bear Fruit with Conversocial
The provider of plant-based food products turned to Conversocial for help engaging customers on the social media channel
SugarCon 2017: Act-On Software Announces Act-On for Sugar bundle
Meanwhile, partners and guests at the conference emphasized how analytics can show a smarter way forward—whether you're engaging customers or building a baseball team.
SugarCon 2017: Sugar Doubles Down on the ‘R’ in CRM
The company heralds a new focus on relationships with two product lines, and releases updates and new products.
Intercom Announces New Features for Its Live Chat for Sales Solution
The new features aim to help businesses develop a single view of the customer and deliver a single experience for the end user.
App Annie Announces Android Metrics for China
Along with the company's iOS metrics for China, the new metrics aim to deliver a comprehensive view of China's mobile app economy.
Act-On Software Announces Engagement Insights
The new reporting tool aims to simplify data exportability and report sharing.
TouchCR Announces Customized Data Services
Distinct marketing data services are now available in customizable packages.
LinkedIn Marketing Solutions Announces Audience Network
The native advertising network enables marketers to expand their reach.
Adobe Announces New Capabilities for Advertising Cloud and Marketing Cloud
The new capabilities focus on digital audio advertising and email marketing.
ZingBox Announces Collaboration with VMware
The alliance aims to bring enhanced security to enterprise IoT implementations.
Augmented Reality Is Piquing the Interest of Marketers
Adoption is still low, however, and further penetration will likely rely on mobile devices
Spotify Links Musical Tastes to Marketing
Through its Understanding People Through Music initiative, Spotify wants to help marketers reach consumers based on what they stream
The 2017 CRM Market Influential Leaders: Farid Dordar, Founder and CEO, PerfectMind
From fighter to CRM frontman
The 2017 CRM Market Influential Leaders: Ryan Holmes, Founder and CEO, Hootsuite
Making social media marketable
The 2017 CRM Market Rising Stars: Engagio
Selling account-based everything
The 2017 CRM Market Rising Stars: TapInfluence
Identifying social media mavens
The 2017 CRM Market Rising Stars: Vidyard
Taking video marketing viral
Best Small-Business CRM Software Suite: The 2017 CRM Market Leaders
Our picks for the best CRM software suites for small businesses with comparisons and descriptions of each offering.
Best Marketing Automation Software: The 2017 CRM Market Leaders
Our picks for the best marketing automation software. The CRM Market Awards honor the best offerings in marketing technology.
Best Business Intelligence and Analytics Software: The 2017 CRM Market Leaders
Our picks for the top business intelligence and analytics software. The CRM Market Awards analyze the top offerings from the leading companies.
The 2017 CRM Market Elite Customers: Investopedia
The financial website selected Sailthru to remodel its email newsletter program
IBM Announces Spectrum Protect Plus
The data protection solution is designed for virtual machine administrators.
NICE Announces Its Compliance Center
The solution aims to reduce the risk of regulatory breaches.
Nimble Launches Smart Contacts Add-In for Microsoft Edge
The add-in brings Nimble's social business insights capabilities to the browser.
Salesforce.com Expands Design Capabilities for Community Cloud
The expanded features aim to simplify the process of building branded digital destinations.
LinkedIn Expands Its Marketing Partner Program
The company enlisted 19 new partners in three new specialization categories.
Vungle Announces SDK for Fire Tablets
Vungle's software development kit for Amazon's Fire tablets will be available in September.
Salesforce.com Announces New Lightning Features
The new tools aim to provide users with better ways to interact with customers.
Customer Preferences Drive B2B E-Commerce Growth
B2B e-commerce will reach $1.2 trillion by 2021; companies need to become more digitally savvy to remain competitive
The Rise of Mobile Wallets —and What Marketers Need to Know
Rapid growth in mobile payments offers a real opportunity for businesses, and marketers in particular, to transform their customer relationships
NetApp Loses Nothing in Translation with SDL
The global storage and data management provider used SDL to deliver content in 16 languages simultaneously
LinkedIn Marketing Solutions Announces Website Demographics
The solution aims to help marketers discover the professional traits of their website visitors.
Aptos Announces TXT Retail Acquisition
Together, the two companies aim to empower retailers to be more competitive via omnichannel transformation and a focus on building customer loyalty.
Cloud-based Como Launches Como Sense Express
The solution is an entry-level version of the company's Como Sense customer engagement and loyalty platform.
SurveyMonkey Announces People Powered Data Platform
The platform aims to enable businesses to transform voices and opinions into actionable data.
Salesforce Announces Einstein AI and Analytics for Field Service Lightning
The offering aims to empower the mobile workforce with new intelligence and insights.
Wellspring Acquires Covalent Data
The provider of technology transfer solutions adds intelligent search tools to its portfolio.
PowerObjects Releases PowerChat for Microsoft Dynamics 365
The latest Microsoft Dynamics 365 add-on from PowerObjects allows users to interact with website visitors from within the Microsoft environment.
A Common Sense–Based Approach to Account-Based Marketing
ABM is often misunderstood, so marketers need to develop a clear definition of the practice before deciding whether it's right for them
Consumers Unsubscribe for Many Reasons
Companies can address these issues with a customer-first approach across all channels
It’s the End of the Ad as We Know It
Organizations should shift spending from ad interruptions to branded relationships
The 5 Ways Mobile Will Impact Retail
Mobile technologies will take employees out of back rooms and put them on the floor
Investopedia Takes a New Marketing Tack with Sailthru
The financial website selected Sailthru to remodel its email newsletter program
You Don't Need a CRM Re-Launches as NoCRM.io
The latest incarnation of the solution focuses on lead management and looks to simplify the way SMBs manage the sales process.
CrowdTwist Launches Loyalty and Engagement Application through the Oracle Cloud Marketplace
The application aims to assist marketers in managing loyalty programs and capturing customer profile data.
Brainshark Announces Integration with Microsoft Dynamics 365
The integration provides sales teams with access to Brainshark resources directly from within the Microsoft system.
Gravy Analytics Announces Adsquare Partnership
The partnership brings Gravy Audiences to adsquare's Audience Management Platform.
IBM and Hortonworks Announce an Expanded Partnership
The two companies will focus on delivering data science and machine learning capabilities to more developers across the Apache Hadoop ecosystem.
SDL Adds Neural Machine Translation to Its Enterprise Translation Server
The technology aims to speed up the process of customizing communications for international customers and prospects.
Alteryx Announces the Connect Platform and Yhat Acquisition
The Connect platform focuses on data discovery and collaboration, while the Yhat acquisition aims to bolster the company's analytics offerings.
Anexinet Launches Mobile Customer Self-Service Development Platform
The platform aims to empower organizations to become more customer-centric via mobile apps designed to enhance customers' experiences.
Salesforce Announces Sales Cloud PRM App
The app aims to accelerate and simplify channel sales.
Improving the Marketer-Agency Model
Companies are just as much to blame for bad marketing relationships
ON THE SCENE—CRM Evolution: Relationships Are Just as Important as Intelligence
While AI has its advantages, it can't display empathy, which is why businesses need to build relationships
A Marketer’s Guide to The Internet of Things
To remain competitive, marketers need to prepare now to capitalize on IoT technology
Avidia Bank Cashes In on the Cardless Trend Using Hootsuite
The social platform helps harness influencers to spread the word on the bank's mobile app
Wiredrive Accelerates Customer Success with Totango
The media sharing and collaboration firm has built stronger bonds with its customers
Infosys Launches Boundaryless Data Lake Solution
The solution, which runs on Amazon Web Services, looks to help enterprises derive insights from large amounts of data. Plus, Infosys releases AI platform Nia.
Brightcove Launches Enterprise Video Initiative
Enterprise Video Initiative extends Brightcove's cloud video platform to support internal video initiatives.
NGDATA to Acquire Eccella
The acquisition will enhance support for NGDATA customers and expand the company's global presence.
Brainshark and Seismic Announce Partnership
The new solution aims to empower salespeople by providing them with a single source for their training, coaching, and collateral needs.
Oracle Launches API Platform Cloud Service
The new service expands the integration offerings of Oracle Cloud Platform.
Vonage Announces Connectivity to Microsoft Workflow Automation Suite
The company releases a connector to Microsoft's suite of workflow automation tools that makes it easier to add text messaging and text-to-speech capabilities.
AdRoll Announces AdRoll Pro for Agencies
The solution aims to help marketing agencies drive results for their clients while reducing friction for their teams.
Aurea Acquires Jive
Aurea has acquired social community software provider Jive for $462 million.
Making the Most of Marketing Money
How to develop a successful CRM strategy while simultaneously enabling connections between consumers.A Q&A with Brian Border, vice president of CRM at Shutterfly
Advertising Returns to Local TV
Spending on TV advertising is expected to soar, despite the trend to cut the cord
Vodafone Sharpens Supply Chain Management with Celonis
Thanks to the vendor's Big Data process mining analytics, the telecom giant's business operations get more transparent, and leaner
CRM Evolution, Day 2: Defining Customer Engagement, and How to Refine It
Like any relationship, it requires a lot of work.
CRM Evolution Day 1: Personalization Requires Technology and the Human Element
'Customers want to be loyal to you…but we don't necessarily roll out the red carpet and make it easy for them to remain loyal to us,' says an expert on brand advocacy.
Swiftpage Celebrates 30 Years of Act!
Launched 30 years ago, the Act! solution continues to evolve with the ever-changing landscape of the CRM industry.
Mirabel Technologies Launches Marketing Manager
The platform aims to address the challenges of prospecting, visitor identification, and data appending.
Kyvos Insights Now Supports Google Cloud
Users can now use Kyvos' solution to analyze data in the Google Cloud environment.
Upland Software Launches LeadLander Update
The latest version of the platform aims to improve website lead conversions and overall user experience.
SAS Launches Machine Learning Platform SAS Viya
At SAS Global Forum 2017, the company unveils new products and hosts a talk from an Orlando Magic executive.
SAS Global Forum 2017, Day 1: New Releases Make Data and Analytics More Accessible
Data Step Debugger, SAS Graphics Accelerator, and Edge to Enterprise Analytics make analytics accessible to all skill levels.
BrandMaker Launches Customer Engagement Cloud
The solution aims to transform marketers' communications with prospects through personalized content.
Genesys Adds PureCloud Customer Experience Solutions
The trio of solutions composes an expanded customer experience platform.
To Grow Revenue, Increase CX Scores
Study finds a distinct link between CX Index scores and revenue potential
Digital Marketing Investment Shifts Focus
Digital marketing will approach $120 billion by 2021, but marketers are shifting strategies to adjust to a post-digital world
Mobile Payment Technologies Set to Increase
Reports from Juniper and Forrester indicate that use of mobile payment solutions will increase for both businesses and consumers
The 2017 CRM Service Leaders: Web Support
The 2017 CRM Service Leaders: Enterprise Feedback Management
The 2017 CRM Service Leaders: Contact Center Outsourcing
The 2017 CRM Service Rising Stars: Jive Talking—and Listening
The social communications platform provider brings creativity to collaboration
The 2017 CRM Service Rising Stars: Verint Makes Strong Moves Across Channels and into the Cloud
The vendor's acquisition strategy takes it in completely new directions
The 2017 CRM Service Elite Customer Companies: OwnerListens
Avaya-owned Zang's text messaging platform helps keep OwnerListens in the conversation
Adobe Summit 2017, Day 2: 'We Are the Experience Ambassadors'
Businesses must pay attention to the role of emotion and expectations in customer experience, speakers say.
Adobe Summit 2017: Introducing Experience Cloud
The vendor announced the launch of a set of cloud services for creating exceptional customer experiences, as conference speakers stressed the importance of crafting them.
Oracle NetSuite Global Business Unit Announces New Partners
Diverse group of four organizations join the NetSuite Solution Provider Program.
Unisys Launches Machine Learning–as–a–Service
The solution uses machine learning to power predictive and prescriptive analytics.
Flyr Launches a Video Creation Platform
The AI-powered platform enables users to quickly create and share video content.
Gartner Data and Analytics Summit 2017, Day 3: The Future of Analytics
'What data do we need?' and 'Who does the analysis?' are among the questions that help unlock where analytics is going.
Gartner Data and Analytics Summit 2017, Day 2: The Evolution of Analytics
Analytics is shifting from being 'in the business' to being 'the business' itself, embedded into operational processes and platforms and including predictive and prescriptive tools.
Gartner Data and Analytics Summit 2017, Day 1: The IoT Is Coming
Business strategy is depending on an expanded vision of data and analytics, especially with the Internet of Things looming.
Oracle and Pluralsight Announce Partnership
The collaboration aims to provide developers with a range of cloud learning and enablement resources.
SAP Announces a Rebranded Cloud Platform
The company hopes to address customers' critical business needs with a variety of new capabilities.
Leveraging the Three Stages of Analytics
Analysis of consumer information has become a complex, multistage process. Businesses need to understand each stage—and how they work together—to be competitive
Roots Branches Out with Hootsuite
The company taps Hootsuite for all its social media management, and its holiday 2016 campaign was a hit on Instagram
Enterprises Increasingly Adopt IoT Elements
Organizations are set to increase IoT spending to optimize operations, but the technology isn't without risks
Consumers Open to Robo-Advisory Services
Financial services customers see benefits in using computer-generated services
Wearables to Shift from Wrist- to Body-Worn Devices
Once that happens, enterprise applications of the technology will soar
Brainshark and Highspot Release Sales Enablement Software
The integrated sales enablement solution aims to make sales reps more effective with their conversations.
IBM Storage Solutions Team Up with Hortonworks Data Platform
The collaboration aims to enable IBM clients to use existing and future investments in IBM storage to deploy Hadoop-based Big Data applications.
Oracle Launches Data Integrator Cloud
The service aims to simplify and accelerate data integration.
InMoment Announces Explore
The analytics solution enables companies to derive real-time insights from existing customer data.
Salesforce Closes Its Acquisition of Sequence
The design strategy vendor counts Apple, Best Buy, and Chipotle among its clients.
Salesforce Announces Super Bowl Tracking Tool
The Big Game Social Tracker will monitor social media activity before, during, and after the Super Bowl this weekend.
Businesses Do Better with Customer-First Marketing
Customer satisfaction is 269 percent higher when marketing puts consumer needs first
SMBs Embrace Social Media Marketing, Study Finds
Social media is the top marketing channel used by small and midsize businesses, and it's only growing, according to BIA/Kelsey
Gold Eagle Revs Up Social Media Marketing with SML
The car cleaner company gets a big boost in brand awareness with a word-of-mouth campaign
Marketing Needs a Story to Tell
Brand storytelling has become an essential element of company success
LiveIntent and LiveRamp Announce Partnership
Together, the two companies aim to provide organizations with competitive people-based marketing capabilities.
Datalog.ai Launches MyPolly, an AI Platform for Continuous Conversation
The technology enables dynamic interactions with virtual assistants
Aprimo Announces Platform Updates
The enhancements aim to accelerate marketing campaigns and increase ROI
SteelHouse Releases Free Viewability
The new capability aims to provide advertisers with improved visibility into ad performance.
Tipalti Announces Integration with LinkTrust
The combined solution brings together Tipalti's automated global partner payment features and LinkTrust's real-time advertisement tracking capabilities.
Teradata Announces Teradata Database on Microsoft Azure
The combined solution pairs Teradata's warehousing and analytics with Azure's deployment ability.
CenturyLink Acquires SEAL Consulting
The acquisition builds upon CenturyLink's partnership with SAP.
Remark Media Announces a Collaboration with Tencent
The two companies will work together on a precision marketing solution.
How to Succeed at Mobile Marketing
Marketers need to meet consumers on the platforms they're already using and connect the dots between them
iflix Produces Boffo Brand Awareness with RadiumOne
Although competing in a crowded market, the streaming and video services provider was able to significantly increase its subscriber base
Consumers Prefer Personalization; Businesses Can’t Deliver
Personalized product offerings and services translate to higher sales, but companies are still in the early stages, according to Accenture
Local Ad Revenue Is Expected to Increase
BIA/Kelsey predicts growth, especially for online and digital advertising revenue
Yellowfin Announces Web-Based Application Connectors
Yellowfin Connectors enable users to view and share third-party data and analytics directly through the platform.
OneSpot Announces OneSpot Insights
The content marketing analytics and intelligence tool aims to help digital content teams determine how their branded content is being consumed.
Instant Technologies Announces Instant Chime 2.5
The updated solution offers a virtual agent platform aimed at improving enterprise integration and customer engagement.
Criteo Launches Kinetic Design
The ad building technology aims to deliver visually striking, on-brand real-time ads that are contextualized for each customer.
Gilbane Conference 2016, Day Two: Forging a Human Connection
Personalization and video marketing can help create valuable relationships with customers.
Indoor Location Technologies Create CRM Opportunities for Retailers
Analytics are needed to make the data generated useful, ABI Research suggests
JustFab Fashions More Personal Marketing with Sailthru
The digital retailer created more targeted email and web campaigns using the customer retention solution
New Uses for Marketing Automation
The already effective technology will become even more valuable in the future
Gilbane Conference 2016, Day One: Delivering a Comprehensive CX
Getting the right content to customers and building a narrative around your brand are paramount to success in the digital marketplace, speakers say.
Attentive Launches an AI Information Assistant
The solution, which is compatible with Salesforce, Hubspot, and Slack, can provide up-to-date information on lead investments and competitor launches.
Oracle Acquires Dyn
With the acquisition, Oracle aims to extend the capabilities of its cloud computing platform.
Lattice Engines Launches a Predictive Application on the Oracle Cloud Marketplace
The solution assists marketers with executing personalized campaigns aimed at their highest-value targets.
SOCi Announces Instagram Integration
The social media marketer, which allows businesses to manage their social media pages on a single platform, adds Instagram to the mix.
SAP Announces Updates for HANA and its Apple Partnership
The new capabilities accelerate workflows in the cloud and introduce mobile device functionality.
Vungle Releases Dynamic Templates
The solution provides advertisers and publishers with a variety of unique, and adaptable, ad templates.
Native Ads: Balance Brand Promotion with Compelling Content
With the right execution, native advertising can be an effective component of any marketing strategy
PuzzleSocial Pieces Together Winning Engagement with Tapjoy
Its crossword app sees a rise in revenue and retention using the monetization platform
Google Cracks Down on Intrusive Ads
Pop-up ads will drop companies in Google search listings
Advocate Marketing Has Four Personality Types
Knowing where customers fall can improve contacts with them and their followers
SAP Announces S/4HANA Enhancements
The new release focuses on supply chain improvements.
Oracle Updates Its Marketing Cloud with Data Management Features
The new features are designed to help marketers segment audiences based on device, channel, and media environment.
Collibra Announces Updated, 'Consumerized' Data Governance
Collibra 5.0 includes a data catalog and a number of new usability features.
DMA's &Then 2016: Day 2 Focuses on Ethics and Relationship Building
The organization unveiled new standards for data usage, and former NBA star Kobe Bryant closed out the conference with a talk on teamwork.
DMA's &Then 2016: Data's Ever-Growing Role
The conference focused on the changing definition of data—and the various new ways it's being generated, collected, and used.
LiveRamp Launches IdentityLink
The solution aims to power 'people-based marketing' by unifying cross-channel data.
Deloitte Digital Announces CloudMix Enhancements
The updates include expanded integrations with Salesforce Service Cloud and NetSuite
NGDATA Acquires Personalized Video Platform Rednun
The company's customer experience solution will now be bolstered by real-time video content.
Marketo Releases Account-Based Marketing Tools
The suite of new features are designed to help marketers deliver personalized messages across channels.
Ad Blocking War Heats Up
Education, not technology, could be the key to letting ads get through
Insights-Driven Businesses Succeed in the Digital Age
Companies that capitalize on data will see the biggest revenue boosts
Opternative Sees a Brighter Future for Its Customers with Desk.com
The digital eye-care provider decreases response times, builds efficiency, and strengthens customer service
The Rise of the Sharing Economy
Although the term itself might be vague, the fundamental principles of the disruptive business model are here to stay
Salesfusion Updates Its Account-Based Marketing Solution
The enhancements can make the targeting process simpler—and show you which accounts to target.
Microsoft Announces a Partnership with Adobe, and New Offerings
The alliance aims to help companies deliver personalized experiences to customers, while the new releases promote AI and collaboration.
SAP Announces Hanalyzer and HANA Updates
The company released the latest version of its project management tool Hanalyzer, as well as SAP HANA express edition, a streamlined version of its platform.
Salesforce.com Announces Artificial Intelligence Tools
Salesforce Einstein brings AI capabilities to every Salesforce Cloud.
LinkedIn Launches CRM Partner Program
The new initiative enables Sales Navigator to integrate with leading CRM systems.
SteelHouse Releases Creative Suite for Digital Ads
The solution, which features a creative library and an ad builder, integrates with Getty Images and YouTube.
Infer Launches Analytics Package for Microsoft Power BI
The new solution identifies untapped revenue opportunities in the sales pipeline.
Email Marketing Best Practices
It's a fast-paced, mobile-first world, and marketers need to deliver something of value to customers and prospects
Lenovo Attracts More Video Watchers—and Learns More About Them—with Vidyard
A new marketing solution helps the technology maker track video performance
Artificial Intelligence Gains Interest in E-Commerce
Pinterest and eBay have invested in AI to improve shopping experiences
Content Marketing Must Adapt to Be Relevant
Users want tools that are more versatile and support more platforms and file formats
Genesys Acquires Interactive Intelligence
The transaction aims to bolster Genesys's customer experience offerings and global market presence. (Featured on SmartCustomerService.com.)
Actifio Announces OnVault Data Retention
The data virtualization company looks to make data graveyards useful with its data retention solution.
Teradata Announces Aster Analytics Updates
The company introduces new deployment options for Hadoop and Amazon Web Services.
AppNexus Releases Marketplace Transparency Tools
The new features aim to assist publishers and advertisers in identifying and remedying problems with their deals and real-time bidding strategies.
ClearSlide Announces Updated Outlook Solution
Support for Outlook 2016 and new template options that are easier to find and use round out the updated sales and marketing platform.
Salesforce.com Announces Salesforce Inbox Calendar
The solution is an intelligent calendar designed specifically for salespeople.
Socedo Announces Marketo Integration
The solution can help users identify and engage sales-ready leads based on social media activity in their Marketo databases.
Swirl Launches on Oracle's Marketing AppCloud
The Mobile Presence Management and Marketing Platform can use in-store shopper behavioral data to deliver personalized digital content to customers.
MaritzCX Launches ActionCX
ActionCX from MaritzCX turns customer feedback into insights that can drive company-wide change.
Vizury Enhances Mobile Marketing and Commerce with Personalized Messaging [Video Interview]
One of Vizury's key capabilities is the use of personal marketing messages, which the company uses to help marketers ensure that their products are purchased rather than abandoned.
Magento Acquires RJMetrics
The new solution—Magento Analytics—looks to provide users with actionable data and insights.
Localytics Announces Integration with Google's DoubleClick
The integration provides Localytics customers with insight into the behaviors of users acquired from DoubleClick campaigns.
Salesforce.com Launches Shield for Financial Services Cloud
The solution aims to assist financial services providers in complying with industry regulations.
Make Time for Just-in-Time Marketing
Companies that invest in JITM see 25 percent higher revenue growth
More Marketers Must Move to Mobile Technologies
Companies need to add mobile messaging to their marketing mix
The 2016 CRM Market Leaders: Small-Business CRM Suite
The 2016 CRM Market Leaders: Marketing Solutions
The 2016 CRM Market Leaders: Business Intelligence
The 2016 CRM Market Rising Stars: NGDATA Optimizes Customers' Experiences with Timely, Relevant Offers
The 2016 CRM Market Rising Stars: Vibes Integrates Mobile Messaging and Mobile Wallet into Marketing Campaigns
The 2016 CRM Market Influential Leaders: Evan Spiegel, Cofounder and CEO, Snapchat
The 2016 CRM Market Elite Customers: Dormify
The e-commerce home furnisher increases email revenue with the help of marketing automation provider Dotmailer
Mozenda Adds Support for Microsoft Azure
Mozenda users can now add the web as a direct-input data source.
Wiredrive Integrates with Adobe Creative Cloud
The new integrations—with Premiere Pro, After Effects, Photoshop, and Illustrator—aim to streamline workflows for marketing and promotional campaigns.
Sitecore and Microsoft Announce Expanded Partnership
The extended alliance will see enhancements to Sitecore's offerings for Microsoft Azure.
Digital Natives Versus Digital Migrators: Does It Matter Where You Start?
Although digital-born companies and traditional retailers are facing different challenges, both must deliver on their brand promise and offer personalized experiences to succeed in today's environment. Part of a special Retail Report
Pantheon Is on a Retargeting Roll with AdRoll
The Web site management platform lowers retargeting costs and increases click-through rates
Unisys Releases New ClearPath Forward ePortal
The solution's new version aims to improve organizations' IT infrastructure.
IBM Announces Completed Acquisition of EZSource
The two vendors aim to accelerate companies' adoption of hybrid cloud solutions.
Salesforce.com Releases Pardot Engagement Studio
The platform aims to be a command center for B2B marketing teams.
SAP Announces Cloud Identity Access Governance
The new service looks to assist organizations in identity management and compliance processes.
Localytics Launches Uninstall Tracking
The new feature aims to help businesses re-engage with users who have uninstalled their apps.
Microsoft Announces LinkedIn Acquisition
The software giant looks to incorporate LinkedIn's capabilities into a number of its products, including Office and Dynamics CRM.
Workfront Releases a Mobile Marketing App
The app aims to help marketers manage their projects and teams while on the go.
The Media Trust Launches SMART Suite
The solution aims to provide publishers with greater control over their ads.
Localytics Announces Its New Geofencing Platform, Places
The solution aims to bridge the digital and physical worlds with location data analysis and real-time push notifications.
Pointific Gets a Bigger Revenue Slice with Cake
The digital ad agency can track its performance in real time with Accelerize's ROI measuring tool
The Four Stages of Mobile Marketing Maturity
Marketers must craft their campaigns based on their organization's level of sophistication
Beyond the Three V's of Big Data
There are as many as five V's, but one trumps all of them
CRM Evolution 2016: Great Digital Experiences Can Require a Culture Change
Companies that resist digital transformation may need their mind-set disrupted.
CRM Evolution 2016: Marketers Stress Getting Personal with Customers
In connecting with customers, companies should reach out on a human level: telling stories, creating personas, and building loyalty and trust.
SuiteWorld 2016: NetSuite Launches SuiteBilling
The new cloud-based order and billing solution headlines a day of product announcements, including updates to OneWorld and Intelligent Order Management.
SAP Announces SAP XM Online Media Network
The new platform seeks to build a direct connection between advertisers and publishers.
Marketo Summit 2016: Marketo Releases Platform Upgrade for 'Tomorrow's Marketer'
Project Orion aims to give companies the tools for interacting with customers at every step of their journey.
gen-E Launches OpsCenter InfiniView
The solution aims to improve business performance by contextualizing large volumes of data.
PFL Launches Tactile Marketing Automation on Salesforce AppExchange
The new solution's features aim to optimize the use of direct mail.
InviteManager Provides One-Stop Shop for Customer Entertainment
The solution aims to handle all aspects of event management.
How to Succeed in Real-Time Marketing
Connecting with customers at critical moments in the buying process is becoming the new imperative
Ritani Crafts Finer Customer Service with NewVoiceMedia
The luxury jewelry maker's new solution helps the contact center double as a ‘sales center'
IBM Announces New Flash Storage Solutions
The new offerings aim to assist users in managing and deriving value from Big Data.
Jabil and Microsoft Collaborate on Predictive Analytics Solution
The solution, which relies on Microsoft Azure Machine Learning, aims to predict potential failures in the manufacturing process.
SAS Global Forum 2016: The Internet of Things Takes Center Stage
As speakers addressed the rise of the Internet of Things, SAS introduced Analytics for IoT, Customer Intelligence 360, and the Viya architecture.
7 Launches Customer Acquisition Cloud
The solution is the result of 7's acquiring Campanja and EngageClick.
Apttus Announces New Solutions at its Accelerate 2016 Conference
The company prominently featured the Apttus Intelligent Cloud and Apttus E-Commerce solution.
Vonage Brings gUnify Connector to the Oracle Cloud Marketplace
The gUnify Connector aims to give cloud-dependent companies streamlined client management.
SAP Data Maintenance and SAP Hybris Commerce Offer New Integration
The two solutions join up to assist online marketers with a host of pricing and real-time features.
SADA Systems' SalesAtlas Aims to Lift Customer Engagement
The all-in-one solution provides engagement management tools from a single dashboard.
Act-On Software Helps Truity Credit Union Connect with Customers
Thanks to the marketing automation platform, a small bank hones sharper email campaigns
Advocate Marketing Has Big Benefits
But first businesses need to better manage customer feedback
Mobile Marketing Is Essential for Brand Differentiation
Companies need to make their marketing immersive for the most impact
New Marketing Automation Hits the Mark
Mobile and social media offerings enable organizations to have more targeted interactions
Looker Joins Forces with IBM Cloud Data Services
The partnership aims to address customers' data analysis needs more quickly.
DataMentors Announces New Marketing Cloud
The solution looks to build a single customer view utilizing data from multiple channels.
Adobe Summit, Day 2: Data Isn't Everything
Creativity and innovation are also crucial, a point made by presenter (and movie star) George Clooney.
Adobe Summit, Day 1: Don't Just Sell Products—Create Experiences
Finding ways to connect directly with customers is paramount.
Qognify Launches VisionHub Video Management System
The solution aims to provide extensive video surveillance and security management capabilities to organizations with high security needs.
Gartner Business Intelligence and Analytics Summit, Day 2: Creativity Is Key
Speakers and sessions focused on approaching data and analytics in nontraditional ways.
Gartner Business Intelligence and Analytics Summit, Day 1: Data Analysis Must Drive Business Decisions
The Internet of Things will mean more data, and more need for analytic tools.
NGDATA Teams Up with Predictive Analytics Specialist Zementis
The CX management provider's new partnership aims to improve organizations' real-time predictive analytics strategies.
PGi Announces iMeet Updates
The latest version of the collaboration solution includes improvements to the iMeet desktop application.
NetSuite Acquires IQity's Cloud Business Solution
The acquisition yields a joint cloud software system that enables management of multiple business operations.
EnterpriseDB Partners with Google Cloud Platform
The new collaboration aims to provide users of Google Cloud Launcher with improved database management capabilities.
InMoment Announces Full Integration of Its Voice of Customer Solution
The solution enables customers to recount their experiences with brands in their own words.
GMC Software and SundaySky Team Up on Personalized Video Solution
The new partnership provides businesses with an easy-to-use means of delivering video communications to consumers.
The 2016 CRM Service Leaders: Web Support
The 2016 CRM Service Leaders: Enterprise Feedback Management
The 2016 CRM Service Rising Stars: Support.com Revolutionizes Customer Support in the Digital Age
The 2016 CRM Service Rising Stars: Zendesk Builds Closer Relationships Between Businesses and Customers
The 2016 CRM Service Elite: Michigan Veterans Affairs Agency
Salesforce Service Cloud lets Michigan's VA agency give veterans a much-needed boost
The 2016 CRM Service Elite: Rx Outreach
With VoltDelta, Rx Outreach rolls out improved voice self-service and scheduled campaigns to better connect with customers
Return Policies Affect Consumer Behavior
Longer return windows make returns less likely
Print Is Still Important in a Multichannel World
Print catalogs are growing as an effective marketing tool
Flowroute Announces Software Development Kit
The kit helps developers incorporate calling and messaging integration into their apps and services.
Brainshark Launches Sales Coaching Solution
Brainshark for Coaching aims to help sales managers mentor their reps.
Speech Analytics Vendor Voci Partners with Phone Service Provider Vaspian
The partnership aims to deliver speech analysis speech-to-text solutions to small and medium-size businesses.
iConect Integrates its eDiscovery Platform With Microsoft Office 365
Users of the company's Xera system can now search their entire document collections within Office 365.
Fraud Hits Digital Advertising Hard
Invalid traffic, content sharing, and malware cost the digital ad industry $8.2 billion per year
Consumer Narcissism Is on the Rise
A university study urges businesses to invest in greater customization to meet the trend
Paychex Heightens Client Response and Retention with MaritzCX
The payroll services provider uses the platform's survey, feedback, and data-mining tools to help keep customers happy—and make new ones
ALL IN ALL IS ALL WE ARE: Gen X Experiences Middle Age
Squeezed between the Boomers and the Millennials, Gen Xers face the dual responsibilities of caring for aging parents and their own children.
IBM Announces Improvements to Its Connections Solution
The new features seek to improve collaboration and the mobile experience.
IBM Cloud to Redesign Shop Direct's Financial Services Platform
The agreement is part of a long-term innovation partnership between the two companies.
CloudEngage Introduces ActionPop Promotions
The solution aims to increase Web and mobile conversion rates in the retail and automotive industries.
CenturyLink and SAP Announce Partnership
The agreement brings CenturyLink's services to the SAP HANA Enterprise Cloud.
RetailNext Announces New Features and Partnerships
The company has expanded its analytics platform and introduced new third-party applications.
InMoment Teams Up with RapidMiner
The new partnership brings RapidMiner's predictive analytics capabilities to InMoment's Voice of the Customer solution.
NICE Acquires Nexidia
The union between the two companies seeks to provide a superior analytics solution.
Vuzix and APX Labs Collaborate on Smart Glasses Upgrade
Vuzix M100 wearables come equipped with APX Labs' Skylight software, which will also be compatible with the forthcoming M300 model.
NICE Engage Platform Integrates with Microsoft's Skype for Business
The solution brings real-time customer information and 100 percent call recording to Microsoft's communications system.
With Bad Customer Service, Inactivity Costs
Employee silence about colleagues' mistakes hurts the bottom line
Retail Predictions for 2016
Mobile will continue to dominate, but businesses need to be aware of the platform's risks.
Rave Mobile Safety’s Smart911 Improves Emergency Response
The service allows users to provide emergency responders with important information to reduce response time. (Featured on SmartCustomerService.com.)
Microsoft Acquires Big Data Solution Provider Metanautix
The new partnership seeks to improve how businesses handle data from various sources.
True Influence Launches Data-as-a-Service Platform InsightBASE
The new platform aims to improve B2B marketing performance by providing insight into online behavior.
GI Insight Study Finds Omnichannel Approaches Are Falling Short
Research indicates that though consumers use multiple channels in their shopping journeys, companies are not successfully implementing omnichannel marketing strategies.
Telecom Solution Vendor Flowroute Partners with SmartNode Maker Patton
The new partnership brings Flowroute's innovative communications solutions to Patton's router and controller products, helping businesses marshal telecom resources to improve the user experience.
NetSuite Announces New Tools for OneWorld
The new features aim to improve businesses' management and experience abroad.
PipelineDeals Introduces Connect Integration for Email
The new interface allows users to access PipelineDeals sales and account management platform directly from their inboxes.
Microsoft Announces New Communication, Customer Intelligence, and App Development Solutions
The new features seek to provide a more collaborative business environment and improve performance—particularly when it comes to mobile.
CareerBuilder Survey Sees Increase in Employees Shopping Online at Work
More employees are using mobile devices to work in a little office holiday shopping—and on social channels especially they're a "captive audience."
Online Shopping to Increase Over Thanksgiving Weekend, Deloitte Says
Black Friday will see a rise in cyber-shopping as the retailer advisory firm predicts more money spent—and more of it online—this year.
InMoment Partners with VoxPopme for Video Voice of the Customer
The integration adds video as a voice of the customer feedback medium.
Salesforce.com’s Pardot Marketing Automation Platform Integrates with Gmail
Sales reps can gain access to client and prospect information as well as lead scores and grades within the popular email platform.