Biographical Information

Sam Del Rowe

contributing writer

Sam Del Rowe is a contributing writer based in the New York area. He can be reached at

Articles for Sam Del Rowe

For Better Customer Service, Look into the Future

Companies can anticipate and address needs in advance with the right data, technology, and personnel

The Best CRM for Small Businesses: The 2019 CRM Market Leader Awards

The Best Marketing Automation Software and Solutions: The 2019 CRM Market Leader Awards

The Best Business Intelligence Software and Solutions: The 2019 CRM Market Leader Awards

The Best CRM Consultancies: The 2019 CRM Market Leader Awards

6sense Carves Out a Niche in ABM: The 2019 CRM Rising Star Awards

Continuing to define the account-based marketing space

LiveRamp Adds Links to the Identity Chain: The 2019 CRM Rising Star Awards

Extending its platform to connected TV, B2B, and beyond

Marchex Rolls into the Sales Parade: The 2019 CRM Rising Star Awards

The analytics provider makes a foray into sales Introduces New Salesforce Essentials Features

The new features are designed to enable small businesses to communicate with customers in their preferred channels. (Featured on

TextUs Announces TextUs Next

The new solution aims to connect businesses and customers in real time via conversational text messaging. Introduces New Partner Relationship Management Features

The new features aim to drive growth through stronger partner relationships.

Methinks Announces DIY App

The app allows businesses to engage face-to-face with customers and prospects in just a few clicks.

The Top Customer Service Trends: Building Better Service Beyond Voice

Artificial intelligence is making it possible to personalize customer care

Deloitte Identifies Best Practices for Connecting with Customers

Emotional connections are the key to brand loyalty, research finds

Required Reading: Ensuring Success Is in Your Sphere

It's in the quality, not the quantity, of your contacts

MaritzCX Energizes Reliant’s Customer Experience

The company has experienced success by adopting a customer-centric DNA

Contentful Announces Agile E-Commerce Solution

The solution aims to help retailers manage content across multiple channels more effectively.

Talla Introduces Training Dashboard

Training Dashboard compiles and annotates data from customer and agent interactions with the goal of advancing the intelligence of Talla's customer support system. (Featured on

Talkdesk Announces Talkdesk Boost

The new offering eases the transition to the cloud by augmenting existing on-premise systems with intelligent, cloud-based contact center applications. (Featured on

Retail Companies Leading Customer Journey Management Adoption, Study Finds

Ada Launches Ada Glass

The new feature provides seamless customer handoffs from Ada's chatbot to live chat platform partners including Zendesk, Salesforce, and Nuance. (Featured on

Nimble Targets Team Management with Version 5.0

Nimble 5.0 includes a host of enhancements designed to bolster team relationship management across the organization.

Salesforce Announces Customer Data Platform

Part of Salesforce's Customer 360 solution, the customer data platform aims to further unify customer engagement at scale.

NICE Announces New Version of NICE Satmetrix

The new release aims to improve customer experiences through enhancements designed to deliver real-time, targeted insights. 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.

How to Empower Agents to Become Super Agents

With artificial intelligence handling simple tasks, agents need to develop new skills to meet customer expectations

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

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

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

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

OnPeak Sharpens Its Customer Service Skills

The hotel event booking provider reduced costs with Sharpen Technologies

Social Customer Care Requires Compassion

Companies can't rely solely on canned responses. Some interactions require a human touch

The 3 Stages of Personalization

Gartner lays out the keys for personalization to help companies deliver helpful and relevant messages

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. 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

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

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

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

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

Freshworks Introduces Proximity Messaging Tools

The suite of new Freshchat features aims to help businesses build better relationships with prospects and customers. 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

Majority of Subscription Service Users Prefer Email Communications, Study Finds 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

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

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

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

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

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

The automated systems provider has broken down silos thanks to its Salesforce suite 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. 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 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

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

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

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

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

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

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. 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. Introduces Conversational Queries

Conversational Queries leverage Einstein Analytics to enable users to ask questions of their data. 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

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. 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 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. 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.

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

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

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. 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. 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

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.

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

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

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

Marketing Needs a Story to Tell

Brand storytelling has become an essential element of company success

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

LiveIntent and LiveRamp Announce Partnership

Together, the two companies aim to provide organizations with competitive people-based marketing capabilities. 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

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

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

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

New Uses for Marketing Automation

The already effective technology will become even more valuable in the future

JustFab Fashions More Personal Marketing with Sailthru

The digital retailer created more targeted email and web campaigns using the customer retention solution

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

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

PuzzleSocial Pieces Together Winning Engagement with Tapjoy

Its crossword app sees a rise in revenue and retention using the monetization platform

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

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

Opternative Sees a Brighter Future for Its Customers with

The digital eye-care provider decreases response times, builds efficiency, and strengthens customer service

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. 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

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

Lenovo Attracts More Video Watchers—and Learns More About Them—with Vidyard

A new marketing solution helps the technology maker track video performance

Genesys Acquires Interactive Intelligence

The transaction aims to bolster Genesys's customer experience offerings and global market presence. (Featured on

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. 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. 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. 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.

Beyond the Three V's of Big Data

There are as many as five V's, but one trumps all of them

The Four Stages of Mobile Marketing Maturity

Marketers must craft their campaigns based on their organization's level of sophistication

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

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.

[24]7 Launches Customer Acquisition Cloud

The solution is the result of [24]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.

New Marketing Automation Hits the Mark

Mobile and social media offerings enable organizations to have more targeted interactions

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

Act-On Software Helps Truity Credit Union Connect with Customers

Thanks to the marketing automation platform, a small bank hones sharper email campaigns

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.

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

The 2016 CRM Service Leaders: Web Support

The 2016 CRM Service Leaders: Enterprise Feedback Management

The 2016 CRM Service Rising Stars: 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

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.

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.

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

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

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.’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.