CRM Featured Articles

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

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

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

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

Adobe to Acquire Magento Commerce

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

Zendesk Debuts Omnichannel Customer Experience Suite

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

Small Biz Buzz: Alexa (and Her Cohorts) Will Change Your Business

The revolution is coming, and SMBs must get ready.

LinkedIn Announces New Sales Navigator Capabilities

The new features include redesigned lead and mobile account pages.

Customer Experience: Customer Success Takes Engagement to the Next Level

When customers buy your product or service, the relationship is only beginning.

Infusionsoft Launches an Updated Platform for SMBs

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

Five9 Launches Spring Release 2018

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

Customer Support Agents Are Hindered By Technology, Research Shows

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

Pitney Bowes Launches EngageOne Converse

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

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.

Facebook’s New Messenger Feature Helps Brands Build Better Service Chatbots

Facebook has announced some key updates to Messenger, which it has increasingly positioned as a tool for companies to connect with consumers, primarily for customer service. (Featured on SmartCustomerService.com.)

Genesys CX18: ‘AI Is Changing Everything We Do’

On day two of the conference, speakers outlined the company's product releases for the year and discussed how messaging platforms can facilitate communication between companies and customers. (Featured on SmartCustomerService.com.)

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.)

Marketo Acquires Bizable

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

DataFox Launches Inbound IQ

The solution aims to bridge the gap between leads and accounts.

Customer Satisfaction with Airlines and Internet Travel Services Drops

Airlines have seen their customer satisfaction drop by 2.7 percent year over year to a score of 73 on a scale of 0 to 100, according to the American Customer Satisfaction Index (ACSI) 2018 Travel Report. (Featured on SmartCustomerService.com.)

Sprinklr Announces Intuition

The set of artificial intelligence capabilities aims to help companies better manage their digital interactions.