CRM Featured Articles

Contentful Announces Agile E-Commerce Solution

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

Nielsen Launches Podcast Listener Buying Power Service

Nielsens's new service provides podcasters and advertisers with insights matching podcast listeners by genre with their buying habits.

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 SmartCustomerService.com.)

At Fast Food and Full-Service Restaurants, Customer Satisfaction Remains Stable

Despite the many changes currently influencing the foodservice industry, the overall customer satisfaction score inched down only slightly, to 78.9, dropping by less than 1 percent. (Featured on SmartCustomerService.com.)

News Highlights From CCW 2019

The top 10 news announcements that were made this week at Customer Contact Week in Las Vegas. (Featured on SmartCustomerService.com.)

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 SmartCustomerService.com.)

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 SmartCustomerService.com.)

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.

Agility, Speed Essential for Contact Center, Genesys Xperience Speakers Stress

Speakers on Day 2 of Genesys' user conference tout the benefits of cloud contact center deployments.

Exceed.ai Announces New Machine Learning Capabilities

The new capabilities aim to better engage prospects.

Genesys Doubles Down on AI at Its Xperience Conference

Conference speakers identify artificial intelligence and related technologies as the key to handling the explosion of contact center communications.

Salesforce to Acquire Tableau in $15.7 Billion Deal

Salesforce is acquiring data analytics platform provider Tableau to help clients accelerate their digital transformations.

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.

CRM Evolution Video: Can We Trust AI to Detect Customer Emotion?

Studio Overmorgen author Jarno Duursma discusses issues with AI for accurately and responsibly interpreting emotion in customer interactions in this clip from his opening keynote at CRM evolution 2019.

CRM Evolution Video: The 5 Digital Transformation Building Blocks

ISM President Barton Goldenberg plots out an effective digital transformation roadmap with 5 key building blocks to drive CX excellence in this clip from his keynote at CRM evolution 2019.

CRM Evolution Video: How AI Is Becoming More Human

Studio Overmorgen author Jarno Duursma discusses the humanization of AI and its impact on customer interactions in this clip from his opening keynote at CRM evolution 2019.