Shift How You Think About Emotion and Journeys

Customer journeys need to include the baseline, the curve, and the punch, Forrester analyst suggests.

Forrester Identifies Five Factors to Supercharge CX Enablement 

Companies need to foster employee creativity and collaboration to improve customer experience delivery, Forrester asserts in a new report.

Customer Service Leaders to Spend on Digital in 2021

Digital channels and capabilities are the top customer service spending priorities for 2021, Gartner finds.

Contact Center Software Market to Reach $72.04 Billion by 2027

Allied Market Research foresees an 18.9 percent compound annual growth rate for contact center software for the next seven years.

TV Ads Fail for B2B, Research Finds

Three-quarters of B2B TV ads generate no growth or emotional response, The B2B Institute found.

Chat Drives Higher Revenue, Better Retention, Aberdeen Finds

Aberdeen Research found that chat commerce delivers 75 percent improvement in annual revenue growth and a 48 percent bump in customer retention.

As Online Shopping Increases, Demand for Fast, Effortless Service Intensifies

Northridge Group finds consumers work too hard to get issues resolved.

Super Bowl Ads See Pandemic Shift

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

8x8 Launches Winter 2021 Release

8x8's Winter 2021 Release delivers customer engagement and cloud communications enhancements across its integrated platforms. (Featured on SmartCustomerService.com.)

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

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

Majority of SMBs Do Email Marketing Without CRM, Research Finds

Without software to automate marketing tasks, many small businesses are at a disadvantage, Visual Objects concludes in a new report.

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

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

Salesforce Introduces Loyalty Management

Salesforce's new Loyalty Management product gives companies a 360-degree view of every member to manage their loyalty programs.

The Top 10 CRM Stories of 2020

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

Confirmit to Merge with FocusVision

Combining Confirmit and FocusVision will accelerate growth and innovation in customer insights. (Featured on SmartCustomerService.com.)

Hootsuite Acquires Sparkcentral

Sparkcentral brings advanced customer care conversations to the Hootsuite platform.

COVID Has Spawned Strong Growth in Influencer Marketing, Reports Find

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

CRM Vendors Work on COVID-19 Vaccine Distribution

Salesforce's Work.com platform is being used by Gavi to manage data related to distributing the COVID-19 vaccines around the world.

Zendesk Adds Support Within Video Games

Zendesk's partnership with Unity enables integrated customer support within today's most popular games.

Lob Launches Confidence Score for Direct Mail Deliverability

Lob Confidence Score helps companies reduce the volume of undeliverable mail.