Winterberry Expects Advertising and Marketing Spend to Top $500 Billion in 2023
25 Jan 2023
Despite the economic downturn, companies are projected to increase spending on advertising, particularly on digital channels.
AI-Based Personalization Market to See 20.45 Percent CAGR
20 Jan 2023
Technavio is projecting the worldwide market for artificial intelligence-based personalization technologies to grow by $2.5 billion through 2027.
CX Outsourcing Sees Huge Increases, Everest Group Finds
11 Jan 2023
Everest Group says growth in customer experience management outsourcing will continue as companies seek to maximize customer retention in face of recessionary climate. (Featured on SmartCustomerService.com.)
Gartner: Customer Data and Analytics Top Customer Service Priorities in 2023
09 Jan 2023
Customer data is great, but it needs to be actionable to affect change, Gartner analysts recommend.
Gartner Outlines Top 5 Trends for Marketers in 2023
14 Dec 2022
Gartner's predicts that artificial intelligence, social toxicity, and data privacy will forge the future of marketing.
Customer Success Operations Manager Won Big on Jeopardy!
08 Dec 2022
Cris Pannullo racked up nearly $750,000 on TV trivia game show
Bret Taylor to Step Down as Salesforce Co-CEO
30 Nov 2022
Salesforce co-CEO and vice chairman Bret Taylor is stepping down to pursue entrepreneurial opportunities.
Frontier Airlines Eliminates Its Call Center
30 Nov 2022
The low-cost airline is cutting its contact center to cut costs, a move that many see as short-sighted while others see as inevitable. (Featured on SmartCustomerService.com.)
Wanna Be a Marketer? Move to Delaware
17 Nov 2022
Rank Tracker found that the Diamond State has the most marketing jobs per 100,000 residents.
Customer Satisfaction Remains Weak, ACSI Finds
11 Nov 2022
Customer satisfaction and spending see very slight upticks, but companies need to do a lot to keep it going, according to the American Consumer Satisfaction Index. (Featured on SmartCustomerService.com.)
Retail Customer Experiences Underwent a Reimagining, Frost & Sullivan Finds
27 Oct 2022
Retail customer experience is coming out of the pandemic with greater opportunities brought on by digital transformation and artificial intelligence, the analyst firm concludes.
Salesforce Launches Contact Center
26 Oct 2022
Salesforce Contact Center blends automation, intelligence, and real-time data. (Featured on SmartCustomedrService.com.)
CX Trending Down; KM and Other Technologies Can Help, eGain Solve Speakers Contend
12 Oct 2022
The current contact center agent crisis can be solved with the right technology and customer focus, eGain's CEO suggests. (Featured on SmartCustomerService.com.)
Analysts See Possibilities Galore for Digital Marketing
11 Oct 2022
Amid the COVID-19 pandemic, marketing budgets shrank, but digital advertising grabbed a higher share of the available budgets, GIA finds.
Marketers Use Just 42 Percent of Technology's Capabilities
06 Oct 2022
Despite significant investments in marketing technologies, use of existing capabilities has decreased, Gartner finds.
Transcosmos and NTT Partner on Virtual Contact Center for the Metaverse
05 Oct 2022
Demonstration experiment seeks to recreate contact center and in-store customer service experiences for the metaverse. (Featured on SmartCustomerService.com.)
Less Than 10 Percent of CFOs Plan to Decrease Customer Service Spending
28 Sep 2022
Nearly a quarter of finance leaders plan to increase customer service funding despite economic pressures, Gartner found in a new study. (Featured on SmartCustomerService.com.)
At Dreamforce, Salesforce Updates Marketing Cloud with Genie Innovations
21 Sep 2022
Powered by Salesforce Genie, Marketing Cloud unveils real-time customer data platform innovations.
At Dreamforce, Salesforce Debuts Slack Canvas for Team Collaboration
21 Sep 2022
Slack canvas provides teams a new surface to capture and share knowledge and access and take action on Salesforce Customer 360 data directly in Slack.
MarketsandMarkets Ups Its Cloud Contact Center Forecasts
12 Sep 2022
The cloud-based contact center market is expected to be worth $54.6 billion by 2027. (Featured on SmartCustomerService.com.)