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CRM Featured Articles

Facebook Buys Kustomer

Kustomer acquisition expected to help Facebook expand into social commerce and business communications.

Adobe Updates Real-time CDP with B2B Data

Adobe's Real-time CDP updates let users create and manage account profiles.

Adobe Adds to Adobe Target

Innovations help developers run their own tests and increase personalization.

Salesforce Introduces Revenue Cloud

 Salesforce Revenue Cloud is designed to simplify B2B buying across channels.

Demandbase Unveils Demandbase One ABM Platform

Demandbase One combines Demandbase and Engagio technologies into a single account-based marketing solution.

California's Prop 24 Data Protection Rule Passes

California voters on Tuesday approved a major privacy law that will make it harder for companies to gather and share data about them.

Five9 to Acquire Inference Solutions

The Inference Solutions acquisition accelerates Five9's AI portfolio with proven IVA technologies. (Featured on SmartCustomerService.com.)

Chatbots Are Still Missing the Human Element, Strategy Analytics Finds

Customer emotions have a significant influence on their satisfaction with chatbots, but the technology still can't deliver, the researchers find. (Featured on SpeechTechMag.com.)

Calabrio Launches New Version of Calabrio ONE

The newest version gives agents more self-service control over their work schedules. (Featured on SmartCustomerService.com.)

Qualtrics Launches a Slew of CX Solutions

Updates to the Qualtrics XM Platform include enhanced analytics, data management and governance, and automatic trends and metrics trackers.

NICE InContact Launches Fall 2020 Version of CXone

The CXone Fall 2020 release adds business intelligence, biometrics, and advanced analytics.

SAP Launches Customer Data Platform

SAP highlights CX's importance within the company, but data will be the key moving forward, CEO says during virtual event.

Adobe Adds AI Customer Experience Capabilities to Intelligent Services

Adobe is introducing Content and Commerce AI and Real-time CDP as part of its Intelligent Services.

HGS Launches HGS Pulse Contact Center Analytics

HGS Pulse provides near-real-time business intelligence with a view into contact center operations and productivity.

Contact Center Analytics Market to Reach $2.66 Billion by 2026, Grand View Research Finds

Growing use of analytics in contact centers to continue for the next six years, the research firm predicts. (Featured on SmartCustomerService.com.)

Microsoft Updates Dynamics 365 Customer Insights

Updates to Microsoft's customer data platform include new integrations, analytics, and data governance and protection capabilities.

Oracle Updates Unity Customer Data Platform and Integrates with Zoom and Sprinklr

New integrations bring additional data management, video, and social media capabilities to Oracle Unity and Fusion CX platforms.

Salesforce Introduces Digital 360

Salesforce's new Digital 360 delivers new technology, services and learning that help digital leaders create connected, personalized experiences across marketing, commerce, and more.

Microsoft Previews Power Platform and Dynamics 365 Updates at Microsoft Ignite

Updates to Microsoft's Power and Dynamics platforms include a series of integrations with other Microsoft products.

CX Becomes Essential as Contact Centers Become the Face of the Company

Companies survived amid the pandemic because their contact centers provided empathy and moved to the cloud, Cyara's CEO said during his company's Cyara Xchange.