Facebook Buys Kustomer
01 Dec 2020
Kustomer acquisition expected to help Facebook expand into social commerce and business communications.
Adobe Updates Real-time CDP with B2B Data
24 Nov 2020
Adobe's Real-time CDP updates let users create and manage account profiles.
Adobe Adds to Adobe Target
18 Nov 2020
Innovations help developers run their own tests and increase personalization.
Salesforce Introduces Revenue Cloud
12 Nov 2020
 Salesforce Revenue Cloud is designed to simplify B2B buying across channels.
Demandbase Unveils Demandbase One ABM Platform
11 Nov 2020
Demandbase One combines Demandbase and Engagio technologies into a single account-based marketing solution.
California's Prop 24 Data Protection Rule Passes
05 Nov 2020
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
03 Nov 2020
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
02 Nov 2020
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
27 Oct 2020
The newest version gives agents more self-service control over their work schedules. (Featured on SmartCustomerService.com.)
Qualtrics Launches a Slew of CX Solutions
26 Oct 2020
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
16 Oct 2020
The CXone Fall 2020 release adds business intelligence, biometrics, and advanced analytics.
SAP Launches Customer Data Platform
14 Oct 2020
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
12 Oct 2020
Adobe is introducing Content and Commerce AI and Real-time CDP as part of its Intelligent Services.
HGS Launches HGS Pulse Contact Center Analytics
09 Oct 2020
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
07 Oct 2020
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
01 Oct 2020
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
29 Sep 2020
New integrations bring additional data management, video, and social media capabilities to Oracle Unity and Fusion CX platforms.
Salesforce Introduces Digital 360
23 Sep 2020
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
23 Sep 2020
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
18 Sep 2020
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.