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CRM Featured Articles

A Q&A with Barry Cooper, NICE's CX Division Head

Barry Cooper sat down with CRM magazine writer Phillip Britt at the recent NICE Interactions conference in Las Vegas for a one-on-one interview.

NICE Shows the Benefits of AI-Driven Tech at Interactions Event

Artificial intelligence embedded across NICE's products has already led to great results for the company and its customers, Barry Cooper said at a Day 2 keynote during Interactions 2024.

NICE Touts Single-Platform Design at Interactions

NICE has hailed cloud, digital, and AI technologies as transformative, and proves it with the release of CXone Mpower and 1CX unified platforms at its annual Interactions event.

Pega Is iNspired by Generative AI

At its iNspire conference, Pegasystem announced expansions to its generative AI tools for building workflows and applications and an expansion of its genAI partner ecosystem.

Marketing and Sales Functions Collaborate on Only Three Out of 15 Commercial Activities, Gartner Finds

Cross-functional alignment can drive outsized results, Gartner analysis reveals at Marketing Symposium.

Business Leaders and Employees Agree That Company Identities Must Change

At its Marketing Symposium, Gartner experts reveal how brand and narrative strategies are critical for business transformation.

80 Percent of Top CX Trends Involve AI

Generative and conversational AI for chatbots and virtual assistants are among the top trends identified by CX Network. (Featured on SmartCustomerService.com.)

Harness Sales Culture to Drive Sales Performance, Gartner Says at Its CSO & Sales Leader Conference

Gartner experts identified sales strategies and cultural attributes to boost connectedness.

Adaptive Sales Organizations Are Three Times More Likely to Grow, Gartner Finds

Experts reveal how to construct and leverage an adaptive organization at the Gartner CSO & Sales Leader Conference.

Customers Look for Successes with Genesys at Xperience '24

An LGBTQ hotline, HSBC, and Coca-Cola all have big plans for Genesys' contact center solutions. (Featured on SmartCustomerService.com.)

Genesys Shepherds in A New Era of Contact Center AI at Xperience '24

Genesys is expanding Genesys Cloud with more robust, intuitive AI for orchestrating customer journeys. (Featured on SmartCustomerService.com.)

ServiceNow Partners with IBM and Microsoft and Adds New Automation Solutions

ServiceNow adds generative AI and automation to its Now Platform and other solutions on day 2 of Knowledge 2024.

Cloud Contact Center Market to Be Worth $86.4 Billion by 2029

MarketsandMarkets expects the cloud contact center market to grow by 26.9 percent per year through the next five years. (Featured on SmartCustomerService.com.)

At Knowledge '24, ServiceNow Partners with Genesys and Adds GenAI Capabilities to Now Assist

The two companies will integrate Genesys Cloud with ServiceNow Customer Service Management in the new Unified Experience from Genesys and ServiceNow.

Google Delays Third-Party Cookies' End Again

Google pushed back its phase out of third-party cookies in its Chrome web browser for the third time yesterday.

FTC Hardens Protections Against Telemarketing Fraud

Changes to the Telemarketing Sales Rule extend telemarketing protections to business-to-business calls and tech support scams.

Digital Marketing Expected to Surge

Technavio expects spending on digital marketing to grow by $353.5 billion through 2028, fueled by a shift in consumer behavior toward online shopping.

Adobe Unveils the Future of Customer Experience Management at Adobe Summit

Adobe outlined its vision for companies to deliver one-to-one personalization at scale with major innovations across its Experience Cloud, Creative Cloud, Experience Platform, GenStudio and Firefly Services. 

A New Class of Multimodal AI Agents Can Plan, Reason And Explain

A new patent underscores the uniqueness of the neuro-symbolic AI approach to create hallucination-free conversations between humans and AI agents. (Featured on SmartCustomerService.com.)

Enterprise Leaders Plan to Invest in GenAI to Improve CX, KPMG Finds

Productivity gains are the greatest benefit cited by executives who have already invested in generative artificial intelligence, according to KPMG data.