How to Make Automated Customer Interactions More Engaging (Video)

AWS Head of Product, Language Tech Vikram Anbazhagan discusses four key elements of bot interactions that can increase customer engagement in this clip from his keynote at CRM evilution 2018.

TeamSupport Adds IBM Watson Sentiment Analysis to Its Customer Distress Index

The addition aims to help support teams uncover sentiment data to better understand their customer relationships.

How Amazon Connect's Open Platform Integrates with CRMs (Video)

Pasquale DeMaio, General Manager, Amazon Connect, AWS, explains how Amazon Connect works with both off-the-shelf and custom CRM systems in this clip from his keynote at CRM evolution 2018.

Is Google Finally Offering Contact Center Support to Its Customers?

Google's enterprise customers will get access to customer service representatives and true contact center-based support—at least when it comes to Google Maps and Google's cloud product. (Featured on SmartCustomerService.com.)

Engagio Announces ABM Smart Tools

The suite of account-based marketing features enables marketers to increase engagement and improve target account health across multiple account funnels.

Why Startups Need to Focus on Resilient Revenue (Video)

IntelliPhi CEO Anand Thaker outlines the concept of renewable, resilient revenue and why it matters even to startups businesses in this clip from his presentation at CRM evolution 2018.

Intercom Introduces Custom Bots

The new chatbot technology brings together messengers, apps, and bots with the aim of accelerating sales.

Contact Center Software Market to Double in 5 Years

MarketsandMarkets projects the contact center software market to exceed $35 billion by 2023. (Featured on SmartCustomerService.com.

Zaius Releases Segment Builder 2.0

The new tool enables marketers to build and deliver personalized campaigns across channels.

HubSpot Launches Conversations

The new collaborative tool aims to help businesses build better one-to-one relationships.

Is the Customer Data Platform the Pot o' Gold for B2B Marketers? (Video)

IntelliPhi CEO Anand Thaker explains how B2B marketers can leverage customer data platforms (CDPs) in this clip from his presentation at CRM evolution 2018.

T-Mobile Tops J.D. Power’s Customer Satisfaction Survey

For the 16th time, the carrier beat out all of its competitors, posting a record-setting score for the second year in a row. (Featured on SmartCustomerService.com.)

MapAnything Launches Distance Matrix API

It calculates the shortest path and true travel time for a combination of locations and destinations.

The Case for Account-Based Marketing (Video)

IntelliPhi CEO Anand Thaker explains the value of integrated account-based marketing (ABM) for B2B operations in this clip from CRM evolution 2018.

LiveRamp and Adobe Announce Addressable TV Integration

The integration enables marketers to match up first-party customer data with subscriber lists

Zoho Launches Backstage and Zoho One Updates

The new event management tool covers all stages of an event, while the updates include Zia for Zoho One and a beefed-up search feature.

Why Customer Experience is Now Your Biggest Brand Differentiator (Video)

SMB cofounder and partner Laurie McCabe explains how customer service and the customer experiences businesses create have become the defining features of their brands in this clip from CRM experience 2018.

Dish Customer Service Is Coming to iMessage

Paid television provider Dish is now inviting customers to message the company via the Apple app. (Featured on SmartCustomerService.com.)

LinkedIn Redesigns Campaign Manager’s Reporting Experience

The update aims to make it easier for marketers to manage their campaigns.

VIDEO: What Are SMBs' Top Business Goals as Customer Expectations Change?

SMB Group Co-founder & partner Laurie McCabe explains how SMBs can continue to pursue their traditional business goals amid dramatic changes in customer expectations in this clip from CRM experience 2018.