CRM Featured Articles

Winterberry Expects Advertising and Marketing Spend to Top $500 Billion in 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

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

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

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

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!

Cris Pannullo racked up nearly $750,000 on TV trivia game show

Bret Taylor to Step Down as Salesforce Co-CEO

Salesforce co-CEO and vice chairman Bret Taylor is stepping down to pursue entrepreneurial opportunities.

Frontier Airlines Eliminates Its Call Center

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

Rank Tracker found that the Diamond State has the most marketing jobs per 100,000 residents.

Customer Satisfaction Remains Weak, ACSI Finds

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

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

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

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

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

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

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

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

Powered by Salesforce Genie, Marketing Cloud unveils real-time customer data platform innovations.

At Dreamforce, Salesforce Debuts Slack Canvas for Team Collaboration

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

The cloud-based contact center market is expected to be worth $54.6 billion by 2027. (Featured on SmartCustomerService.com.)