CRM Featured Articles

Verint Makes the Case for Its Solutions in Turbulent Times at Engage 2022

With the pandemic's effects still lingering, companies have untapped opportunities for differentiation, Verint Engage speakers stress on Day 2.

Verint Introduces Solutions to Address Engagement Capacity Gap at Engage 2022

Verint execs introduced Verint's One Workforce and Total Quality approaches at its Engage 2022 Conference.

Genesys Commits to Aiding Businesses in Digital Transformation at Xperience Event

Customers want digital interactions that are fast and efficient, but data backlogs are preventing companies from delivering, Genesys xPerience speakers warned. (Featured on SmartCustomerService.com.)

Forrester’s Harley Manning Passes Down 5 Universal CX Truths Before Retiring

Forrester CX North America closing keynote outlines five customer experience truths that stand the test of time.

New Business Rules Require Data Democratization, Forrester CX Speakers Urge

Forrester CX North America Day 2 keynoters highlighted the importance of the right people having access to the right data in the right context to best impact customer experience.

Going Digital Still Requires Empathy, Genesys Xperience Speakers Stress

Genesys highlights expanded capabilities and customer successes with a multitude of digital solutions that keep humans in mind, executives said at the company's user conference. (Featured on SmartCustomerService.com.)

CX Index Shows a Decline, Creating a Huge Opportunity, Forrester Reports

The Forrester CX Index showed its largest decline in seven years, but companies can rebound, Forrester analysts reported at the firm's CX North America event.

Proactive, Personal, and Transparent Service Removes Friction, NICE Interactions Speakers Urge on Day 2

When contact centers place a value on self-service and the data that customers provide, service becomes less of a cost center and more of a value-adder, NICE event speakers maintained. (Featured on SmartCustomerService.com.)

NICE Labels Frictionless Experiences Key to Customer Service at Interactions Event

Companies need to declare war on the friction that has kept self-service from satisfying customers, speakers urged during day one of NICE's Interactions 2022 event. (Featured on SmartCustomerService.com.)

Pega Announces Everflow Acquisition at PegaWorld iNspire

New capabilities to find and fix process inefficiencies will extend Pega's AI-powered decisioning and workflow automation capabilities.

Connecticut Passes Data Privacy Law

Connecticut became the fifth U.S. state to pass legislation that mandates consumer data protections.

Meta Touts Messaging as the Future of Business at Conversations Event

Meta announced plans to expand messaging capabilities for businesses looking for simpler connections with customers.

What CSOs Need to Know About Sense Making, A Gartner Q&A

Gartner analyst Alice Walmesley shares advice for implementing a sense-making sales approach during an interactive Q&A session at the Gartner CSO & Sales Leader Conference.

10 Tech Trends Transforming Consumer Behavior

IDC urges companies to align their offerings with evolving customer activities. 

Gartner Urges Rethinking Customer Understanding, Engagement, and Operating Models at CSO Conference 

Gartner analysts outlined how to sustain growth through disruption at their annual CSO & Sales Leader Conference today.

Most SMBs Plan to Outsource

Digital marketing and customer support are top targets for SMBs to turn over to outside agencies, Clutch finds.

Virtual Selling Drives Data to Replace Intuition

Gartner predicts that 65 percent of B2B sales organizations will transition from intuition-based to data-driven decision making by 2026.

CRM Tech Buys Expected to Increase

Tech purchases will focus on customer experience, privacy, and data, Emissary research finds.

SMBs Aren't Investing in Mobile Apps

Research firm The Manifest found that one-third of small businesses spent less than $10,000 creating their mobile apps.

Contact Center-as-a-Service Market to be Worth $17.12 Billion by 2030

Grand View has increased its projections for growth in the cloud contact center market, largely due to COVID's impact on contact centers. (Featured on SmartCustomerService.com.)