Women Represent Just 31 Percent of Senior-Level B2B Sales Employees
06 Mar 2024
Gartner survey finds roadblocks and a lack of opportunity contribute to the underrepresentation of women in sales leadership positions.
Chatbots Seen As Online Shopping Experience Disruptors
01 Mar 2024
AI-powered chatbots top the list of the most disruptive automated experiences in U.S. shoppers' buying journeys, according to Intellias research.
LinkedIn Ends Lookalike Audiences
29 Feb 2024
LinkedIn is turning users to Predictive Audiences and Audience Expansion for better targeting.
CCW Eyes AI's Transformation of Contact Center Workforce Dynamics
27 Feb 2024
AI is bringing about a seismic shift in the agent's role, according to CCW data.
Post-Purchase Tasks Will Transition to a Unified Customer-Facing Role by 2027
23 Feb 2024
Gartner's customer service and support predictions for 2024 highlight the transformative impact of generative AI.
The PR Council Updates Ethical Guidelines on Generative AI
07 Feb 2024
The PR Council's revised generative AI guidelines align with rapidly changing platforms and adoption.
Gartner Identifies Three Top Priorities for Customer Service
05 Feb 2024
Organizations will focus on self-service, generative AI, and customer journey analytics to improve customer experience and organizational processes in 2024.
Leading Companies Convert Mega-Expectations to Long-Term Loyalty, Brand Keys Finds
23 Jan 2024
Retail juggernauts Amazon, Dollar Tree, Trader Joe's, CVS, Levi Strauss, and Dick's Sporting Goods exert overwhelming dominance in Brand Keys' latest Customer Loyalty Engagement Index.
Yahoo! and Google Adopt Email Rules Changes
19 Jan 2024
The two email service providers are set to start enforcing new rules affecting senders of bulk emails.
U.S. Companies Fail to Meet Customer Expectations, KPMG Finds
16 Jan 2024
Companies' revert after a sudden surge during the COVID-19 pandemic, KPMG notes in its U.S. Customer Experience Excellence report.
Ninety Percent of CEOs Are Waiting for GenAI to Move Past the Hype
12 Jan 2024
Boston Consulting Group survey finds corporate leaders are ambivalent or dissatisfied with the progress their companies have made with generative AI.
FCC Closes the Lead Generator Loophole
12 Jan 2024
The U.S. Federal Communications Commission has taken additional steps to block unwanted and scam robocalls and robotexts.
Google to Disable Cookies for 1 Percent of Chrome Users
05 Jan 2024
Google's phase-out of cookies in its Chrome Browser has begun with a very limited trial; plans are for full deprecation later this year.
The Top CRM News Stories of 2023
04 Jan 2024
AI (or more specifically, generative AI) seemed to capture most of the headlines in 2023.
Santa Tracker Uses Amazon Connect
21 Dec 2023
NORAD's hotline for tracking Santa's trek around the globe will use contact center technology from AWS this year. (Featured on SmartCustomerService.com.)
Salesforce Unveils Apple, Google, LinkedIn Integrations at World Tour NYC
14 Dec 2023
Salesforce has expanded its partnership with Apple, integrated its Data Cloud with with LinkedIn and Google; updated Einstein 1 with Data Cloud Vector Database and Einstein Copilot Search; and launched Unlimited Edition+.
CRM Playaz Panelists Predict AI Will Be Tablestakes in CRM in 2024
14 Dec 2023
Reps from 10 leading CRM vendors say AI is necessary today for companies to succeed.
Call Center Fraud on the Rise
10 Nov 2023
TransUnion report shows 90 percent of financial services contact centers see fraud attacks increasing.
CX Scores Improve in Latest ISG Research
09 Nov 2023
Enterprises give providers higher customer experience scores but demand more innovation, ISG study shows.
10 Tips for Maximizing Content for Voice Search
07 Nov 2023
A quarter of the world's population uses voice search, and the numbers are only going to rise. (Featured on SpeechTechMag.com.)