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CRM Featured Articles

A Televerde Update: Outsourcer Changes the Lives of Inmates

Since we profiled the Televerde program that employs female inmates in contact centers, Arizona State University found that the program is yielding very positive results for Televerde, its clients, the inmates, and the State of Arizona.

Adobe Unveils Experience Cloud Enhancements at NRF

Adobe Experience Cloud system upgrades bring more customer insight and real-time capabilities to retailers.

The Top 15 CRM News Stories of 2019

A look at the CRM trends and innovations that made headlines in 2019.

Microsoft Adds Retail-Specific Solutions

New products related to Microsoft Dynamics 365 and other business applications provide more in-store and customer insights for retailers.

Deloitte Reveals Five Steps to Transform B2B Sales Experiences

B2B sales organizations that are more customer-centric are growing faster and at 50 percent lower cost, Deloitte research found.

72 Percent of Consumers Will Switch Brands After One Bad Experience, Study Finds

Northridge Group research finds consumers are unwilling to give companies a second chance to make up for a customer service gaffe.

Risk Aversion Is the Top Barrier to Marketing Innovation, Gartner Finds

Marketing leaders responding to a new Gartner survey report struggles with risk-averse corporate cultures, measurement, and talent.

Empathy Is Seen as the Path to Personalization

Emphasis on the human elements of communication will deliver more use cases for AI, finds Strategy Analytics.

AWS Launches Contact Lens for Amazon Connect

AWS Contact Lens helps businesses identify customer issues and trends, search call and chat transcripts, and improve agent performance. (Featured on SmartCustomerService.com.)

Improving Customer Satisfaction and Overcoming Information Silos Weigh Most Heavily on Call Centers

New survey by KMWorld and Unisphere Research with KMS Lighthouse pinpoints key contact center challenges. (Featured on SmartCustomerService.com.)

Virtual Digital Assistant Use Cases Expand

Tractica research identifies customer service, e-commerce, marketing, and sales as key growth areas for AI-powered virtual digital assistants.

At Dreamforce, Salesforce.com Expands Voice Across Its CRM Application Portfolio

Salesforce unveiled several voice interfaces for its Customer 360 platform today at its annual Dreamforce user conference.

3 Customer Service Mistakes Disney Plus Made at Launch

Despite the early success, including many more subscribers than analysts anticipated, the launch of Disney Plus wasn't without flaws. Here are the three biggest customer service mistakes the company made during launch week.

Apple and Salesforce Extend Mobile Capabilities

Salesforce.com is launching reimagined customer experience and learning apps with features exclusive to Apple's iPhone and iPad mobile devices.

Microsoft and Salesforce Expand Strategic Partnership

Salesforce has named Microsoft Azure as its public cloud provider for Salesforce Marketing Cloud and integrated Salesforce Sales and Service Clouds with Microsoft Teams.

LinkedIn Adds Features to Sales Navigator

New Data Validation feature, administrator tools, alerts, and integrations round out the latest set of updates to Microsoft's LinkedIn Sales Navigator.

Adobe and Microsoft Deepen Partnership

Adobe deepens ties between Adobe Experience and Document Clouds and Microsoft's business and cloud apps.

Salesforce.com Launches Salesforce CMS

Salesforce CMS aims to meld content, data, and personalization.

Microsoft Announces Upgrades to Power Platform at Its Ignite Conference

Microsoft is adding virtual agents, enhanced security, and tighter integrations to its Microsoft Power Platform

Business Today Depends on Customer Experience and Contact Centers, ICMI Speakers Contend

With customer service acting as a key differentiator today, companies have new obligations to improve service delivery, speakers stressed. (Featured on SmartCustomerService.com,)