CRM Featured Articles

Customers Look for Successes with Genesys at Xperience '24

An LGBTQ hotline, HSBC, and Coca-Cola all have big plans for Genesys' contact center solutions. (Featured on SmartCustomerService.com.)

Genesys Shepherds in A New Era of Contact Center AI at Xperience '24

Genesys is expanding Genesys Cloud with more robust, intuitive AI for orchestrating customer journeys. (Featured on SmartCustomerService.com.)

ServiceNow Partners with IBM and Microsoft and Adds New Automation Solutions

ServiceNow adds generative AI and automation to its Now Platform and other solutions on day 2 of Knowledge 2024.

Cloud Contact Center Market to Be Worth $86.4 Billion by 2029

MarketsandMarkets expects the cloud contact center market to grow by 26.9 percent per year through the next five years. (Featured on SmartCustomerService.com.)

At Knowledge '24, ServiceNow Partners with Genesys and Adds GenAI Capabilities to Now Assist

The two companies will integrate Genesys Cloud with ServiceNow Customer Service Management in the new Unified Experience from Genesys and ServiceNow.

Google Delays Third-Party Cookies' End Again

Google pushed back its phase out of third-party cookies in its Chrome web browser for the third time yesterday.

FTC Hardens Protections Against Telemarketing Fraud

Changes to the Telemarketing Sales Rule extend telemarketing protections to business-to-business calls and tech support scams.

Digital Marketing Expected to Surge

Technavio expects spending on digital marketing to grow by $353.5 billion through 2028, fueled by a shift in consumer behavior toward online shopping.

Adobe Unveils the Future of Customer Experience Management at Adobe Summit

Adobe outlined its vision for companies to deliver one-to-one personalization at scale with major innovations across its Experience Cloud, Creative Cloud, Experience Platform, GenStudio and Firefly Services. 

A New Class of Multimodal AI Agents Can Plan, Reason And Explain

A new patent underscores the uniqueness of the neuro-symbolic AI approach to create hallucination-free conversations between humans and AI agents. (Featured on SmartCustomerService.com.)

Enterprise Leaders Plan to Invest in GenAI to Improve CX, KPMG Finds

Productivity gains are the greatest benefit cited by executives who have already invested in generative artificial intelligence, according to KPMG data.

Google Launches Meridian, a Measurement Tool for Advertisers

Meridian is Google's new open-source, privacy-first marketing mix model.

Women Represent Just 31 Percent of Senior-Level B2B Sales Employees

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

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

LinkedIn is turning users to Predictive Audiences and Audience Expansion for better targeting.

CCW Eyes AI's Transformation of Contact Center Workforce Dynamics

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

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

The PR Council's revised generative AI guidelines align with rapidly changing platforms and adoption.

Gartner Identifies Three Top Priorities for Customer Service

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

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.