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June 28, 2021
CRM Featured Articles
Flexibility Will Be Key to Business Continuity, Genesys xPerience Speakers Stress
Companies will need agility in technology, staffing, and processes to deal with changes brought on by COVID-19, speakers said on day two of Genesys' xPerience virtual event.
Digital Customer Service Is Here to Stay, Genesys CEO Says at Xperience Event
Amid the pandemic and beyond, empathetic customer experience trumps everything else, Tony Bates, Genesys' CEO, said in his keynote at Genesys Xperience 21 virtual conference Wednesday.
How Voice Can Shake Up Your CX Tools for a Post-Pandemic World
As communications continue on digital channels, the right tools will make all the difference. (Featured on SmartCustomerService.com.)
6 Steps for Implementing an Immersive Content Strategy
For brands looking to jump-start their immersive content strategy through engaging and interactive experiences, there's a proven plan.
Required Reading: Amazon Can Be Beat with the Right Focus
To compete with digital giants, identify and stick to a target market.
CRM Across the Wire
Salesforce Expands Partnership with AWS
AWS and Salesforce are helping developers build customer apps connecting data and workflows across their platforms.
DRUID Launches Oxygen, a Platform for Building Virtual Assistants and Chatbots
DRUID Oxygen is a drag-and-drop conversational automation platform.
Rocketlane Launches Customer Onboarding Solution
Rocketlane offers a workspace that unifies project task management, customer communication, and document collaboration.
Sendoso Integrates with Microsoft Dynamics 365
Sendoso's Microsoft Dynamics integration helps companies send gifts, swag, and more.
Neustar Expands ATIS Testbed Ahead of STIR/SHAKEN Mandate
Neustar's Trust Lab is expanding testbed functionality and international interoperability testing.
Avaya Launches Avaya OneCloud for Salesforce Service Cloud
Avaya OneCloud for Salesforce Service Cloud brings together calls, digital engagement, and CRM data for service agents. (Featured on SmartCustomerService.com.)
Who Benefits from Contact Center Analytics?
Calabrio Product Marketing Manager Terri Kocon explains how data gathered through contact center analytics can benefit organizations in areas well beyond the contact center itself in this clip from her presentation at CX Connect 2021.