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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

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

Short Cuts

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.