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July 28, 2021
CRM Featured Articles
Gartner Says Few Customer Service Reps Are Engaged on the Job
Gartner survey reveals rampant agent disengagement, leading to poor customer experiences and economic costs. (Featured on SmartCustomerService.com.)
Marketing Budgets Have Plummeted in 2021, Gartner Finds
Gartner CMO Spend Survey reveals marketing budgets are just 6.4 percent of total revenue in 2021.
How AI Can Enhance the Customer Experience
Artificial intelligence can make employees more productive and better able to provide the answers customers need. (Featured on SmartCustomerService.com.)
STIR/SHAKEN Is Now in Effect, but It’s Not Moving Me Yet
Something needs to be done to stop robocalls and scam calls.
CRM Across the Wire
Uniphore Acquires Jacada
Uniphore and Jacada together will offer full low-code and no-code contact center automation capabilities.
Alida Launches Summer 21 Release
Alida's Summer 21 product release includes more than 100 integrations and advanced analytics.
Dynamic Yield Delivers Personalization for Single Page Applications
Dynamic Yield's experience optimization platform integrates with any SPA framework, prioritizing performance for dynamic websites.
Neustar Unveils UltraBot Protect
Neustar UltraBot Protect delivers visibility and control over web application traffic.
Thoma Bravo Acquires Medallia
Investment firm Thoma Bravo scoops Up Medallia for $6.4 billion.
NielsenIQ Acquires Cornerstone Capabilities
NielsenIQ's acquisition of Cornerstone will create an end-to-end revenue management solution for CPG companies.
Revinate and NAVIS Merge
The combined company will be known as Revinate and offer an end-to-end guest platform for the hospitality industry.