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December 13, 2021
CRM Featured Articles
Gartners Finds Customer Loneliness a Contact Center Call Driver
Gartner predicts that by 2026, 75 percent of customers will call customer service due to loneliness.
Gartner Eyes Declining Mobile Opt-Out Rates
Gartner predicts the opt-out rate for mobile app tracking will decline from 85 percent to 60 percent by 2023.
Bots Are Good, but They Can’t Do It Alone
The best bots know when and how to hand off complex requests to humans.
Six Simple Ways to Increase First Contact Resolution
Empowered customer service agents are the key to increasing issue resolution and decreasing escalations and costs. (Featured on SmartCustomerService.com.)
CRM Across the Wire
Infosys Partners with Packable on Direct-to-Consumer Offering
The partnership brings together the Infosys Equinox digital commerce platform with the Packable IQ e-commerce platform to create D2C in a box.
ActiveCampaign Updates Its Platform
New capabilities include expanded templates and resources for adding automation.
Cognitive Analytics Market to Be Worth $48 Billion By 2026
Polaris Market Research anticipates a 37.3 compound annual growth rate for cognitive analytics solutions worldwide for the next five years.
Precisely to Acquire CEDAR CX
Acquisition enhances Precisely's customer experience portfolio with a fully integrated cloud customer communication management (CCM) platform for key industry applications.
Influitive Acquires PostBeyond
The move brings together providers of customer advocacy and employee advocacy solutions.
Neustar Partners with BERA on Brand Health Metrics
By integrating with BERA, Neustar Optimizer ties marketing to brand health metrics to prove the long-term impact of branding.