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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.

Magazine Features

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

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.