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March 21, 2022
CRM Featured Articles
CX Today Demands Hyper-Personalization, Kustomer Speakers Assert at CX Connect
Personalization is customers' top priority when dealing with companies, and CX organizations need to make that a priority, according to Kustomer research presented on CX Connect's third day.
Our New Normal Is a De-Centered Contact Center, CX Connect Speaker Stresses
Contact centers in the post-COVID world will not be centralized, and companies need to be prepared for them to offer frictionless service, Alvaria CTO stresses during CX Connect's day three opening session.
Don't Forget Employees in the Experience Equation, CX Connect Speaker Urges
Companies can't treat customer and employee experiences in isolation; they are part of the Total Experience, CSG exec says in CX Connect Day 2 Opener.
Google Revamps Analytics to End IP Address Logging
Google is sunsetting its Universal Analytics product in favor of Google Analytics 4, which will not store site visitor IP addresses.
Meet Customer Expectations Now with Experiential Sales Programs
Engage prospective customers by developing a hands-on product experience early in the buying cycle, with technologies like 3-D or virtual reality or with hybrid physical-digital events.
Three Ways to Change How You Think About Customer Service
Companies achieve better results when they view customer service as a value center rather than a cost. (Featured on SmartCustomerService.com.)
CRM Across the Wire
Google Names Dialpad and UJET Chrome Enterprise Recommended Partners
Google imparts recommended status on UJET's and Dialpad's cloud contact center solutions. (Featured on SmartCustomerService.com.)
8x8 Launches Agent Workspace and Conversation IQ
8x8 Agent Workspace offers contact queuing and handling features, while Conversation IQ offers AI-driven agent coaching and performance management. (Featured on SmartCustomerService.com.)
Qualtrics Launches Digital Experience Metrics
Qualtrics DX Metrics helps companies tie customer sentiment about their digital experiences directly to their bottom line.
Vidyard Integrates with Gong
Vidyard's integration with Gong helps sales teams use video engagement insights.
Terminus Launches Connected Account Experiences
Terminus Connected Account Experiences helps companies identify more accounts with Terminus first-party data, reach buyers with Terminus Advertising, and activate teams with Terminus Chat and Email Experiences.
Medallia Launches Athena Studio for Building AI Models
With Medallia's Athena Studio, companies can build, train, and publish artificial intelligence models for text and conversation analytics specific to their businesses.
The Last Line
Your Employee Technology Also Drives Your Customer Experience
Customer service reps deserve tools that help, not impede.