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March 26, 2018

CRM Featured Articles

IBM Launches Watson Assistant

Watson Assistant uses IBM's cognitive computing platform to create personalized consumer experiences.


The 4 Elements of Real-Time Customer Engagement

To adapt to customer moments of need, companies need strategies that enable real-time responsiveness.

How to Turn Rage into a Great Customer Experience

To improve customer service interactions, apply the Peak-End Rule. (Featured on


Google Starts Blocking Intrusive Ads

Mobile and web ads that violate the Coalition for Better Ads standards are subject to removal from Chrome

Voice of the Customer

CX Leaders Need to Become Customer Storytellers

Storytelling is a reliable, effective tool for representing the customer viewpoint

CRM Across the Wire

Growth in AI to be Led by Customer Service

IDC expects automated customer service agents to be the largest use case for artificial intelligence and cognitive computing.

Merkle Launches Merkle Innovation Cloud 2.0

MIC 2.0 includes capabilities from Adobe Experience Cloud to help companies build and maintain personalized marketing content.

Highspot Adds Solution for Social Selling on Twitter, LinkedIn, and Facebook

Sales reps can now track engagement, effectiveness, and revenue from social selling.

Microsoft Introduces the Spring 2018 Release of Dynamics 365 and Business Application Platform

New business applications from Microsoft leverage advances in artificial intelligence to benefit, sales, marketing, and customer service personnel.

Thin Film Integrates with Adobe Analytics Cloud

The integration advances data analytics for near-field communication mobile marketing.

Mindmatrix Integrates with Google Calendar

With the integration, users of Mindmatrix's sales and channel enablement platform will get asset recommendations for contacts who sign up for events.

Vision Critical Acquires Assets from Aida Software

The acquisition accelerates the integration of machine learning into the Sparq 3 customer intelligence platform.