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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 SmartCustomerService.com.)
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.