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May 30, 2018

CRM Featured Articles

ICMI Contact Center Expo 2018: Customer Service Is the Key Differentiator

The expo's message was clear: All companies should consider themselves service organizations. (Featured on

ICMI Contact Center Expo 2018: Your Agents’ Age Group Can Tell You a Lot

With age-diverse contact center teams, generational intelligence is an essential part of employee engagement. (Featured on


The Wild West Days of Data May Be Over, But the Opportunities for Marketers Are Just Beginning

A new era of data privacy and regulation is upon us, and with it comes new roles and big opportunities for senior marketers.

Merry #Privmas Everyone

The data privacy issue is all the rage, and GDPR presents a lot of opportunity for companies and consumers. (Featured on


ON THE SCENE: At Adobe Summit 2018, Adobe Urges Companies to Enter the Experience Business

At its annual user conference, Adobe urged attendees to make experience their business

Pint of View

Last Call

Our beloved Pint of View columnist toasts the end of an era.

CRM Across the Wire

CallMiner Releases Eureka Coach for Contact Center Optimization

Coach provides automated scoring and direct feedback across all agents for self-coaching and data-driven management. (Featured on

Socialbakers Adds Audience Segmentation to Its Marketing Platform

Audience Segmentation integrates multiple data sources to help companies identify audience persona profiles, the content with which they engage, their interests, and the influencers they trust.

Talkdesk Launches Enterprise Contact Center Spring 2018 Release

Context awareness, CX Manager, Intelligent Routing Configuration, and GDPR compliance round out the new capabilities. (Featured on

Glance Networks Adds Mobile App Sharing to Its Visual Engagement Platform

Glance's visual customer care platform now includes cobrowse, screen share, and agent video capabilities. (Featured on

ForeSee Launches New Version of CX Suite

Predictive Net Promoter Score capability is the central change in the Foresee CX Suite. (Featured on

HubSpot Integrates with Slack

Companies can now access HubSpot information directly from within Slack, and vice-versa.

TeamViewer Integrates with Microsoft Dynamics 365

Sales and support agents can now remotely access customer devices to accelerate sales and improve customer experiences.