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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 SmartCustomerService.com.)
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 SmartCustomerService.com.)
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 SmartCustomerService.com.)
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
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 SmartCustomerService.com.)
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 SmartCustomerService.com.)
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 SmartCustomerService.com.)
ForeSee Launches New Version of CX Suite
Predictive Net Promoter Score capability is the central change in the Foresee CX Suite. (Featured on SmartCustomerService.com.)
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.