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December 23, 2019
CRM Featured Articles
72 Percent of Consumers Will Switch Brands After One Bad Experience, Study Finds
19 Dec 2019
Northridge Group research finds consumers are unwilling to give companies a second chance to make up for a customer service gaffe.
Viewpoints
AI in Customer Service: Five Predictions for 2020
01 Jun 2019
Here's a peak at what's in store for artificial intelligence in customer service in 2020. (Featured on SmartCustomerService.com.)
Case Studies
SharkNinja Operationalizes Customer Feedback
26 Nov 2019
With Clarabridge Engage and Analytics, the housewares manufacturer is able to act on voice-of-the-customer data to create new products and evolve its customer experience.
C3i Exceeds Expectations with Avaya
26 Nov 2019
The contact center outsourcer is winning back business with new technologies, replacing a string of legacy systems in phases to maintain operations while easing the burden on its IT department
CRM Across the Wire
ZoomInfo Launches Privacy Center
20 Dec 2019
ZoomInfo has established a resource center and data tools to help companies comply with CCPA.
6sense Launches Dynamic Display Advertising
20 Dec 2019
6sense's new feature extends its native display advertising capabilities.
Cyara and VoiceFoundry Partner to Aid in Contact Center Migrations to Amazon Connect
20 Dec 2019
VoiceFoundry's customer journey design expertise and Cyara's testing and assurance capabilities will help clients achieve smooth migration and CX design when migrating to Amazon Connect. (Featured on SmartCustomerService.com.)
Verint Launches Robotic Process Automation Discovery
18 Dec 2019
Verint's RPA Discovery solution helps companies identify workflows that could better be performed by automation. (Featured on SmartCustomerService.com.)
Swiftpage Names New President/CEO
19 Dec 2019
Steve Oriola takes over leadership of Act! CRM provider Swiftpage
Anaplan Adds AI-Powered Predictive Sales Planning
18 Dec 2019
Anaplan's Predictive Sales Planning solution uses artificial intelligence to analyze account health.