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February 03, 2020
How to Determine (and Measure) the Best CX Metric for You
Here's how customer experience teams can determine the best CX metric(s) that best explains the customer behaviors they are trying to motivate and the business outcomes they want to drive. (Featured on SmartCustomerService.com.)
Arxan Nails It with Direct Mail
PFL's tactile marketing program delivers hard-to-reach customers
CRM Across the Wire
Directly Promotes Mike de la Cruz to CEO
Directly changes leadership and completes a $20 million funding round.
Merkle's Parent Acquires 4Cite Marketing
Dentsu Aegis Network is acquiring 4Cite Marketing to boost Merkle's identity capability.
SurveyGizmo Launches Activated NPS
Activated NPS helps companies respond immediately and individually to customer feedback.
8x8 Launches Contact Center Winter '20 Release
8x8 Contact Center adds payment processing and quality management. (Featured on SmartCustomerService.com.)
NICE Powers Predictive Behavioral Routing with AI-Driven Sentiment Data
NICE incorporates sentiment data on top of predictive behavioral routing as part of CXone and Nexidia suite upgrades. (Featured on SmartCustomerService.com.)
ServiceNow to Acquire Passage.ai
Acquisition will advance ServiceNow's native AI capabilities to help work flow more smoothly across the enterprise, in all major languages. (Featured on SmartCustomerService.com.)
MindTouch Partners with Five9
Partnership gives Five9 Intelligent Cloud Contact Center users scalable and extensible knowledge management capabilities. (Featured on SmartCustomerService.com.)