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February 24, 2020
Viewpoints
Why Negative Customer Feedback Is Vital for a Strong CX Program
01 Aug 2019
Customers who aren't delighted with your products or services highlight the best opportunities for change. (Featured on SmartCustomerService.com.)
AI Is Reshaping Consumers’ Expectations for Customer Service
20 Feb 2020
Consumers' "liquid expectations" demand that business incorporate AI into their CX strategy.
Insight
CCPA Is Now in Effect
10 Jan 2020
California's consumer privacy law took effect Jan. 1
CRM Across the Wire
Medallia Completes Acquisition of LivingLens
21 Feb 2020
Medallia has acquired the video feedback platform provider to combine visual insights and emotion and sentiment analysis.
Talkdesk Enhances Outbound Dialer Suite
20 Feb 2020
Talkdesk added proactive capabilities to help companies connect with customers through personalized sales and service.
Lytics Integrates with Google Cloud BigQuery
20 Feb 2020
Lytics users can now access and analyze massive amounts of data in Google Cloud's secure, scalable data warehouse.
Five9 Acquires Virtual Observer
19 Feb 2020
The Virtual Observer acquisition comes as Five9 continues to accelerate enterprise cloud contact center adoption. (Featured on SmartCustomerService.com.)
TTEC Partners with Pegasystems
19 Feb 2020
The two companies are pairing to accelerate contact center digital transformations. (Featured on SmartCustomerService.com.)
Verdane Acquires Confirmit
19 Feb 2020
Verdane Capital will merge Confirmit into data visualization reporting firm Dapresy.
Obviously AI Rolls Out Natural Language Platform for Predicting Customer Outcomes
19 Feb 2020
Obviously AI's No-Code Machine Learning Platform lets anyone run predictions and analytics using natural language questions.