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February 24, 2020
Why Negative Customer Feedback Is Vital for a Strong CX Program
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
Consumers' "liquid expectations" demand that business incorporate AI into their CX strategy.
CCPA Is Now in Effect
California's consumer privacy law took effect Jan. 1
CRM Across the Wire
Medallia Completes Acquisition of LivingLens
Medallia has acquired the video feedback platform provider to combine visual insights and emotion and sentiment analysis.
Talkdesk Enhances Outbound Dialer Suite
Talkdesk added proactive capabilities to help companies connect with customers through personalized sales and service.
Lytics Integrates with Google Cloud BigQuery
Lytics users can now access and analyze massive amounts of data in Google Cloud's secure, scalable data warehouse.
Five9 Acquires Virtual Observer
The Virtual Observer acquisition comes as Five9 continues to accelerate enterprise cloud contact center adoption. (Featured on SmartCustomerService.com.)
TTEC Partners with Pegasystems
The two companies are pairing to accelerate contact center digital transformations. (Featured on SmartCustomerService.com.)
Verdane Acquires Confirmit
Verdane Capital will merge Confirmit into data visualization reporting firm Dapresy.
Obviously AI Rolls Out Natural Language Platform for Predicting Customer Outcomes
Obviously AI's No-Code Machine Learning Platform lets anyone run predictions and analytics using natural language questions.