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May 18, 2020
CRM Featured Articles
Medallia Launches Medallia Speech
Medallia is bringing speech analytics into Medallia Experience Cloud, it announced at its Medallia Experience online event today.
Forget Customer Experience—Customer Care Is the New Way Forward
If you want to reap visible results in the form of customer retention, loyalty, and, ultimately, sales, customer experience has to be replaced with customer care as its proactive, more human-like version.
The Rise of the Chief Customer Officer
As more companies appoint a chief customer officer (CCO), success is not a given; several factors can significantly make or break the person in the post. (Featured on SmartCustomerService.com.)
5P Sees Leads Grow Threefold with Salesforce Essentials
The small consultancy has increased business and productivity with Salesforce's SMB solution
How to Avoid Dark Patterns that Frustrate and Anger Your Customers
At a time when trust is so critical, interface designs that mislead or trick customers are worst practices
CRM Across the Wire
3CLogic Partners with Observe.ai
Cloud contact center provider 3CLogic is adding Observe.ai's SpeechNLP, call transcription, sentiment analysis, and quality management features. (Featured on SpeechTechMag.com.)
LinkedIn Updates Sales Navigator with Virtual Selling Capabilities
Amid COVID-19 disruption of face-to-face meetings, Sales Navigator updates improve online sales with deeper insights.
Adobe Adds Intelligent Services to Experience Cloud
Intelligent Services uses Adobe's Sensei AI engine to provide marketing insights in a number of areas.
Kustomer Acquires Automation Technology Company Reply.ai
Reply will extend Kustomer's IQ Intelligence Platform with artificial intelligence, chatbot, and deflection capabilities.
Qualtrics Adds CoreXM Capabilities
Qualtrics CoreXM includes more feedback collection, analytics, and workflow capabilities
Five9 Launches Digital Engagement for Customer Experience Across Multiple Channels
Five9 Digital Engagement includes more than 45 features for digital customer interactions. (Featured on SmartCustomerService.com.)
Vonage Integrates with ServiceNow
Vonage Contact Center is integrated with ServiceNow's Customer Service Management solution to create Vonage Contact Center for ServiceNow. (Featured on SmartCustomerService.com.)