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June 22, 2020
CRM Featured Articles
Companies Need to Balance Brand and Customer Values, Forrester Speakers Assert
Speakers at Forrester Research's CX North America online forum this week emphasized the need for companies to reorganize around customer expectations and brand value.
Ushering in the New Era of Customer Communications
The next generation of customer communications is flexible, proactive, and able to scale rapidly. (Featured on SmartCustomerService.com.)
Required Reading: Building a Brand Requires Getting Leaner
Companies looking into new markets can benefit from a new approach
CRM Across the Wire
Syncfusion Updates Bold BI
Additions to Bold BI make it easier to customize, embed, and deploy dashboards.
Astute Introduces Email Virtual Assistant, EVA, to Automate Customer Service Emails
Astute's EVA inbound email processing solution uses natural language processing and machine learning to instantly craft responses to customers. (Featured on SmartCustomerService.com.)
Clickagy Launches Privacy Clusters for Cookieless Ad Targeting
Clickagy Privacy Clusters offers individual targeting without sacrificing consumer data security.
Vee24 Launches V11 Intelligent Conversational Experience
Version 11 of the Vee24 platform includes VeeWebinar, VeeMessenger, VeeVoice, VeeScheduler, and VeeSupervisor and integrations with leading CRM solutions.
Genesys Selects AWS for Genesys Cloud
Genesys has named Amazon Web Services the preferred cloud provider for Genesys Cloud customer experience and contact center platform. (Featured on SmartCustomerService.com.)
eGain Launches eGain Messaging Hub
eGain Messaging Hub harmonizes messaging across bots and live agents. (Featured on SmartCustomerService.com.)
The Last Line
What Post-Pandemic Contact Centers Will Look Like
Will agents return to the office or remain remote? The answer is, likely, yes to both