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January 27, 2021
CRM Featured Articles
Engagement and Meeting Expectations Are Keys to Pandemic Survival, Brand Keys Finds
Brand Keys' annual Customer Loyalty Engagement Index identifies retail's winners and losers amid the COVID-19 crisis.
Quality and Service Level Work Together
When quality and service levels are low, costs go up, so problems with both need to be addressed together. (Featured on SmartCustomerService.)
Where Is CX Headed in 2021? 3 Predictions for the Year Ahead
The digital transformation hastened by 2020 will lead companies to continue catering to the connected customer experience lifestyle.
CRM Across the Wire
Medallia Updates Products for Managing Disrupted Remote Workforces
New employee experience, remote workforce, and contact center solutions focus on digital employee and customer experiences.
Talkdesk Announces Small Business Lending and Vaccine Administration Solutions
Talkdesk Small Business Lending Solution and Talkdesk Vaccine Administration Solution are now available for fast small business loan processing and global vaccine support.
Alida Updates Products in Winter 2021 Release
Winter 2021 product release augments Alida CXM & Insights Platform.
Verint Partners with 8x8 on WFM
New partnership offers 8x8 contact center customers integration with Verint Monet and Verint Enterprise.
ServiceNow Releases Vaccine Administration Management
ServiceNow's Vaccine Administration Management provides information and follow-up for people looking to get vaccinated against COVID-19.
Reputation Rebrands Without the .com
Reputation updates it name to reflect changing market dynamics.