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March 03, 2021
CRM Featured Articles
Shift How You Think About Emotion and Journeys
Customer journeys need to include the baseline, the curve, and the punch, Forrester analyst suggests.
The Service and Support Employee Work-from-Home Experience
Managers need to look at employee preferences and other factors when considering how to proceed with work-from-home policies. (Featured on SmartCustomerService.com.)
From CX to EX: How Customer Experience Will Evolve as Ecosystems Take Hold
As ecosystems come to the fore, companies must react to how this intermingling of disparate partners impacts the traditional customer experience. Here's how to shift to an "ecosystem experience" mind-set.
CRM Across the Wire
Observe.AI Launches Agent Performance & Coaching Suite
Observe.AI's artificial intelligence-powered Agent Performance & Coaching Suite improves agents' skills with performance analytics.
Vungle Acquires Mobile Gaming Analytics Company GameRefinery
Vungle's acquisition of GameRefinery adds to its mobile performance advertising platform with contextual targeting and creative intelligence features.
Trendline Interactive Acquires LeadMD
Marketing agencies and consulting firms Trendline and LeadMD are coming together to form one company.
GettinLocal Launches Contactless In-Destination Platform for Hotels
GettinLocal's new digital app provides guests with dynamic hyperlocal discovery using geofence technology.
Elastic Path and Myplanet Introduce Composable Commerce Solutions
Elastic Path's and Myplanet's Composable Commerce Solutions combine headless, API, and microservices-powered commerce and integrations With Amplience, Algolia, Dynamic Yield, Segment, and Google Analytics.
Salesmsg Launches Landline Texting
Companies can now send, receive, and manage SMS & MMS messages with existing landlines.