February 2018

• February 28, 2018 28 Feb'18

  IT Priorities survey: CRM trends indicate move to the cloud

  Hybrid cloud and on-premises IT should remain the norm for years. But more respondents to TechTarget's late 2017 survey indicate more cloud CRM and social media monitoring.  Continue Reading

• February 28, 2018 28 Feb'18

  Salesforce GDPR marketing compliance involves rethinking lead gen

  The bigger -- and more complicated -- your marketing tech stack, the more complex your Salesforce GDPR compliance will be, vendors and experts say.  Continue Reading

• February 28, 2018 28 Feb'18

  Salesforce certification salary data: Admin, dev in demand

  The 2018 Mason Frank International Salesforce Salary Survey's bumper sticker: The talent's holding the cards as employers increase bids for their services.  Continue Reading

• February 28, 2018 28 Feb'18

  customer experience management (CEM or CXM)

  Customer experience management (CEM or CXM) is the collection of processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle.  Continue Reading

• February 28, 2018 28 Feb'18

  The importance of GDPR best practices for Salesforce customers

  The new EU General Data Protection Regulation has far-reaching consequences that extend beyond European nations, according to experts.  Continue Reading

• February 28, 2018 28 Feb'18

  E-commerce GDPR for Salesforce: Watch what data you capture

  Making your Salesforce GDPR compliance strategy for e-commerce starts with monitoring the customer data you collect, starting with cookies -- and we don't mean the Keebler kind.  Continue Reading

• February 27, 2018 27 Feb'18

  Expert: Boring retail is dying as tech gains importance

  Technologies such as augmented reality and AI in retail are becoming more important for brands looking to gain a selling edge. Tune in to the latest Pipeline podcast to learn more.  Continue Reading

• February 27, 2018 27 Feb'18

  speech analytics

  Speech analytics is the process of analyzing voice recordings or live customer calls to contact centers with speech recognition software to find useful information and provide quality assurance.  Continue Reading

• February 27, 2018 27 Feb'18

  call center agent (call center representative)

  A call center agent is a person who handles incoming or outgoing customer calls for a business.  Continue Reading

• February 26, 2018 26 Feb'18

  Customer service chatbots help reduce product returns

  In previous years, Azumi Mobile was overwhelmed with customer calls after the holiday season as users attempted to return smartphones. This year, chatbots helped address that issue.  Continue Reading

• February 22, 2018 22 Feb'18

  Helpshift offers five Salesforce GDPR tips for customer support

  How much does the service and support team affect GDPR privacy mandates? Turns out, more than a little. A chat app developer's compliance journey uncovers some compliance tips.  Continue Reading

• February 14, 2018 14 Feb'18

  Colorado modernizes with Salesforce for government projects

  Colorado licenses Service Cloud and other Salesforce technologies to improve its citizens benefit program.  Continue Reading

• February 14, 2018 14 Feb'18

  Blockchain loyalty programs building future of customer experience

  While blockchain platforms are still under construction and use cases are still being written, Hooters invests in its own. Others -- including employee rewards -- are to come.  Continue Reading

• February 13, 2018 13 Feb'18

  When customer service automation goes off the rails

  CRM sales and service automation can drive down costs when they drive customer self-service. But if they frustrate customers, what's the actual implementation cost?  Continue Reading

• February 09, 2018 09 Feb'18

  Salesforce gets a blockchain distributed ledger tool

  Blockchain technology is the ultimate connectivity layer, and it can be used to help solve thorny customer service issues when paired with Salesforce, according to one vendor.  Continue Reading

• February 08, 2018 08 Feb'18

  Smart contracts on blockchain the next wave of CRM automation

  Sales and service contracts get automation from blockchain platforms as applications become more user-friendly and infrastructure evolves to support them.  Continue Reading

• February 08, 2018 08 Feb'18

  Meet your friendly service agent -- The sales chatbot

  AI chatbots enable companies to automate some sales and service tasks, but the combination of people and smart machines creates better outcomes than either one alone.  Continue Reading

• February 05, 2018 05 Feb'18

  Salesforce buys Attic Labs, adding to Quip capabilities

  Quip receives back-end capabilities with open source database after Salesforce purchase of Attic Labs.  Continue Reading

• February 01, 2018 01 Feb'18

  Virtual agents not yet ready for primetime customer service

  Chatbots may never replace humans at call centers. But they can alleviate high call volumes and route queries to humans when they're too thorny for automated responses.  Continue Reading

• February 01, 2018 01 Feb'18

  AI chatbots augment humans working in contact centers

  It might seem like contact centers are all being automated by AI chatbots, but for now, the jobs of human agents are still safe while all the kinks are worked out.  Continue Reading