- June 27, 2019
CX automation can build speed and process efficiency. But, a Verizon consumer survey reveals, brands that continue staffing call centers with humans build better relationships.
- June 19, 2019
Big-box retailer Target's checkout outage showed how e-commerce systems can fill in when POS systems fail. They're not quite ready to supplant POS -- but they're getting there.
- June 04, 2019
Pegasystems' new empathy AI tool aims to help users make more ethical business decisions by gauging the empathy level of human and digital customer service agents.
- June 03, 2019
Pegasystems users can now offer their customers support through text messaging and will be able to develop apps more easily with a new low-code platform.
- May 21, 2019
Pegasystems' recent acquisition of the digital messaging platform In The Chat brings Pega customers new communication channels and improves AI chatbot capabilities.
- April 30, 2019
New customer-centric tools book demos in Salesforce at a customer's bidding, automating processes that took multiple email messages and forms -- sometimes losing leads in the process.
- April 25, 2019
Salesforce.com bought Salesforce.org. Nonprofit Cloud customers mull changes they hope to see now that all Salesforce products are under one umbrella.
- April 05, 2019
LogMeIn Bold360 features new tools that will improve customer experience by streamlining communication, allowing agents to solve problems quickly, and managing bot involvement.
- June 21, 2016
Starbucks succeeds with price changes thanks to a knowledgeable consumer engagement strategy, while Wal-Mart has struggled given a lack of customer understanding.
- May 22, 2015
At the ICMI Contact Center Expo, users were interested in how to make their centers more efficient while serving customers in whatever channel they choose.
- August 15, 2014
In the era of multichannel retail, companies are struggling with customer data management, inventory fulfillment and more.
- November 04, 2013
The secret to modern multichannel CRM is engaging customers when they want it, how they want it. Read this tip by Brent Leary to learn more.
- June 13, 2013
Fresh from the ACCE conference, Lena J. Weiner reports on multiple exciting trends in CRM, including automated and social CRM.
- March 29, 2012
Industry experts say companies need to step up plans for cross-channel customer service or risk damaging customer experience management strategies.
- September 28, 2011
Communicating with customers through multiple channels is not a luxury, it’s a necessity. Find out how companies use CEM technology to craft a single view of the customer across channels.