- 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.
- March 24, 2011
Denis Pombriant explains why he expects lead management to become a major part of companies’ CRM plans in the next four years.
- October 28, 2008
Analyzing customer behavior is tricky, since a customer's behavior includes more than just their purchasing patterns. In this podcast, Don Peppers gives tips for tracking customer behavior, measuring a call center's ability to maximize customer ...
- May 30, 2007
Verint Systems has completed its $950 million purchase of Witness, the latest step in a rapidly consolidating market for workforce optimization and call recording.
- June 07, 2006
When Iron Age Shoes execs wanted to gain more insights into business processes, they chose Oracle E-Business Suite over competing products from Microsoft and SAP.