Customer experience CX management
- September 11, 2019
With a graph database to track touchpoints from different devices -- and a Photoshop-esque interface -- Adobe Customer Journey Analytics avails data science tools to marketers.
- August 06, 2019
Twilio extends its customer communications platform to support MMS, SMS and WhatsApp chat, as well as to support ad campaigns for Facebook, Instagram and YouTube.
- 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 14, 2019
Making contact center agents more present across all channels is a new focus, as tech vendors rush to give customer service operations more tools to improve customer experiences.
- May 07, 2019
As data increasingly becomes key to an effective CX implementation, Oracle's CX strategy points to what technology it's focusing on to win over corporate customers.
- 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.
- March 29, 2019
It wasn't a marketing scam announced last year: An alliance takes clearer shape, as Adobe, Microsoft and SAP cooperate on a common data model for ERP, CRM and marketing automation.
- March 29, 2019
New integrations and updates for Eloqua, Oracle's B2B marketing tool, emphasize the importance of actionable data in delivering a positive customer experience.
- March 27, 2019
Our customer experience technology trends survey of 250 North American tech buyers and influencers reveals that the CRM to CX migration is well underway.
- April 21, 2017
After tiring from limited and ineffective Excel reports, app company Shazam turned to Salesforce Wave Analytics to quickly extract insights and create actionable reports from data.
- January 14, 2014
ICMI's Sarah Stealey Reed offers her insights about CRM trends in 2014, including emerging channels and the importance of getting the right data.
- August 20, 2013
Consultant Dayna Steele explains how effective CRM and being a rock star have a lot in common.
- October 31, 2012
A majority of human resource departments fall behind in customer experience efforts by not engaging employees, a study found.