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July 31, 2019 31 Jul'19
Adobe Experience Platform adds features for data scientists

New Adobe analytics features Query Service and Data Science Workspace are generally available on the Adobe Experience Platform after being announced in beta almost a year ago.
July 25, 2019 25 Jul'19
Increases expected from new Microsoft Dynamics 365 pricing

Microsoft's move to a la carte pricing for Dynamics 365 could lead to higher costs for some customers. The new pricing plan takes effect Oct. 1.
July 24, 2019 24 Jul'19
Customer success strategies stoke CRM engagement

Salesforce and other CRM providers use active customer service to increase customer engagement, solve concerns, train users and -- eventually -- bring in repeat business.
July 24, 2019 24 Jul'19
Salesforce Essentials adds direct messaging channels, telephony

Salesforce expands its small-business offering with tools to facilitate customer conversations on Facebook Messenger, Instagram, YouTube and web chat.
July 15, 2019 15 Jul'19
TechSee Smart uses AI vision to aid contact center support

TechSee Smart aids live agents in contact centers by using AI and deep learning to analyze customer product images, identify issues and guide customers through the resolution process.
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July 09, 2019 09 Jul'19
Nintex Sign powered by Adobe available for SharePoint users

With this update, SharePoint 2013, 2016 and 2019 enterprise users have access to Nintex Sign powered by Adobe Sign for native e-signatures, in addition to other Nintex Sign updates.
July 03, 2019 03 Jul'19
CloudEngage updates personalization platform, chat feature

The new generation includes upgrades to its segmentation capabilities. CloudEngage's chat product has also been upgraded to save visitor details for personalization.
June 27, 2019 27 Jun'19
Verizon CX boss: Bots slash costs, but humans build brand loyalty

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 27, 2019 27 Jun'19
8x8 Contact Center launches as a stand-alone CCaaS offering

8x8 Contact Center is a stand-alone, cloud-based contact-center-as-a-service offering, aimed at organizations that feel restricted by legacy contact center infrastructure.
June 25, 2019 25 Jun'19
New upgrades added to Ujet customer service platform

Ujet has added a handful of new features, such as workforce management, quality management and CRM to its Customer Support Platform.
June 21, 2019 21 Jun'19
Salesforce Customer 360 promises will be clearer in 2020

Salesforce expects to show off what customers are doing with Customer 360 at its next Connections conference in 2020, along with some new integrations.
June 20, 2019 20 Jun'19
Ada looks to improve chatbot handoff with AI-powered Ada Glass

To improve chatbot customer experience, Ada introduced Glass to its platform. Ada Glass connects customers with live agents directly within Ada's interface, according to the vendor.
June 20, 2019 20 Jun'19
Assist acquisition advances Conversocial chatbot service

Conversocial had rudimentary chatbots before acquiring Assist earlier this year, but now can deploy chatbots to take on more sophisticated customer engagements.
June 19, 2019 19 Jun'19
Helpshift launches omnichannel communication platform

Connected Customer Conversations is an omnichannel communication platform where a customer's information follows them from channel to channel for customer support.
June 19, 2019 19 Jun'19
Target glitch pits e-commerce vs. POS customer experience

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 18, 2019 18 Jun'19
Salesforce teases new CDP features ahead of fall release

Salesforce gives details about the makeup of its Customer 360 integration platform and features of the customer data platform that it plans to release this fall.
June 17, 2019 17 Jun'19
CoreMedia launches omnichannel content creation platform

CoreMedia Content Cloud-Marketing Connector enables omnichannel content creation. It also gives customers access to CoreMedia Content Cloud content management capabilities.
June 17, 2019 17 Jun'19
Deloitte's Heat launches Heat AI for trend predictions

Heat's AI-based advertising platform uses algorithms to gather and analyze customer data and then predict social trends up to 72 hours before they peak, according to the vendor.
June 17, 2019 17 Jun'19
Oracle and Adobe CDP war heats up, Salesforce close behind

The customer data platform market continues to simmer as large vendors such as Oracle, Adobe, SAP and Salesforce rush to catch up to smaller, more nimble CDP competitors.
June 13, 2019 13 Jun'19
Zendesk Duet ties sales, service platforms together

Zendesk courts enterprise customers with a chatbot SDK that extends self-service tech into internationally popular chat apps, while Duet bundles Zendesk Support and Sell platforms.
June 13, 2019 13 Jun'19
Selligent Marketing Cloud partners with Genesys for CX growth

Selligent paired its CX suite with Genesys Customer Experience Platform to improve customer experience by providing organizations with a full view of the customer journey.
June 12, 2019 12 Jun'19
Nuvi's sentiment analysis engine deciphers emotion, emoji and more

Nuvi's sentiment analysis engine enables organizations to interpret the true meaning behind text, images and emoji in order to get a more complete understanding of customers' experience.
June 10, 2019 10 Jun'19
$15.7B Salesforce-Tableau acquisition a direct shot at Microsoft

By acquiring Tableau, Salesforce dramatically strengthened its BI and data visualization capabilities. The move boosts Salesforce's ability to compete with Microsoft.
June 07, 2019 07 Jun'19
Companies entrust CX to customer service chatbots, but only so far

Depending on the vertical, chatbots can relieve human agents of simple, repetitive customer-support tasks. But brands await smarter tech to fully trust them with CX.
June 05, 2019 05 Jun'19
SurveyAdvantage launches new customer management service

LoyaltyLoop is SurveyAdvantage's newest service. It provides businesses with a platform to collect and manage customer feedback and reviews through surveys and reviews.
June 05, 2019 05 Jun'19
RedPoint Global mashes up CDP, DMP functions in new offering

RedPoint's Digital Acquisition Platform attempts to stop ads from chasing you around the internet after a purchase by mashing up CDP functionality with third-party DMP data.
June 05, 2019 05 Jun'19
LogMeIn Bold360 CX tool adds AI features for bots, human agents

LogMeIn bundled together Bold360 customer service tools as a single CX platform underpinned by its AI technology by rebranding some pieces and introducing some others.
June 04, 2019 04 Jun'19
Pegasystems Customer Empathy Advisor AI tool gauges ethics

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 03 Jun'19
Pega Customer Service adds digital messaging capabilities

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.
June 03, 2019 03 Jun'19
Adobe debuts Qualtrics plugin, Magento-Amazon D2C features

Adobe moves forward with an SAP Qualtrics plugin to measure voice of the customer on Experience Platform and strengthens Magento customers' Amazon presence with new features.
May 30, 2019 30 May'19
Salesforce blockchain development tool for CRM platform unveiled

Blockchain has grown beyond its high-profile use case as the technology behind Bitcoin and other cryptocurrency. Salesforce is the latest tech company to bet big on blockchain.
May 29, 2019 29 May'19
Contact center-as-a-service platforms here, but face hurdles

Cloud contact center platforms offer promise, migrating agents into a flexible environment. Contact centers, a long-established on-premises IT world, are slowly starting to adopt them.
May 23, 2019 23 May'19
Verint launches VOC software, gathers omnichannel feedback

Verint has launched Verint Unified VoC, which provides organizations with a full, accurate view of customer desires and preferences, according to the vendor.
May 22, 2019 22 May'19
Salesforce outage exposes Pardot marketing automation data

Salesforce's 15-hour outage may not scare away users. But it might get them to use more encryption, as the outage exposed customer marketing automation data in the GDPR era.
May 21, 2019 21 May'19
Pegasystems acquires In The Chat digital messaging platform

Pegasystems' recent acquisition of the digital messaging platform In The Chat brings Pega customers new communication channels and improves AI chatbot capabilities.
May 20, 2019 20 May'19
Sparkcentral virtual agent framework blends AI, live agents

Bring Your Own Bot, Sparkcentral's virtual agent framework for chatbots, blends live agent and virtual agent assistance to augment the customer experience.
May 16, 2019 16 May'19
Leanplum, Amplitude unite for personalized mobile marketing

Leanplum and Amplitude have united to combine Leanplum's mobile marketing engagement with Amplitude's product intelligence for more personalized mobile marketing.
May 16, 2019 16 May'19
New Salesforce FoundationConnect designed for grantmakers

Salesforce.org has launched FoundationConnect, a CRM platform designed specifically to make managing the philanthropic lifecycle easier for nonprofits.
May 15, 2019 15 May'19
Effective customer surveys help contact centers drive CX

As companies try to figure out who will run customer experience initiatives, contact centers make a strong case for the customer support team, using the right technology.
May 14, 2019 14 May'19
CX initiatives driving contact center technology trends

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 08, 2019 08 May'19
Act-On launches Adaptive Web, AI-based personalization tool

Adaptive Web, an AI marketing software tool by Act-On, makes real-time content suggestions to increase user web engagement without the direct aid of a marketer.
May 08, 2019 08 May'19
Einstein Analytics for Financial Services enhances banking CX

Salesforce's new analytics tools for financial services follow AI advancements from IBM Watson and Acquia upgrading customer experiences in retail banking and wealth management.
May 07, 2019 07 May'19
Salesforce announces Pardot Business Units, coming this summer

Pardot Business Units, an automated marketing platform, provides large companies with a way to coordinate and personalize marketing efforts across the business.
May 07, 2019 07 May'19
Oracle's CX strategy points toward real-time responses

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.
May 06, 2019 06 May'19
ICMI co-founder on contact center technology trends

Contact center technology stacks now include pervasive AI and CX-oriented tools, enabling agents to do a better job more efficiently, said ICMI co-founder Brad Cleveland.
May 03, 2019 03 May'19
Google launches CallJoy small-business phone service

Google has launched CallJoy, a new cloud-based phone service that provides small businesses with automated phone agents for customer service for $39 per month.
May 03, 2019 03 May'19
IBM marketing automation sell-off represents market shift

IBM divests itself of marketing automation tools, but they will likely live on as the new parent company combines them with other acquisitions to incubate a new integrated CX stack.
May 02, 2019 02 May'19
Impartner PRM integrates with Microsoft Dynamics 365 for sales

Impartner's collaboration with Microsoft delivers Impartner PRM for Microsoft Dynamics 365, a PRM sales software that gives users immediate access to direct and indirect sales data.
May 01, 2019 01 May'19
Infor launches new CRM mobile app for CloudSuite

Meeting mobile needs is key for Infor, which just released its Infor CloudSuite CRM Mobile application for iOS users. The app will provide access to important information on the go.
April 30, 2019 30 Apr'19
Online scheduling platforms open new channel for customers

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 25 Apr'19
Upgraded Salesforce Sales Cloud features boost productivity

With AI enhancements, the new cohort of Sales Cloud features will minimize busywork and increase productivity of sales reps, according to Salesforce.
April 25, 2019 25 Apr'19
Salesforce buys Salesforce.org: What that means for customers

Salesforce.com bought Salesforce.org. Nonprofit Cloud customers mull changes they hope to see now that all Salesforce products are under one umbrella.
April 24, 2019 24 Apr'19
CDP Institute releases customer data platform certification

While waiting for Salesforce to release a customer data platform and for Adobe to perfect its newly released CDP, RealCDP certification aspires to validate CDPs available today.
April 24, 2019 24 Apr'19
CDP vs. DMP: Vendors battle for marketers' budgets

Customer data platforms and data management platforms have overlapping features, as vendors vie for marketers' IT budgets. It may not matter, as Adobe and Salesforce join Oracle in the game.
April 17, 2019 17 Apr'19
Salesforce adds OCR, translation, AI app builder to Einstein platform

Salesforce enables no-code AI app development, as well as optical character recognition, translation and services to extend Einstein predictive modeling tools into external apps.
April 16, 2019 16 Apr'19
Infor launches Infor CloudSuite for customer management

Infor has released the Infor CloudSuite CRM cloud-based application, a program for companies to track customer lifecycles, sales and marketing analytics.
April 15, 2019 15 Apr'19
AI sales forecasting tools soothe sales-marketing rivalries

Sales forecasting vendors such as Clari extend reach into enterprise marketing, leveling the data and, with AI, solving an old problem: conflicting numbers on quarterly forecasts.
April 11, 2019 11 Apr'19
Google Cloud for Retail debuts, Contact Center AI makes inroads

Google takes on cloud competitors by making an AI-rich home for online and bricks retailers with new suite. Also: Google Call Center AI extends to Genesys, Avaya, Salesforce, more.
April 10, 2019 10 Apr'19
Reimagined customer experience mobile apps driving new sales

Mobile and lightweight web apps aren't new. But digital teams driving demand generation is new, thanks to marketing automation platforms that can personalize the pitch.
April 08, 2019 08 Apr'19
Microsoft releases Dynamics 365 Nonprofit Accelerator update

A newly released second version of Dynamics 365 Nonprofit Accelerator doubles the size of the CDM and allows better management of all user data for nonprofits.
April 05, 2019 05 Apr'19
Salesforce Classic nearing end of life, but not dead yet

Salesforce's Lightning UI debuted three years ago, and the vendor stopped adding features to its predecessor, Classic. Customers cling to Classic, despite a big push for Lightning.
April 05, 2019 05 Apr'19
LogMeIn Bold360 updates improve chatbot customer experience

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 29 Mar'19
Adobe-Microsoft-SAP Open Data Initiative gains momentum

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 29 Mar'19
New Oracle Eloqua features, integrations collect actionable CX data

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 27 Mar'19
6 must-know customer experience technology trends

Our customer experience technology trends survey of 250 North American tech buyers and influencers reveals that the CRM to CX migration is well underway.
March 27, 2019 27 Mar'19
Relax, Adobe Marketo still plans to support Salesforce customers

Marketo VP Matt Zilli discusses what's next for the marketing automation platform, especially in regard to what devoted Marketo customers who use Salesforce CRM can expect.
March 27, 2019 27 Mar'19
Adobe Experience Platform unites Magento, Marketo, customer data

Adobe makes a play for customer experience leadership by adding Magento- and Marketo-based clouds and building it on the Adobe Experience Platform foundation to unify the data.
March 22, 2019 22 Mar'19
AWS DCX Competency vets cloud customer experience partners

The AWS Digital Customer Experience Competency for content management, e-commerce, service and marketing automation certifies partners for infrastructure and security to create cloud CX.
March 21, 2019 21 Mar'19
Adobe Experience Platform likely to get boost, Adoption Scoring debuts

Adobe Experience Platform (formerly Adobe Cloud Platform) focus of Summit, as analytics, AI and open-data initiatives with Microsoft and SAP converge.
March 15, 2019 15 Mar'19
Microsoft Government Community Cloud adds Teams, Dynamics 365

U.S. government agencies are undergoing a digital transformation, and Microsoft hopes that upgrades to its Government Cloud lineup will make its platform part of that change.
March 12, 2019 12 Mar'19
Salesforce strategy focuses on integration, customer data

Salesforce's strategy for 2019 and beyond includes better data integration and more plans for MuleSoft, Customer 360 and Salesforce Essentials.
March 06, 2019 06 Mar'19
SurveyMonkey acquisition of Usabilla adds website feedback

SurveyMonkey, by adding website and app feedback capabilities from Usabilla to its survey software platform, now has a more robust offering for enterprise customers.
March 01, 2019 01 Mar'19
Microsoft mixed reality software comes to smartphones

Microsoft is adding mixed reality capabilities for sales departments and for customer service, extending the features beyond their HoloLens headset and onto smartphones.
February 20, 2019 20 Feb'19
How Salesforce Einstein machine learning makes AI practical

As it evolves, Salesforce's Einstein AI serves the needs of a growing number of organizations and takes the guesswork out of why certain decisions are made.
February 11, 2019 11 Feb'19
Verint acquisition of ForeSee gives VOC software an upgrade

By combining Verint and ForeSee, users can capture customer interactions through SMS and customer surveys, as well as through online traffic and digital channels.
January 28, 2019 28 Jan'19
Adobe Magento Commerce Cloud adds progressive web apps

Adobe is upgrading its e-commerce product by adding AI-fueled image-search capabilities and progressive web application building tools to Magento Commerce Cloud.
January 18, 2019 18 Jan'19
AI-fueled Verizon Digital CX targets virtual contact centers

Telecom giant Verizon is boosting its software business with an AI-based CX system for contact centers, with tools for virtual and live agents, authoring and social engagement.
January 15, 2019 15 Jan'19
CX strategy a vital part of modernizing a business

Consumers are providing retailers with more data than ever before, with expectations that they will receive a personalized experience. But that can be challenging for retailers.
January 14, 2019 14 Jan'19
Salesforce e-commerce upgrades put focus on mobile

Salesforce Commerce Cloud mobile-centric, consumer-focused upgrade unveiled at NRF 2019 conference, including Einstein Visual Search and Einstein Recommendations.
January 07, 2019 07 Jan'19
Salesforce High Velocity Sales boosts inside sales

High Velocity Sales includes Salesforce tools, such as Einstein Lead Scoring, Lightning Email, Sales Cadences and Work Queues, with more features expected in later 2019 releases.
January 07, 2019 07 Jan'19
HubSpot Ventures to strategically fund friendly startups

HubSpot remembers the financial backing it received as a new company and creates its own $30 million venture fund to invest in startups that align with the HubSpot mission.
January 04, 2019 04 Jan'19
Salesforce Lightning Web Components adds JavaScript model

By moving toward a standard-based JavaScript model, Salesforce is appealing to millions of JavaScript developers by making it easier to build custom apps on Salesforce Lightning.
December 24, 2018 24 Dec'18
2018 in review: CRM morphs into CX software

Acquisitions and new products marked a busy 2018, with vendors like Salesforce, Adobe and SAP making splashy acquisitions while refocusing on customer experience.
December 20, 2018 20 Dec'18
Salesforce CX, AI, integration tools are 2019 trends to watch

As the world pivots from CRM to customer experience management, Salesforce makes its own moves with research showing millennials value CX over the actual goods or services received.
December 17, 2018 17 Dec'18
Salesforce acquisitions a big part of CRM vendor's busy 2018

Again, 2018 showed how important acquisitions are to Salesforce's growth and expansion into markets such as AI, e-commerce, integration and collaboration.
November 29, 2018 29 Nov'18
Managers learn AI basics with Salesforce Einstein Discovery

With many successes and failures, companies create their own AI apps with the use of Einstein Discovery. Users discuss their experiences along the way.
November 19, 2018 19 Nov'18
Zendesk CRM moves beyond customer service into CX

Zendesk moves on from focusing solely on customer service by adding analytics, sales force automation and CRM capabilities, while also providing third-party integrations on AWS.
November 16, 2018 16 Nov'18
Zoho CRM Plus gets AI boost, aims to connect departments

Zoho's new CRM release may help bring departments together, but it's unclear if the flood of AI tools and more data sharing will differentiate the vendor in the robust CRM market.
November 13, 2018 13 Nov'18
SAP CX move with Qualtrics challenges Salesforce, Oracle

By acquiring Qualtrics, SAP is expanding beyond ERP and entering the CX space, challenging market leaders Salesforce, Oracle and Adobe. It also is expanding its HR tech suite.
November 09, 2018 09 Nov'18
Cloud e-commerce IT battle pits content management vs. CRM

ERP-based and stand-alone e-commerce systems dominate the market. As more companies go to the cloud, CRM and CMS vie to be the next foundation of e-commerce.
October 25, 2018 25 Oct'18
Adobe Magento Commerce Cloud brings e-commerce muscle

After acquiring Magento for $1.7 billion earlier this year, Adobe has integrated its commerce product into Adobe Experience Cloud for both enterprises and SMBs.
October 23, 2018 23 Oct'18
Oracle CX Unity unveiled at OpenWorld

In an attempt to compete with Salesforce, Oracle unveils Subscription Management, a software tool to help users manage the growing number of consumer-facing subscription products.
October 22, 2018 22 Oct'18
FinancialForce adds Einstein Analytics to back office

FinancialForce added an analytics layer to its Professional Services Automation product to help its users find better insights in their back-office applications.
October 17, 2018 17 Oct'18
Pipeline podcast ranges over Dreamforce news

Einstein Voice, Customer 360, Salesforce partners and all things Dreamforce. The Pipeline podcast takes on these developments and takes an inside look at Salesforce Tower, too.
October 10, 2018 10 Oct'18
Google Analytics for Salesforce helps users scour web data

Salesforce will sell Google Marketing Platform products on its own site in North America, strengthening the partnership between the two software giants.
September 26, 2018 26 Sep'18
Salesforce Einstein Voice, Customer 360 data sharing on deck

Salesforce users to benefit from new and extended partnerships with Apple, AWS and IBM, the upcoming Customer 360 integration tool and Einstein Voice.
September 26, 2018 26 Sep'18
Salesforce Health Cloud roadmap boasts payer tools, CX, AI

Salesforce users in healthcare get tools that bring membership and benefits data and insurance utilization and claims data analysis tools into Health Cloud.
September 26, 2018 26 Sep'18
Clicks-and-bricks one-up online companies with behavioral data

Physical stores and banks are closing, losing ground to more agile online competitors. Technology and data can help them fight back.
September 25, 2018 25 Sep'18
Salesforce AI users reveal pros and cons

Salesforce Einstein users shared their experiences with the AI tools, including the challenges of getting the C-suite to buy in.
September 24, 2018 24 Sep'18
Open data, customer experience AI the focus for retail automation

AI is infusing the customer experience not only online, but in stores. At Ignite, SAP, Adobe and Microsoft joined forces for the common goal of sharing data to push AI even further.

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