News

News

• November 11, 2019 11 Nov'19

  Upland Software extends its portfolio with CRO tool Altify

  Features offered by Altify include analytics with Salesforce Einstein and Tableau, relationship map visualizations and integrations with applications in the CRO tool ecosystem.

• November 07, 2019 07 Nov'19

  Small customer data platforms fend off big tech with service, features

  With Microsoft, Oracle and Adobe releasing customer data platforms, to be followed by Salesforce and SAP, small CDPs defend their turf with more features, better service and pricing

• November 06, 2019 06 Nov'19

  Inboundgeo Marketing Suite introduces new direct mail tool

  Clients' website visitors can receive direct mail with customized content within 72 hours of their visits with the new Content Derived Filtering tool, according to the company.

• November 01, 2019 01 Nov'19

  Adobe digital experience platform adds small businesses offerings

  Adobe is reaching out to small businesses with expansions to its product portfolio, which include Magento Commerce, Marketo Engage and Adobe Analytics Foundation among others.

• October 30, 2019 30 Oct'19

  Salesforce Trailhead to roll out live training videos

  By year's end, Salesforce will unveil a new set of live and on-demand video training classes to give users a new way to earn Trailhead badges and certifications.

• October 30, 2019 30 Oct'19

  Public sector's customer experience strategies analyzed, ranked

  Some U.S. government agencies use technology to earn high marks for CX. Others need improvement in areas that corporate marketing teams can learn from.

• October 29, 2019 29 Oct'19

  Salesforce Financial Services Cloud adds mortgage tools

  Salesforce pushes deeper into financial services with tools to make mortgage data collection easier, and to find upsell opportunities for customers looking for home loans.

• October 24, 2019 24 Oct'19

  Salesforce email marketing gets Einstein AI infusion

  Salesforce adds Einstein AI features to email marketing tools to find images and keywords and provide keyword analysis to help email campaigns succeed.

• October 23, 2019 23 Oct'19

  Rent the Runway CEO discusses IT challenges, CX strategy

  Rent the Runway CEO Jennifer Hyman shares the company's CX strategy, describes its customer data collection and use, and addresses recent IT upgrade challenges.

• October 23, 2019 23 Oct'19

  Ex-Salesforce exec Bob Stutz takes the reins of SAP C/4HANA

  Ex-Salesforce Marketing Cloud CEO Bob Stutz, known for jump-starting stagnating CRM and CX software at Siebel, Microsoft and SAP, returns to SAP to bolster C/4HANA CX cloud.

• October 22, 2019 22 Oct'19

  Digital experience projects balance CX, data privacy concerns

  Users want hyper-personalized, convenient experiences when they shop or stay at hotels, but brands must balance the thin line between convenience and invasion of privacy.

• October 22, 2019 22 Oct'19

  Adobe updates Magento Commerce, adds Amazon and Azure hooks

  Adobe continues to support Magento Open Source but adds Azure support and AI tools only to the commercial version of the vendor's e-commerce platform.

• October 21, 2019 21 Oct'19

  SAP launches Qualtrics CoreXM customer research tools

  SAP renames Qualtrics Research Core Qualtrics CoreXM and adds AI, enterprise analytics, dashboard tools and admin controls for data access.

• October 18, 2019 18 Oct'19

  Microsoft CDP pricing might prove attractive to midsize retailers

  With entry-level pricing of $1,500 a month, the new Microsoft CDP could attract midsize retailers.

• October 14, 2019 14 Oct'19

  Adobe's Marketo-Magento staff merger reveals midmarket push

  Adobe positions itself for the midmarket in the year following the acquisitions of marketing automation platform Marketo and e-commerce platform Magento.

• October 10, 2019 10 Oct'19

  Calabrio rolls out contact center self-scheduling technology

  The new technology aims to enable flexibility in scheduling for contact center agents and to reduce managers' workloads in monitoring and requests handling.

• October 10, 2019 10 Oct'19

  Salesforce Lightning Order Management boosts e-commerce

  Salesforce extends Customer 360 capabilities with a bundle of APIs to help users manage and track e-commerce orders and provide more detail to the customer as orders are picked, packed and shipped.

• October 08, 2019 08 Oct'19

  New website helps identify use cases for Salesforce AI

  Einstein's Guide to AI Use Cases is designed to help people identify use cases and Salesforce products for AI in different industries by determining which KPI is most important.

• October 03, 2019 03 Oct'19

  Zendesk Sell apps marketplace extends Sunshine CRM platform

  Zendesk's Sunshine CRM gets an apps marketplace built on its Sell sales force automation platform, adapted from the 2018 acquisition of FutureSimple's Base.

• September 26, 2019 26 Sep'19

  New Salesforce clouds focus on manufacturing, consumer goods

  Following the success of the Health Cloud, Salesforce is releasing new industry-specific cloud services for the manufacturing and consumer goods sectors.

• September 24, 2019 24 Sep'19

  Microsoft challenges Amazon with Dynamics 365 Commerce

  Microsoft broadens Dynamics 365 retail apps suite by introducing an e-commerce platform, as well as tools to track product data and intermingle physical and online retail data.

• September 24, 2019 24 Sep'19

  Salesforce rolls out new security add-on for Quip

  The new security add-on, called Quip Shield, offers encryption and customization capabilities tailored to companies' specific security and compliance needs.

• September 18, 2019 18 Sep'19

  Oracle CDP moves beyond marketing data

  As digital advertising and marketing leaders dig in on the importance of the CDP, others aren't so sure they need yet another tool to support and secure customer data.

• September 18, 2019 18 Sep'19

  Salesforce search about to get smarter with Einstein AI

  Salesforce will add Einstein AI to its cloud search functionality in hopes of better assessing context, personalization and reducing false hits for end-user queries.

• September 17, 2019 17 Sep'19

  Oracle CX Unity goes live, adds voice to digital assistant

  As Oracle CX Unity arrives, analysts debate whether it will be an upsell to current Oracle customers, or a challenger to Adobe, Salesforce and SAP CX platforms.

• September 16, 2019 16 Sep'19

  Nectar launches Customer Experience Assurance platform

  The new product includes features like auto-discovery and real-time alerting intended to enable contact center teams to test and discover network issues in a timely manner.

• September 12, 2019 12 Sep'19

  Oracle CDP coming in CX Unity, along with video cloud

  Oracle goes after Adobe and other CX platform vendors with new CDP-oriented sales, marketing, e-commerce and service hub, and adds a video platform to CX Unity.

• September 11, 2019 11 Sep'19

  Security, management updates made to LogMeIn Bold360

  LogMeIn has updated the search optimizer, monitor view and workload organization features in its live agent and chat bot customer engagement and AI software platform Bold360.

• September 11, 2019 11 Sep'19

  Adobe brings graph database to customer journey touchpoints

  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.

• September 06, 2019 06 Sep'19

  HubSpot Marketplace updated to get free CRM users to buy apps

  HubSpot introduces new features to marketing automation and CRM platform, and revamps its apps marketplace in hopes of driving revenue from newfound free-CRM customers.

• August 30, 2019 30 Aug'19

  CleverTap, Phiture launch customer engagement analytics framework

  AIC framework for customer experience analytics, developed in collaboration between CleverTap and Phiture, promises to give marketers actionable insight and improve CX.

• August 28, 2019 28 Aug'19

  RollWorks updates its account-based marketing platform

  New RollWorks features include account suggestions, Salesforce syncing and account groups to better align sales and marketing teams' efforts for potential customers.

• August 27, 2019 27 Aug'19

  Cisco to acquire CloudCherry for contact center CX

  Cisco plans to integrate CloudCherry's customer experience software with its contact center offerings. The acquisition is expected to occur by the end of October.

• August 22, 2019 22 Aug'19

  SAP Product Content Hub underpins CX initiatives in C/4HANA

  SAP SaaS tool integrates AI, APIs for pushing updated product content to e-commerce sites. It also gives sales, marketing and service teams using C/4HANA access to the content.

• August 21, 2019 21 Aug'19

  Salesforce DNSSEC project aims to boost site security, speed, uptime

  Salesforce, which juggles multiple DNS providers to serve customers while complying with global data-privacy regulations, spearheads new DNS models to enable deeper encryption.

• August 19, 2019 19 Aug'19

  LivePerson Inc. adds new capabilities to Maven AI

  Maven AI's updates are aimed at enabling new conversational commerce use cases. The new capabilities include Maven Assist, Maven AI-Powered Routing and Maven Developer APIs.

• August 16, 2019 16 Aug'19

  Marketing, sales tighten in LinkedIn Sales Navigator features update

  Lead lists and content-sharing features added to LinkedIn Sales Navigator give frontline salespeople more leads -- and more tools to engage them.

• August 15, 2019 15 Aug'19

  Metadata.io updates boost marketing personalization, automation

  Updates to Metadata's AI marketing platform include new usability features and improved automation to bolster its marketing personalization to target new and existing clients.

• August 15, 2019 15 Aug'19

  Salesforce-SNHU partnership helps students earn college credit

  A new partnership between Salesforce and Southern New Hampshire University enables students to earn college credit by completing guided learning modules through Trailhead.

• August 12, 2019 12 Aug'19

  Conversica AI platform receives upgrades for productivity

  Conversica's AI platform, Conversica AVA.ai, received upgrades that are intended to personalize communication with customers and improve productivity.

• August 09, 2019 09 Aug'19

  PromoteIQ acquisition diversifies Microsoft Advertising platform

  Microsoft expands its advertising platform to vendor marketing with the PromoteIQ acquisition.

• August 09, 2019 09 Aug'19

  Planned $1.35B Salesforce ClickSoftware buy beefs up field service

  Salesforce's ClickSoftware acquisition is aimed at improving Salesforce's field service management offering against SAP and Oracle.

• August 06, 2019 06 Aug'19

  Twilio Conversations, SendGrid Ads broaden cloud CX platform

  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.

• August 06, 2019 06 Aug'19

  Force Marketing introduces platform for personalized marketing

  Drive by Force Marketing is a personalized marketing video platform for car dealerships to increase engagement with returning and prospective customers.

• August 06, 2019 06 Aug'19

  CX product changes on tap at Salesforce, LogMeIn, Adobe

  CX products to watch for the rest of 2019: Adobe's planned CDP offering, Salesforce features from the Tableau acquisition and LogMeIn's AI-powered agent-assist tools.

• 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.

• 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.