• People, technology make a customer experience management strategy work
• Contact center agent empowerment
• CRM industry trends
• A winning mobile engagement strategy requires integration, good design
• CEM marketing includes all employees
• Social media listening and analytics
• Salesforce.com’s Outlook integration user interface
• Oracle’s CRM-Outlook integration
• SAP’s CRM-Outlook integration
• Microsoft’s user interface for CRM-Outlook integration
• Oracle’s sales analytics mobile CRM user interface
• Microsoft Dynamics CRM mobile user interface
• Salesforce.com's mobile CRM user interface
• SAP's performance dashboard mobile user interface
• Sales dashboard from Salesforce.com
• Microsoft’s sales dashboard
• Screenshot of sales dashboard from Oracle Fusion
• SAP’s sales dashboard