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June 05, 2019
Viewpoints
3 Reasons Why CRM Systems Are Even More Important for Small Businesses
30 May 2019
Customers expect to have closer relationships with small businesses, so having a CRM platform that is flexible, easy to use, and provides a 360-degree view of their history with you is critical.
New Metrics for the Era of the Customer
01 Dec 2018
Traditional key performance indicators need to be combined with new technologies, like customer journey analytics, to allow companies to anticipate and meet customer needs. (Featured on SmartCustomerService.com.)
Customer Experience
Customer Engagement Has a New Destination: the Digital Hotel
28 May 2019
Branded social communities can be re-imagined as rooms hosting private meetings, public seminars, and places to socialize
CRM Across the Wire
Pega Launches Customer Empathy Advisor, AI Connectors at PegaWorld
04 Jun 2019
Customer Empathy Advisor helps businesses tune AI to forge more mutually-beneficial relationships
Serviceaide Adds to Luma's Capabilities
04 Jun 2019
The Luma upgrade delivers new automation and skills-building capabilities to Serviceaide's virtual agent.
Calabrio Acquires WFO Provider Teleopti
03 Jun 2019
Calabrio will add Teleopti's workforce management solutions to its own customer experience offerings.
IBM Launches Watson Ads Builder
03 Jun 2019
Watson Ads Builder enables do-it-yourself conversational design.
SessionM Shares Data with DMPs
31 May 2019
SessionM is now helping marketers maximize their data management platforms for targeted digital advertising and look-alike acquisition campaigns.