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July 07, 2021

Viewpoints

How Language Translation Can Help Companies Regain Consumer Trust

By using a blended approach of human translators and AI, organizations can cultivate strong customer trust as the world continues to open back up.

NPS Fails to Provide Actionable Insight for Customer Service

Net Promoter Score by itself is not a metric to be used to change agent behavior or for process improvements. (Featured on SmartCustomerService.com.)

Connect

The 360-Degree Customer View Fallacy

Do we really need to know everything about customers?

CRM Across the Wire

Dentsu Acquires LiveArea on Behalf of Merkle

Dentsu has added LiveArea's commerce and customer experience portfolio to Merkle's customer experience management line.

Talkdesk Launches Talkdesk for Salesforce Service Cloud Voice on Salesforce AppExchange

Talkdesk customers now have an all-in-one solution that unifies phone, digital channels, and CRM data embedded within Salesforce Service Cloud. (Featured on SmartCustomerService.com.)

Sprout Social Integrates with Shopify and Facebook Shops

Integrations with Shopify and Facebook Shops help companies manage social commerce within Sprout's unified platform.

ZoomInfo Partners with LeanData

The ZoomInfo-LeanData integration enriches lead data.

SalesLoft Acquires Sales Strategy Firm InStereo

SalesLoft deepens its sales transformation consulting expertise with the InStereo acquisition.

Nimble Integrates with Microsoft Teams

Nimble's Microsoft Teams add-on lets users prepare for meetings, take notes, and ensure proper follow-ups.

Clarabridge Debuts Clara, an Intelligent Search Assistant

Clara will search across all customer feedback and interaction sources to give needed insights. (Featured on SmartCustomerService.com.)

Short Cuts

Goals and Challenges of IVR Modernization

Bespoken Chief Evangelist Emerson Sklar outlines the essential goals of modern, AI-powered IVR--reduced cost, increased throughput, and improved customer satisfaction--and the challenges organizations face in reaching those goals in this clip from his presentation at CX Connect 2021.

How Empathy Improves CX and Drives Outcome-Based Selling

Concentrix' Andy Bird and Will McCain discuss how an empathy-based approach to customer service can drive differentiated experiences in this clip from their presentation at CX Connect 2021.

Key KPIs for Outbound Call Centers

First Orion's Sara Hurst and Kent Nicholas explain how to deploy the right KPIs to measure the success of outbound call centers and branded customer communications in this clip from their presentation at CX Connect 2021.