The Top 15 CRM News Stories of 2019

From artificial intelligence--which has basically entered every square inch of the CRM technology stack--to robotic process automation and account-based sales and marketing, we at CRM magazine in 2019 introduced you, our readers, to many new and emerging technologies and industry trends. Below is a rundown of the top 15 news stories we published in 2019 based on audience engagement, web searches, and other metrics. It highlights just how much technology is shaping (or reshaping) customer service, sales, and marketing. 

Risk Aversion Is the Top Barrier to Marketing Innovation, Gartner Finds

Empathy Is Seen as the Path to Personalization

3 Customer Service Mistakes Disney Plus Made at Launch

5 Ways Brands Celebrated #CustomerServiceWeek on Twitter

Zendesk Unveils Gather and Sunshine Conversations Products

Forrester Unveils FeedbackNow 2.0

NICE Announces New Version of NICE Satmetrix

Agility, Speed Essential for Contact Center, Genesys Xperience Speakers Stress

Genesys Doubles Down on AI at Its Xperience Conference

MeaningCloud Partners with Automation Anywhere

MindTouch Enhances Salesforce Integration

Blackbird Launches Cannabis Industry-Specific CRM Platform

Toluna Patents Algorithm to Improve Panel Completions

ZoomInfo Launches Workflows for Sales and Marketing Automation

Confirmit Adds to Horizons Platform