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News on technology and trends in CRM, customer interaction and customer data.
Updated: 2 hours 28 min ago

Ten tips for implementing virtual agent chatbots

Mon, 01/15/2018 - 16:19
Think you're ready to turn over some of your customer service responsibilities to virtual agents? An expert offers 10 tips for implementing chatbots.
Categories: Industry News

Voice user interfaces coming to the enterprise

Fri, 01/12/2018 - 14:14
As enterprise UX becomes more critical, VUIs may usurp traditional interfaces. For now, learn from advice and experiments, such as FinancialForce's integration of Alexa.
Categories: Industry News

Survey marketing leads to sales insights for outdoor association

Thu, 01/11/2018 - 12:56
After decades of catering to the needs of known customers, outdoor retailers now see the light and are targeting old and new customers with data-driven marketing and sales initiatives.
Categories: Industry News

What key features do today's leading social CRM tools offer?

Thu, 01/11/2018 - 09:45
Before purchasing social CRM software, learn the important tools and services you should be looking for and which of today's leading vendors offer them.
Categories: Industry News

Taking on a virtual agent helps mint new wine connoisseurs

Thu, 01/11/2018 - 09:42
Having trouble selecting the wine that goes best with a special meal? And what if your preferred shop doesn't have it? Vivino helps you choose -- and, if needed, find -- the right wine.
Categories: Industry News

Retail AI predicts consumer behavior for targeted marketing

Mon, 01/08/2018 - 14:01
Not all of travel club Secret Escapes' members want to see all 140 last-minute sales it runs every week. AI marketing personalization tool Jetlore helps prevent over-messaging.
Categories: Industry News

Future of artificial intelligence in CRM rests with the bots

Thu, 01/04/2018 - 11:15
Chatbots may seem basic or rudimentary now, but just wait: AI advancements will take virtual agents to new levels of competency to engage customers.
Categories: Industry News

Accommodating GDPR email marketing regulations a top priority

Fri, 12/29/2017 - 17:16
Between new GDPR email marketing regulations and questions about AI, the marketing automation trends to watch might include an AI slowdown. Experts give mixed opinions.
Categories: Industry News

Adding voice, text channels in CRM for apps

Thu, 12/28/2017 - 14:39
When SpotHero wanted to create text and voice channels to enable agents to assist app users with parking their cars, Ujet was the ticket that made it work.
Categories: Industry News

Natural language driving proliferation of FB Messenger

Tue, 12/26/2017 - 13:18
Companies are incorporating chatbots with natural language capabilities to help improve customer experiences, and they are starting to reap the rewards.
Categories: Industry News

Looking ahead at trends in CRM in 2018

Fri, 12/22/2017 - 10:30
More AI capabilities, intelligent security and augmented reality should gain prominence for CRM users in 2018.
Categories: Industry News

This is the year CRM AI remakes sales automation

Thu, 12/21/2017 - 12:40
You've heard so much hype about AI, collaboration platforms and analytics in the past three years. This coming year, you'll implement these technologies and enable more sales automation.
Categories: Industry News

AI in retail delivers next-generation online personalization

Tue, 12/19/2017 - 12:19
Today, many companies market to broad segments because it's more efficient than one-to-one outreach. But each consumer has specific needs and wants. AI promises to fix this.
Categories: Industry News

The future of e-commerce and CRM: What to watch

Tue, 12/19/2017 - 11:59
Integrating e-commerce and CRM will become the norm as B2B and B2C operations look to mobile-first marketing to close sales, keep up with Amazon and derive revenue from AI.
Categories: Industry News

In the cloud, tools for data integration gain importance

Fri, 12/08/2017 - 13:45
Integration software has become a necessary tool for companies that use cloud-based software.
Categories: Industry News

Do customer service chatbots need to pass the Turing test?

Thu, 12/07/2017 - 16:33
Experts say organizations should focus on enhancing the customer experience with chatbots -- not so much on passing the legendary Turing test for artificial intelligence.
Categories: Industry News

Customer data analytics a slam dunk for the Spurs

Fri, 12/01/2017 - 14:41
The San Antonio Spurs adopted Kore Software to build on top of its CRM to help with customer experience.
Categories: Industry News

Third-party E911 services expand call management tools

Thu, 11/30/2017 - 17:30
In UC news, organizations are deploying third-party E911 services for additional call management capabilities, while Genesys announces a chatbot integration with Amazon.
Categories: Industry News

Where does our SMB start with marketing automation tools?

Thu, 11/30/2017 - 12:30
Small and medium-sized businesses looking to implement marketing automation should start with email, social media and internal communications tools, according to expert Matt James.
Categories: Industry News

The four social media CRM best practices you should know

Wed, 11/29/2017 - 14:33
As social media begins to play a larger role in customer interactions, social media CRM best practices are an increasing must-have for any organization trying to keep up.
Categories: Industry News

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