Archive

Heap has introduced a new feature set for its autonomous customer insight platform. Non-destructive data modeling allows users to define and model new insights without touching the raw data structure, speeding up productivity. Virtual event definitions let users retroactively update metrics on the f...

One of the big stories of next year might be decentralization. Decentralization is what it sounds like: pushing centralized processes and decision-making to the periphery, where it is believed people can be more effective at dealing with whatever is on tap. Western democratic capitalism runs circles...

At some point, the discussion about artificial intelligence and sales is going to mature. Too many people still think AI for sales will resemble C-3PO, a bumbling assistant that gets in the way more often than not, or the Hal 9000, subverting the sales process in ways that endanger the very existenc...

Dreamforce is a bit like a holiday feast in that there are usually leftovers to savor. One of the stories that didn't get enough attention was Salesforce's path to becoming a carbon-neutral company. Time to savor it. Salesforce has made a monumental effort to switch to green electricity generation a...

Customer experience improvements have become an important part of companies' digital transformations, according to survey results Mitel released Tuesday. More than 2,500 senior IT decision makers across North America, the UK, France, Germany and Australia responded to the survey. The participants re...

Configure, Price, Quote systems have a name problem. When they debuted, their basic functions gave a name to the category that was self-explanatory, and it fit well. As with any good idea in technology, however, frequent use brought with it demand for more functionality that quickly outstripped the ...

Genesys on Monday unveiled a new integration between its customer management solution, Genesys PureCloud, and Amazon Lex at the annual AWS re:Invent conference. The integration will help businesses build and maintain conversational IVR flows that route callers more efficiently, by using artificial i...

Customer experience quality didn't improve in the retail industry this year, despite keen competition among online retailers, according to Forrester's U.S. 2017 Customer Experience Index. The three highest-ranked online retailers -- Etsy, QVC and Zappos -- came within fractions of a point of each ...

BrightFunnel this week announced the integration of its BrightFunnel Revenue Intelligence Suite with Microsoft Dynamics. The integration will let enterprise B2B marketing teams analyze the impact of marketing investments on their companies' business, BrightFunnel said. They'll be able to accurately ...

Content management is all about making sure that a product item page "has all of the information that a customer needs to buy an item or have a good experience with it afterwards," said Kenji Gjovig, VP of partnerships and business development at Content Analytics. "What goes into content management...

Show season changes the CRM market. One day you're in the vanilla application software space, and a week later you understand the need to incorporate social media or analytics or machine learning, or you see a need for enhanced integration and development through platform services. It goes on. Today...

Customers prefer human interactions to interactive voice response systems or other automated customer service offerings, according to a new report from B2B ratings firm Clutch. Businesses need to move carefully when outsourcing customer service operations, the research also suggested, because there ...

Dreamforce 2017 is in full swing this week in San Francisco, which means that Salesforce is changing, shedding a skin to reveal a new and improved creature. This time, rather than announcing a new cloud or a mountain of technology, the company seems focused on improving what it has and delivering a ...

Facebook on Tuesday announced that it was preparing a plugin to its popular Messenger platform that will allow a website's visitors to chat with a human or bot without leaving the location. Customer Chat is one of a number of changes in the version 2.2 update of Messenger platform revealed at the We...

Getting customers -- and keeping them -- is the name of the game in e-commerce. "The e-commerce market is crowded and noisy, and brands need to do everything they can to differentiate themselves from the pack," said Eric Hansen, CTO of SiteSpect. "Loyalty programs do just that, giving a brand the ed...