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Domain-specific BI vendors gain foothold with expertise

30 Aug 2019

While leading BI vendors target large audiences with their analytics tools, many other companies target a single specialized industry and use their expertise to best serve users. Read More

How are contact center vendors using APIs?

27 Jul 2018

APIs are gaining relevance, as contact centers move to a more omnichannel experience. API expert Tsahi Levent-Levi explains how contact centers work with CPaaS providers. Read More

Building enterprise-grade AI: Sberbank and AI Telekom

10 Dec 2019

Machine learning and artificial intelligence are growing beyond adolescence to prove business value. Practical applications at Sberbank and AI Telekom suggest getting machine learning data in one place, where data ... Read More

Customer relationship management vs business relationship management

08 Oct 2012

Business relationship management (BRM) and customer relationship management (CRM) are different, yet must work hand-in-hand Read More

Co-op pushes to make customer care teams more co-operative

06 Jun 2019

The Co-op operates in market segments ranging from funeral care to food, and its customer service strategy was disparate until it adopted Salesforce Read More

IT Priorities 2019: UK investment intent for AI intensifies, SaaS applications mature beyond CRM

19 Feb 2019

AI continues to strengthen as a focus for IT systems buyers in the UK, according to this year’s Computer Weekly/TechTarget IT Priorities survey, while cloud applications are maturing beyond CRM Read More

Business text messaging examples that engage customers

20 Dec 2019

Business text messaging is making its way into enterprise CRM. Texting is among the most personal contacts people receive, and with proper use, can enhance customer relationships. Read More

SAP Customer Experience Live 2018: SAP steps up C/4 Hana efforts

10 Oct 2018

SAP has used its Customer Experience Live conference in Barcelona to flesh out its C/4 Hana offer Read More

Gartner: Big data will transform customer relationship management technology

21 May 2013

CIOs need to start thinking how to integrate big data into their customer relationship management (CRM) systems, says technology analyst Read More

How experience-based differentiation can be a CX fast track

07 Oct 2019

CX is a top priority within organizations, but successful adoption can take time. A framework called experience-based differentiation can help businesses speed up the process. Read More