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Salesforce CRM Analytics

Salesforce Launches CRM Analytics With New Features

A customer relationship management (CRM) solution from Salesforce has been retooled and relaunched with new features that incorporate artificial intelligence (AI)-driven insights directly into workflows, advances that Salesforce says can help...

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CX travel and hospitality products and customers

Travel & Hospitality CX Announcements by Cendyn, mParticle,, and Amadeus

The use of clean, relevant, and accurate data is critical to all aspects of providing great CX. In the travel & hospitality sector, as in others, this data can be used to provide a more personalized engagement with a brand. Well-managed data...

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AI customer service

Ayla Networks Uses AI to Predict and Prevent Customer Problems

Ayla Networks is using artificial intelligence (AI) and machine learning (ML) to process large amounts of customer data in real-time and help its clients predict and prevent problems with their devices and their networks. The company has two...

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Customer intelligence

Enterpret Launches to Support Customer Feedback Intelligence

Enterpret, a new company in the customer insights and feedback segment has launched, buoyed by a $4.3 million seed round led by Kleiner Perkins, with participation from Sequoia Capital India, Unusual Ventures, and angel investors. With offices in...

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chatbot customer support

Evaluating Chatbots for Customer Support Applications

A key technology used to aid in call deflection within a contact center is the chatbot, a text or voice-based interface that is deployed on the website or within an application to simulate conversation with users and seamlessly support users. Many...

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Zoom Contact Center

Zoom Launches New Contact Center CX Offering

Four months after failing on a multibillion-dollar bid to acquire a call center platform, video conferencing company Zoom now has its own contact center solution that is optimized for video interaction with customers, combined with unified...

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customer experience acquisitions and funding

M&A Update: Funding for AI-Related Tech and New Acquisitions

In this brief roundup, the big news consists of a case of fresh funding worth nearly half a billion dollars, juxtaposed alongside two flashy acquisitions—success, at last, in the first case for a celebrity buyer following a yearlong wait; and in...

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Artificial people

Soul Machines Raises $70 Million for Pioneering Work in Digital People

To hear it described by the folks at Soul Machines, the San Francisco-based technology company engaged in highly advanced artificial intelligence (AI) work, the metaverse and the digital world will soon be teeming with so-called “digital...

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digital banking

NAB Case Study: Supporting Interactions Through Digital Messaging

A key strategy being deployed by organizations seeking to improve their customers’ experiences includes leveraging both artificial intelligence (AI) and digital messaging, with the goal of supporting interactions with customers through the...

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Priya Vijayarajendran to Join ASAPP as Chief Technology Officer

Priya Vijayarajendran, the prominent artificial intelligence (AI) executive who led data and artificial intelligence (AI) initiatives at Microsoft, is joining ASAPP as chief technology officer (CTO) effective March 1. At ASAPP,...

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Conversational Bots for CX in Travel & Hospitality

The labor shortage in the travel & hospitality sector has continued to be a challenge as the Omicron variant swept through the industry, causing havoc during late 2021/early 2022 holiday travel. The use of chatbots in the travel sector is...

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Improving Insurance CX via Engagement and Technology

The insurance industry has undergone a considerable evolution over the past decade, as CX and customer service become key differentiators. Providing better CX is a combination of incorporating new technology with a more customer-centric mindset...

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Latest Research

Omnichannel Customer Engagement

Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of Omnichannel Engagement Strategies and Software

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CX for Contact Centers

Case Studies, Market Drivers and Barriers, and Market Sizing and Forecasts Focused on the Adoption of CX Platforms and Applications in Contact Centers

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CX Market Ecosystem

150 Key Players and Industry Participants Providing Offerings in Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Insights & Feedback, and Employee Experience

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CX in the Travel & Hospitality Industry

Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Employee Experience, and Customer Insights & Feedback: Market Analysis and Forecasts

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