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MaritzCX has unveiled preconfigured B2B customer experience templates that monitor key financial indicators; metrics for customer touchpoints, including NPS and OSAT; business-specific outcomes; and overall account performance. The dashboards are integrated into the MaritzCX Technology Platform. "Th...

B2B customer support firm TeamSupport has added sentiment analysis technology, powered by IBM's Watson, to its customer relationship platform. The new tech provides automatic text analysis of email or chat responses to assess how a customer feels, so customer support teams can prioritize and persona...

Amazon has expanded Prime Wardrobe to all Prime members, after beta-testing the service on an invitation-only basis for a year. Prime Wardrobe is included in Amazon Prime memberships at no additional charge. "This is going to be an immensely valuable service for Amazon which will increase consumers'...

Large corporations are not the only businesses governed by Europe's GDPR, which became effective last month. Small and mid-sized businesses also are subject to its provisions. The regulation applies to the processing of personal data of individuals in the EU by an individual, a company or an organiz...

Mobile sales and business-to-business e-commerce platform Handshake has teamed up with Square to provide easy B2B ordering and payments via an app that enables a seamless workflow between the two companies' products. Using the app, B2B sellers can accept all major credit cards and see their money de...

Salesforce has announced integrations between its Marketing Cloud and Google Analytics 360 that equip marketers with a broad range of new capabilities. Marketers can view consumer insights from both Marketing Cloud and Analytics 360 in a single journey analytics dashboard to better analyze cross-cha...

The gap between B2B buyers and sellers has been growing. More than 70 percent of B2B buyers preferred to wait to engage a seller until the latter demonstrated a clear understanding of its needs, a CSO Insights survey found. Nearly 58 percent of buyers saw little difference among sellers; more than 1...

No-fee mobile bank Chime recently announced a $70 million Series C funding round led by Menlo Ventures. With the Series C funding, the company has raised more than $100 million in total funding. Investors seem to have confidence in Chime's business model because "it's very clean with extremely low o...

A significant percentage of IT systems are cloud-based, according to a recent survey. The cloud is a key enabler for emerging technology, suggests the CompTIA poll, which was conducted last month. Cloud computing was one of four trends respondents expected to feature heavily in IT conversations over...

In response to the migration of health services to the cloud, vendors have been partnering with various organizations to gain a foothold in the market and to test out their solutions. One of the cloud's major selling points is security -- but it is not as safe as it's made out to be. Google Cloud "r...

The cloud offers a host of potential uses, according to the healthcare industry and academic medical center representatives who participated in a HIMSS survey. Application hosting was the top use, identified by 90 percent of the respondents. Other potential uses cited: disaster recovery and backup, ...

NICE has debuted its NICE Employee Virtual Attendant, or NEVA, a process automation bot powered by the company's desktop automation technology. With chatbot capabilities, NEVA "is designed for both front- and back-office employees," said NICE VP Oded Karev, head of advanced process automation. Emplo...

HubSpot has rolled out platform integrations with Shopify and Workplace by Facebook, which are designed to support the marketing and sales efforts of small and mid-sized businesses. The Shopify integration lets e-commerce marketers sync specific merchant sales data from Shopify into HubSpot for use ...

Consensus, which offers a Software as a Service platform for intelligent video demo automation, this week released Consensus Snap, a Chrome plug-in for business-to-business sales teams. Snap enables sales reps to record, send and track personalized screenshot video demos on the fly. Users can activa...

Worldwide customer relationship management software revenues totaled $39.5 billion in 2017, eclipsing database management systems, the former market leader. DBMS had worldwide revenues of $36.8 billion last year, and it "has been the biggest software segment for years, noted Julian Poulter, research...

Data science has become mission-critical to many enterprises. Companies in the U.S. will spend billions on third-party audience data in 2018 and even more on third-party solutions to use that data, as they move toward becoming model-driven. It's not just a matter of harvesting data and then crunchi...

Inbenta has released new application programming interfaces and software development kits that let enterprises customize chatbots. The company offers an artificial intelligence-powered natural language search and conversational platform. The new APIs and SDKs facilitate a number of chatbot capabilit...

Facebook has taken down more than 270 pages and accounts operated by the Internet Research Agency, a Russian troll farm, CEO Mark Zuckerberg announced Tuesday. IRA trolls and ads were involved in Russia's attempts to interfere with the 2016 United States presidential elections, and the trolls have ...

Many small and mid-sized businesses, especially etailers, conduct a substantial amount of their business on Facebook. Eighty percent of U.S. businesses with 250 employees or less use Facebook for marketing, suggest results of a G2 Crowd survey eMarketer cited in a report released last month. Seventy...

Jacada has released V. 10.0 of its Jacada Interact platform, which supports its new Autonomous Customer Experience Suite. The CX Suite lets enterprises design and automate assisted-service or self-service business flows, and then use them in multiple channels to standardize and optimize customer ser...