For companies such as Cisco, the IoT represents a wealth of untapped riches. The company, which recently reported a 7 percent year-over-year jump in revenue for the quarter ending in January, attributed some of its growth to the Internet of Things -- or as the CEO John Chambers referred to it, the Internet of Everything. He recently said that th...
Roughly a year after it acquired Parature, Microsoft last month unveiled the Spring '15 release of Parature from Microsoft. The new application, the first major release since the acquisition, adds to Parature's self-service and knowledge management functionality. The feature set focuses on increasin...
Users of Verizon Wireless' network and products will find it will be easier to opt out of the carrier's tracking activities. Verizon Wireless, similar to other carriers such as AT&T, has been using a "supercookie" identifier to follow smartphone users' mobile Web activity. This data is then pack...
Credit card users may be dismayed by findings MIT Researchers reported last week in the journal Science: Just a few pieces of vague non-identifying information, namely the dates and locations of four purchases, were enough to identify 90 percent of people in a data set of 1.1 million credit card use...
Part of my new year routine has been ordering new business cards. In this electronic age, they are the only things I actually print, and I'm a writer! Well, actually, in a few weeks I'll publish a book, Solve for the Customer, in paperback, and the two are related. I made a discovery while writing t...
Engage.cx just closed its first investment round -- $2.9 million in Series A financing. The round of participating investors is noteworthy, but for the CRM industry the real intrigue lays in Engage.cx's premise -- or rather, promise: how to present a unified cohesive customer service operation, no...
No, this is not an article about fracking -- drilling for gas and oil in shale. This is about "drilling down" into big data. We've been using the term for a long time and it provides a useful metaphor for data analysis. However, we've conditioned ourselves to think of drilling down only to a superfi...
The second half of the Top 20 Bloggers list is the half that holds the most surprises and fresh faces. This year, it also has the most variety -- from non-English speakers to blogs targeted at small businesses -- as well as plenty of marketing-oriented content. There also are some re-entries to the ...
The continuing rollout of platform technology is bringing many applications together to support better business processes. Not long ago, it was nearly impossible for back-office people to know about what the front office was doing. In fact, it was hard for marketing and sales to know how they were a...
The Consumer Financial Protection Bureau has introduced Owning a Home, a set of online tools designed to make it easier for consumers to comparison shop for the best deal in mortgage financing.
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https://www.crmbuyer.com/story/enterprises-are-trading-press-one-for-crm-native-ai-agents-177614.html
Enterprises Are Trading 'Press One' for CRM-Native AI Agents
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https://www.crmbuyer.com/story/ai-in-customer-service-efficiency-gains-workflows-still-fractured-177618.html
AI in Customer Service: Efficiency Gains, Workflows Still Fractured
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https://www.crmbuyer.com/story/silent-churn-is-the-biggest-customer-support-risk-177596.html
Silent Churn Is the Biggest Customer Support Risk
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https://www.crmbuyer.com/story/why-googles-universal-cart-means-brands-must-sell-to-ai-not-humans-178630.html
Why Google’s Universal Cart Means Brands Must Sell to AI, Not Humans
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https://www.crmbuyer.com/story/adobe-positions-itself-as-the-ai-control-layer-for-cx-180293.html
Adobe Positions Itself as the AI Control Layer for CX
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https://www.crmbuyer.com/story/revenue-tech-stack-sprawl-slows-ai-adoption-177637.html
Revenue Tech Stack Sprawl Slows AI Adoption
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https://www.crmbuyer.com/story/ai-can-grow-smb-revenue-if-it-moves-beyond-the-back-office-178623.html
AI Can Grow SMB Revenue — If It Moves Beyond the Back Office
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https://www.crmbuyer.com/story/workbooks-takes-on-crm-giants-with-plain-english-ai-177589.html
Workbooks Takes On CRM Giants With Plain-English AI
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