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T-Mobile Now Offers Customer Support via iMessage
T-Mobile is the latest brand to become an Apple Business Chat partner, which means the company will now offer customer support via Apple's Business Chat tool. (Featured on SmartCustomerService.com.)
Scouting Report: Cloud Contact Center Solutions Continue Upward Trajectory
There's plenty of cloud-based excitement, though proliferation, compliance, and security remain issues.
3 Ways to Put the Human Element into Customer Experience
Recognizing and celebrating our collective humanity is more than a lofty goal—it's good business.
Bpm’online Updates Its Platform to Speed Digital Transformation
Version 7.12 includes more than 200 enhancements and features.
FICO Delivers Artificial Intelligence in the Cloud
FICO introduces its next-generation Decision Optimization and Enhanced Decision Management Platform.
Oracle Modern Customer Experience, Day 2: Oracle Provides Marketers with New Capabilities
As companies get more data, marketers have greater opportunities to increase revenue, Oracle's Marketing Cloud leader says.

Viewpoints (Web Exclusives)
Powerful new analytical tools can help B2Bs adjust prices to nail volume and profitability targets and tailor offerings to customer needs. But sales reps have to be on board.
By drawing correlations out of massive amounts of customer data, machine learning can better inform the sales process—and enable your reps to close more deals.
Direct-to-consumer brands are starting to dominate their industries, and here's what that means for e-commerce as a whole.
More Viewpoints...
CRM Magazine, April 2018
The 2018 CRM Service Awards
Our 15th annual recognition of innovation and success in customer service
The 2018 CRM Service Leaders
Our 15th annual recognition of innovation and success in customer service
Across the Wire
Catalina Launches Ad2Offer

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