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CallVU Launches Conversational IVR
The latest addition to CallVU's Digital Engagement Platform leverages AI for natural language understanding. (Featured on SmartCustomerService.com.)
L.L. Bean’s New Customer Service Policy: Overdue Change, or Major Mistake?
L.L. Bean sent many of its customers into a frenzy last week when it announced it was changing its lifelong guarantee policy. (Featured on SmartCustomerService.com.)
Voice of the Customer: CX Leaders Need to Become Customer Storytellers
Storytelling is a reliable, effective tool for representing the customer viewpoint.
Zaius Announces Zendesk Integration
The integration makes customer support data available to marketers, with the goal of attaining a more complete view of customers.
Nimble Launches Mobile CRM 3.0
Mobile CRM 3.0 is the latest version of Nimble's mobile contact relationship and pipeline manager.
LogMeIn Announces New A.I.-Equipped Bold360
The latest version of the Bold360 platform uses AI to power its self-service and agent-assisted engagement channels. (Featured on SmartCustomerService.com.)

Viewpoints (Web Exclusives)
As the industry continues to change (quickly), we once again need to debunk some new myths—albeit ones that can often be traced to outdated ideas about CRM.
Just as efficiency is critical to race preparation, efficient marketing operations is vital for modern marketers, who are tasked with more responsibilities than ever before.
It seems like a daunting project, but getting started is easier than marketers may think. Here's how.
More Viewpoints...
CRM Magazine, January/February 2018
The Contact Center in 2018: Helping Customers Help Themselves
This year, customers are demanding that service organizations build out self-service, automate where possible, and empower agents.
Tapping Into Social's Sphere of Influence
Digital influencers are the new stars of the internet, and the endurance of social media suggests they'll continue to be valuable. Here's what marketers need to know.
Include Sales in Customer Intelligence
Marketing and service teams know where customers came from, but do your salespeople?
Across the Wire
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