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CRM
Big CX News from Salesforce, HubSpot, SAP, & Medallia
Data & Analytics
Salesforce Launches Zero Copy Partner Network to Improve Tech Integrations
Voice of the Customer
Medallia Confirms CEO Joe Tyrrell Has Stepped Down
HubSpot Declares “Customer Experience Is Broken”, Unveils the “All-New” Service Hub to Fix It
WFO
Salesforce: Contact Center Agents Spend Just 39% of Their Time Servicing Customers
Oracle Brings More AI Capabilities to Service & Sales Teams
The Net Promoter Score 2.0? evaluagent Releases an Expected NPS Score
HubSpot “Reinvents” Content Marketing, Takes Commerce Hub Global
Verint Showcases Its Team of Bots That Automate Contact Center Quality Management
Calabrio Confirms CEO Exit, Releases New QA Tools
SAP Shares “Workforce Transformation” Update After Employee Pushback
Salesforce Backs Out of Informatica Deal, Reports
CPaaS Platforms: Trends, Industries, and Differentiators
Almost Half of Consumers Feel Customer Service Has Worsened Over Past 3 Years
Big CX News From Salesforce, Microsoft, Zendesk, & Vonage
Contact Centre
Vonage Reveals Revenue Decline, Cuts Back On Its Global Operations