The July/August 2019 Digital Edition of CRM Magazine

Inside this Issue Top Story Salesforce to Acquire ClickSoftware for $1.35 Billion CRM Across the Wire Chatmeter Adds Google Q&A Feature to Social Suite Zappix Provides Upsell Opportunities During Contact Center Interactions Zendesk Launches Zendesk for WhatsApp Twilio Launches Conversations to Help Companies Create Cross-Channel Connections Luminoso Adds to Daylight to Accelerate Customer Feedback Analysis Twilio Launches SendGrid Ads Feature Viewpoints How Automation Can Give Us Back Our Empathy Customer Data Platforms: The Next Evolutionary Step for Marketing Automation Magazine Articles Gartner Identifies 3 Actions for Sales Leaders Following an Acquisition On the Website Upcoming Events Building the Analytics-Driven Operation | Comprehensive Advancing the Analytics-Driven Organization Building the Analytics-Driven Operation | Comprehensive Additional Links CRM RSS Feeds  CRM Evolution Customer Service Experience CRM Magazine CRM Newsletter CRM Research Reports CRM Event Calendar Other ITI Newsletters EContent Xtra ITI Newslink KMWorld Newslinks Online Video Playlist Smart Customer Service eWeekly Speech Technology eWeekly Streaming Media Xtra Streaming Media Europe Xtra Streaming Media Producer FOCUS Monday, August 12, 2019 The Essential Guide to Creating Efficient Customer Journeys Sponsored By: NICE Nexidia and TTEC Customer journey mapping and analysis are essential to creating customer paths that allow flexibility for exceptions but efficiency for the masses. Both of these critical exercises are essential for business leaders to experience their services through the eyes of their actual customers. Download this Best Practices Guide now! Top Story Salesforce to Acquire ClickSoftware for $1.35 Billion With the addition of ClickSoftware Salesforce is expected to upgrade Service Cloud and Field Service Lightning. CRM Across the Wire Chatmeter Adds Google Q&A Feature to Social Suite With Chatmeter's Google Q&A feature, companies can act on user-generated responses at scale. Zappix Provides Upsell Opportunities During Contact Center Interactions Zaapix begins providing targeted, automated advertising and upsell opportunities through its digital self-service technology. Zendesk Launches Zendesk for WhatsApp Zendesk's integration with WhatsApp Business API delivers customer conversations across web, mobile, and messaging. (Featured on SmartCustomerService.com.) Twilio Launches Conversations to Help Companies Create Cross-Channel Connections Twilio Conversations provides one unified API to scale group conversations across SMS, MMS, chat, and WhatsApp. (Featured on SmartCustomerService.com.) Luminoso Adds to Daylight to Accelerate Customer Feedback Analysis Luminoso Daylight now features advanced sentiment analysis in a no-code application for customer analytics    Twilio Launches SendGrid Ads Feature Facebook, Instagram, and Google Display Ad integrations enable marketers to extend the reach of their email campaigns to display and social ads. Viewpoints How Automation Can Give Us Back Our Empathy To make chatbots better at customer interactions, take them away from the IT team. (Featured on SmartCustomerService.com.) Customer Data Platforms: The Next Evolutionary Step for Marketing Automation Marketing automation systems, with their limited data and reach, are but a cog in the complex CDP machine that can collect, process, and leverage information through various tools and applications. Magazine Articles Gartner Identifies 3 Actions for Sales Leaders Following an Acquisition Sales leaders are uniquely positioned to mitigate risk and unlock value, a new report reveals Web Events Coming August 14, 2019 4 Contact Center Transformation Pitfalls (and How to Avoid Them) Coming September 11, 2019 Customer Support Transformation: The Leading Trends in Customer Support and Engagement Coming September 25, 2019 The IVR in the New Age of Voice Coming October 09, 2019 Creating Efficient Customer Journeys Coming October 23, 2019 Leading Self-Service Customer Support Trends in 2019 Coming November 06, 2019 2019 Contact Center Innovations Sponsored Videos Why Calabrio?   Reports and Research What's the Crucial Differentiator for Customer Experience? NICE 4 Ways to Empower Agents to Deliver Great Customer Experiences Five9 9 Reasons to Make the Move to a Cloud Contact Center Five9 Why Now is the Time to Move Your Enterprise Contact Center to the Cloud Five9 The Future is Now: Creating an Intelligent Cloud Contact Center to Deliver Exceptional Customer Experiences Five9 GDPR One Year Later – Where do we go from here? NICE Best Practices Series The Essential Guide to Creating Efficient Customer Journeys AI and the Contact Center: Radical Revolution or Methodical Evolution? Digital CRM The July/August 2019 Digital Edition of CRM Magazine Interested in advertising in a upcoming issue of CRM eWeekly? Contact: Dennis Sullivan Western Account Director 203-445-9178 dennis@destinationcrm.com Adrienne Snyder Eastern/Midwest Account Director 201-327-2773 adrienne@destinationcrm.com Corporate Address Information Today Inc. 143 Old Marlton Pike Medford, NJ 08055