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Martech budgets slashed, more layoffs loom amid COVID-19

April 7th 2021, 4:29:54 pm

Marketing budgets tend to represent about 10% of a company's revenue, and martech tends to consume about 26% of the marketing budget, said Gartner analyst Colin Reid.

Live conferences shift to virtual events, yield surprising results

April 6th 2021, 4:29:47 pm

Benefitfocus, an online platform that employers use to manage employee benefits, took its annual One Place conference for HR executives, analysts and insurance brokers online in March, using the ON24 digital experience platform.

Conversational AI to help with high demands in contact centers

May 29th 2021, 9:39:16 am

Call centers have experienced an influx of calls with limited staff due to COVID-19 lockdowns worldwide.

Customer service agents, chatbots dial up empathy in pandemic

April 6th 2021, 4:29:39 pm

Figuring out what's changing in pandemic customer support begins with collecting contact data.

ServiceNow CSM navigates pandemic, partners with Adobe

April 6th 2021, 4:29:36 pm

The Adobe integrations, announced at ServiceNow's Knowledge 2020 virtual user conference, accompanied demos of how government-sector users utilized the ServiceNow platform to develop customer service apps to automate problem-solving.

Salesforce Lightning App Builder adds low-code forms features

April 6th 2021, 2:12:54 am

While the forms that the Salesforce low-code Lightning App Builder will be able to make could be built before in Salesforce, it required developers to code them, Ellis said.

Pega adds unified messaging to customer case management

April 6th 2021, 1:45:55 pm

The unified messaging connected to Pega case management back-end systems has been in the works since Pegasystems acquired In The Chat, which integrates customer service teams with web chat, social media and text channels.

Salesforce coronavirus contact tracing platform goes national

April 7th 2021, 4:29:18 pm

Rhode Island first approached Salesforce in April to develop a database to make contact tracing more efficient.

Adobe releases AI tools for sales, marketing and e-commerce

May 29th 2021, 9:39:15 am

Marketers have two Adobe AI tools they can now use, Customer AI and Attribution AI.

Talkdesk adds virtual agents, rebrands CCaaS suite as CX Cloud

April 6th 2021, 4:29:06 pm

Connecting to enterprise collaboration tools helps agents find answers to customer questions more quickly, said Charanya Kannan, chief product officer at Talkdesk.

RevOps strategy keeps B2B sales moving during pandemic

April 6th 2021, 4:29:03 pm

RevOps gained popularity over the last few years as companies -- especially cloud SaaS vendors --overbought marketing automation and sales tech and struggled to pare back martech redundancies and rein in budgets, said Craig Rosenberg, co-founder of Topo, a research and advisory firm acquired by Gartner last year.

Pega Academy goes free with Trailhead-like badges

May 29th 2021, 9:39:14 am

Users of Pega Academy, Pegasystems' self-guided user and developer training site, will get to collect badges en route to earning certifications as the company unfurls a major refresh to the program.

Facebook Shops, Salesforce deliver quick e-commerce tools

April 6th 2021, 4:28:55 pm

In cooperation with its leading integration partners, Salesforce developed Quick Start Commerce Solutions for B2C and B2B businesses to enable e-commerce site setup in two to 10 weeks, depending on the complexity of the deployment.

Pegasystems debuts Pega Process Fabric CX integration tools

April 6th 2021, 4:28:50 pm

Pegasystems announced the new Pega integrations in conjunction with PegaWorld Inspire, the virtual version of its canceled live user conference.

Pandemic e-commerce trends point to massive growth

April 6th 2021, 2:12:54 am

While B2C-heavy U.

Magento e-commerce content tools get Adobe AI boost

April 6th 2021, 4:28:45 pm

While Adobe traditionally caters to large enterprises with its Experience Cloud, last year CEO Shantanu Narayen expanded Adobe's sales operations to cater to Magento's midmarket base.

SAP C/4HANA users describe e-commerce pivots amid COVID-19

April 6th 2021, 7:44:57 pm

While there were no major C4/HANA product releases connected to the Sapphire conference, users recounted stories of how they leaned on CX applications to quickly iterate new ways of providing sales and service to customers after many governments issued stay-at-home orders.

SAP C/4HANA leads discuss future of CX platform

May 29th 2021, 9:39:13 am

The SAP C/4HANA team -- like the rest of SAP -- saw new leadership take the reins last year.

Salesforce Trailhead adds Einstein AI for learners

April 6th 2021, 1:45:55 pm

Since mid-March, when most U.

Salesforce collaboration gets mobile boost with new app

April 5th 2021, 4:28:34 pm

Salesforce Anywhere and its parallel features in the desktop client came from Quip, a business applications and collaboration suite acquired by Salesforce in 2016 for $582 million.