MTX Group also partnered with Google Cloud to build vaccine distribution systems for public health authorities.
Google launched DialogFlow CX for customer service use that includes pre-built bots for verticals such as telecommunications, financial services, healthcare, retail and travel.
Headless commerce decouples the front end -- what customers see when they buy something -- from the back-end content repository.
On the B2B selling side, Oracle CX added hooks into the Oracle Digital Assistant, which enables salespeople to use voice commands to update CRM records, make a call or send email.
The emergence of consumer privacy laws and anti-spam legislation actually help email's viability as a marketing channel, said Arron Kooner, head of customer communications at Lounge Underwear, an online-only apparel startup based in the U.
Amazon remains mum about why it chose to acquire Selz instead of another e-commerce technology, or to build one itself, as it did with the Amazon Connect contact center platform.
Qualtrics Vaccine Navigator will likely be in use for several years to come, Bright said, as it may take that long to get COVID-19 under control -- especially if new coronavirus variants require booster shots that are now in development along with an FDA rapid review process to approve them without large-scale clinical trials.
When COVID-19 vaccine registration sites opened, the flood of people trying to make appointments caused a number of state government websites to crash.
The COVID-19 pandemic rewired field service management as service contracts, repairs and deliveries took on more touchless modalities.
Also available for Microsoft Dynamics 365 users are deeper integrations between Teams collaboration tools and CX applications.
Salesforce can't be faulted for giving its customers what they need to do business, Constellation Research analyst Nicole France said.
Jack McDonald, CEO of Upland Software, started his career as a mergers and acquisitions lawyer, and has built the company through an aggressive acquisitions strategy.
Boxever is an interesting acquisition, CDP Institute founder David Raab said, because while it is a strong company in the CDP space, its specialty is in the airline sector.
During the pandemic, customer service users asked for what amounted to "bespoke workflows" to enable remote work during social distancing and then for return-to-work protocols, said Dave Wright, chief innovation officer at ServiceNow.
Salesforce has added two features to its B2B marketing capabilities, Einstein Key Account Identification and Accounts as Campaign Members.
If 2020 had a breakout star, messaging would be it.
There’s no magic formula for agility.
Agile companies are pouring resources into online health centers, and with good reason.
With the world changing at lightning speed, agile support teams are finding ways to quickly adapt to the changing needs of their customers and their agents.
ServiceMax sprung from a 2008 Salesforce AppExchange developer contest; founders Athani Krishnaprasad and Hari Subramanian won $2 million in funding.