Kustomer Secures $60 Million to Improve Its Automation Capabilities

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Kustomer has secured a slate of highly recognizable brands as customers in the past few years, including Sweetgreen, ThirdLove, Ring, Glossier, Rent the Runway, Away, Glovo, and UNTUCKit. Now, the company has secured another $60 million in funding, bringing its total to nearly $174 million.

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AWS Launches Contact Lens for Amazon Connect

AWS Contact Lens helps businesses identify customer issues and trends, search call and chat transcripts, and improve agent performance.

Dec 04, 2019
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Improving Customer Satisfaction and Overcoming Information Silos Weigh Most Heavily on Call Centers

New survey by KMWorld and Unisphere Research with KMS Lighthouse pinpoints key contact center challenges.

Dec 02, 2019
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The Chatbot Market Is Poised for Massive Growth

According to one study, the market size is projected to grow from $2.6 billion in 2019 to $9.4 billion by 2024, a rate of 29.7 percent. A separate study found that the market is expected to grow 24 percent during 2018-2022.

Maria Minsker | Nov 22, 2019
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At Dreamforce, Salesforce.com Expands Voice Across Its CRM Application Portfolio

Salesforce unveiled several voice interfaces for its Customer 360 platform today at its annual Dreamforce user conference. (Featured on DestinationCRM.com.)

Nov 19, 2019
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3 Customer Service Mistakes Disney Plus Made at Launch

Despite the early success, including many more subscribers than analysts anticipated, the launch of Disney Plus wasn't without flaws. Here are the three biggest customer service mistakes the company made during launch week. (Featured on DestinationCRM.com.)

Maria Minsker | Nov 18, 2019
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Microsoft and Salesforce Expand Strategic Partnership

Salesforce has named Microsoft Azure as its public cloud provider for Salesforce Marketing Cloud and integrated Salesforce Sales and Service Clouds with Microsoft Teams. (Featured on DestinationCRM.com.)

Nov 14, 2019
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AT&T Drops the Ball on Customer Communication

In one move, the company continued to charge for a channel that had been blacked out for two months, and in another, it switched some customers over to a pricier plan without informing them first.

Maria Minsker | Nov 11, 2019