Contact center AI can cut costs and handle more volume, but rushed deployments risk frustrating customers, masking poor ...

AI-to-human handoffs are leaving customers repeating themselves. New research exposes the disconnect, while human-in-the-loop ...

One perk of being a technology analyst is getting samples of the latest devices to evaluate. A few weeks ago, Samsung sent me its latest premium foldable smartphone, the Galaxy Z Fold8 Ultra After ...

Embedding artificial intelligence (AI) in customer service operations is becoming commonplace, but the technology doesn't seem to be lightening the workloads of customer service reps. New research by ...

Following its rebranding from SugarCRM in early April, SugarAI is continuing its transformation from a traditional CRM vendor to a provider of AI-driven revenue intelligence. SugarCRM helped ...

Tension is building between legacy enterprise phone systems and a new, autonomous, agent-driven reality. For decades, the enterprise phone call has been the black box of CRM, creating a disconnected ...

CRM trends in 2025 will rely on artificial intelligence (AI) to move beyond hype and reshape customer relationships and experiences like never before. With innovations such as conversational AI and ...

Traditional loyalty programs are underperforming as brands shift toward advocacy-driven growth. To reduce customer defections, marketers must move beyond purely transactional models and adopt ...

Pipeliner CRM relaunched in April as Coevera, reflecting the company's effort to reposition itself beyond traditional customer relationship management software. The company says its redesigned ...

The push to deploy agentic artificial intelligence (AI) is creating a new challenge for enterprises running decades-old enterprise resource planning (ERP) systems. As companies add AI agents to ...

AI is changing the customer experience (CX) job market. As AI agents take on more calls, contact centers need people who can manage the technology, workflows, and systems behind those interactions.

Despite increased spending by many businesses, 2025 looks like a lackluster year for customer experience (CX) quality, according to Forrester Research. "For most brands, 2025 will be another year of ...