A message that works in one market can miss the mark in another, harming brand impact due to cultural nuances.

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 ...

Artificial intelligence (AI) can handle customer service inquiries and collect information about the problems customers need resolved. But when a conversation requires human assistance, that ...

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 ...

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 ...

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 ...

Agentic AI's potential for improving customer satisfaction and streamlining workflows is bolstering its appeal in customer service circles and fueling what could be a US$47.1 billion market by 2030, ...

NiCE Interactions 2025 marked a pivotal moment in the company’s evolution, not just as a premier provider of customer experience technology but as a forward-looking orchestrator of human-centric, ...

AI tools powered by high-quality data are transforming CRM into a revenue-driving engine. When marketing, sales, and service align, real ROI follows. The challenge is to provide timely and relevant ...

Agentic AI is poised to advance beyond serving as a digital assistant to becoming an independent purchasing agent for businesses. According to audit, tax, and advisory services firm PwC, 79% of ...

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 ...