A website inquiry is only valuable if it reaches someone who can act on it. AI agents promise a smoother handoff, but speed ...

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 ...

In the fast-paced world of digital media, many businesses still treat public relations (PR) as a shortcut to instant visibility — and misunderstand how it actually drives results. The reality is far ...

Enterprises are pushing artificial intelligence deeper into customer service operations, including live interactions where voice, context, and human judgment present greater challenges for automation.

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 ...

Many companies are investing heavily in flashy customer experience (CX) technology, yet customers still aren’t seeing the meaningful improvements they expect. Why? Businesses are falling into the over ...

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 ...

Digital advertising can track nearly every click, but connecting ad exposure to real-world sales remains difficult. Even in an era defined by big data, many businesses still cannot reliably measure ...

Many organizations delay commercial AI initiatives because their CRM data is incomplete, inconsistent, or poorly maintained. According to consultants at Blue Ridge Partners, waiting for perfect data ...