Brands are looking beyond traditional support metrics as more complex customer interactions test the limits of AI automation.

The next phase of enterprise CX may depend less on replacing human agents than on giving people and AI the same view of the customer.

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 ...

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 ...

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 ...

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 ...

As AI agents begin handling more online transactions, many e-commerce systems still assume a human is behind every interaction. That disconnect is creating new challenges for fraud prevention, ...

As artificial intelligence (AI) moves deeper into CRM and enterprise systems, it is opening a performance pathway that brings high-performance computing (HPC) capabilities to more industries. CIQ, the ...

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, ...

Salesforce used Dreamforce 2025 to do more than launch products. It declared a philosophical shift in how companies will operate -- what Salesforce’s longtime CEO Marc Benioff called the “agentic ...

SMB marketers may soon ditch tools such as Mailchimp, Outreach, and HubSpot for an all-in-one AI-powered CRM designed to help small teams create, send, and manage personalized campaigns without the ...

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 ...