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.

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 ...

Revenue teams are increasingly burdened by disconnected tools, and as AI moves into revenue workflows, those gaps are becoming harder to ignore. Instead of improving productivity, many revenue ...

CRM users in 2025 could easily describe their experiences as a struggle to extract real, tangible value from sophisticated systems, often hampered by fundamental human and operational issues. Whether ...

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 ...

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 ...

While brands are chasing customer data to deliver more value, consumers are drawing firmer privacy boundaries, according to the PwC 2025 Customer Experience & Loyalty Survey. Results show a ...

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 ...

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 ...