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.

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 ...

The customer experience (CX) outsourcing industry was built on a simple equation: more agents, more tickets handled, and lower operating costs. But that equation is collapsing. The new currency is ...

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 ...

Ghosting, mixed signals, and cold responses are not only deal-breakers in social settings. They also negatively impact the customer experience (CX). A recent e-commerce shopping report from business ...

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 ...

Could visual avatars flip the traditional customer experience (CX) script by providing a more human-like exchange? Research from AI-powered CX firm Cyara shows a psychological shift in consumer ...

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, ...

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 ...

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 ...

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 ...