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 ...

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 ...

Voice AI agents are a rapidly evolving area in the business world, moving far beyond simple interactive voice response (IVR) systems. The trend is significantly impacting both customer loyalty and ...

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 ...

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 ...

Studies show that marketers are cautiously investing in generative AI (GenAI) to enhance their marketing technology (martech) stacks. However, a gap between investment and understanding continues to ...

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 ...

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, ...

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, ...

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 ...