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. CX leaders report high satisfaction with outsourcing providers, ...

Agentic AI is adding new complexity to legacy ERP modernization, forcing CIOs to rethink data architecture, integration, ...

Inflation and economic uncertainty are putting new pressure on customer service operations, exposing the limitations of AI systems designed primarily to deflect support inquiries. AI bots can handle ...

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

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 ...

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 ...