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

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

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 ...

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 ...

Bigeye's Dependency-Driven Monitoring platform, announced on March 25, is a data observability solution that allows enterprise data teams to see more trustworthy results from their CRM systems. The ...

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 ...

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 ...

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 ...

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 ...

Artificial intelligence-powered bots used in customer service settings are finally learning to get along with human agents. Or is it the other way around? Either way, the friction that existed as ...