A website inquiry is only valuable if it reaches someone who can act on it. AI agents promise a smoother handoff, but speed ...

A message that works in one market can miss the mark in another, harming brand impact due to cultural nuances.

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 ...

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 ...

Tension is building between legacy enterprise phone systems and a new, autonomous, agent-driven reality. For decades, the enterprise phone call has been the black box of CRM, creating a disconnected ...

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 ...

More than half of consumers surveyed will give an automated customer service system no more than three minutes to make progress before demanding a human agent, according to the inaugural Consumer ...

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 ...

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 ...

AI is changing the customer experience (CX) job market. As AI agents take on more calls, contact centers need people who can manage the technology, workflows, and systems behind those interactions.

Artificial intelligence (AI) can handle customer service inquiries and collect information about the problems customers need resolved. But when a conversation requires human assistance, that ...