AI tools powered by high-quality data are transforming CRM into a revenue-driving engine. When marketing, sales, and service align, real ROI follows. The challenge is to provide timely and relevant ...

Small business owners facing the hurdles of jump-starting a new business can “hire” a unique artificial intelligence (AI) agent that does more than spit out steps to follow. It does the work for them.

Agentic AI is shifting CRM from simple automation toward collaborative workflows, where AI handles routine tasks and humans apply judgment, context, and relationship-building. Rather than replacing ...

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 ...

Many companies are investing heavily in flashy customer experience (CX) technology, yet customers still aren’t seeing the meaningful improvements they expect. Why? Businesses are falling into the over ...

Crescendo is throwing out the old customer service playbook. By combining human expertise with its expanded agentic AI platform, the company is turning customer experience (CX) from a cost center into ...

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, ...

The art of automating business communication extends to resurrecting handwritten letters to customers and maximizing the appearance with a robot labor force to produce the correspondence. The ...

Retailers are doubling down on physical stores, especially in luxury and mid-market segments, where high-touch service still drives 84% of U.S. retail sales. A new partnership between Leap and Endear ...

Salesforce used Dreamforce 2025 to do more than launch products. It declared a philosophical shift in how companies will operate — what Salesforce’s longtime CEO Marc Benioff called the “agentic ...

CRM and customer experience (CX) vendors are retooling their platforms to better integrate with existing business applications without employees realizing they’re using generative AI-powered ...