AI-to-human handoffs are leaving customers repeating themselves. New research exposes the disconnect, while human-in-the-loop ...

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 ...

Sales teams tend to love product demos -- and you can’t blame them. Demos can seem like the easiest way to show buyers what a product does and how it does it. The problem, though, is that demos alone ...

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 ...

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 ...

Traditional loyalty programs are underperforming as brands shift toward advocacy-driven growth. To reduce customer defections, marketers must move beyond purely transactional models and adopt ...

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 ...

SMB marketers may soon ditch tools such as Mailchimp, Outreach, and HubSpot for an all-in-one AI-powered CRM designed to help small teams create, send, and manage personalized campaigns without the ...

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 ...

The push to deploy agentic artificial intelligence (AI) is creating a new challenge for enterprises running decades-old enterprise resource planning (ERP) systems. As companies add AI agents to ...

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 ...

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 ...