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

Contact center AI can cut costs and handle more volume, but rushed deployments risk frustrating customers, masking poor ...

CX engineers are becoming the link between AI agents, enterprise systems, and human teams, overseeing customer journeys that increasingly extend beyond the call itself.

One perk of being a technology analyst is getting samples of the latest devices to evaluate. A few weeks ago, Samsung sent me its latest premium foldable smartphone, the Galaxy Z Fold8 Ultra After ...

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 ...

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 ...

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 ...

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 ...

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 ...

Agentic AI's potential for improving customer satisfaction and streamlining workflows is bolstering its appeal in customer service circles and fueling what could be a US$47.1 billion market by 2030, ...

In the fast-paced world of digital media, many businesses still treat public relations (PR) as a shortcut to instant visibility — and misunderstand how it actually drives results. The reality is far ...