Salesforce used Dreamforce 2025 to do more than launch products. It declared a philosophical shift in how companies will ...

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 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 ...

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, ...

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 ...

Oracle announced three significant artificial intelligence (AI) overtures with a heightened focus on CRM and service this week at Oracle CloudWorld in Las Vegas. On Tuesday, Oracle released details of ...

Many companies adopt artificial intelligence tools only to find the traditional go-to-market (GTM) model collapsing. Sales and marketing leaders are overwhelmed by fragmented tools, processes, and ...

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, ...

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 ...

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 ...

The next big thing for CRM innovation is an infusion of artificial intelligence to make it a customer personal assistant tool that makes difficult tasks more manageable for customer service agents to ...

The tides are turning in the consumers’ direction. New shifts in the consumer market solely based on their preferences have taken hold in the retail industry, especially in e-commerce, as personalized ...