One customer's complaint can reveal a problem affecting thousands. Quantum Metric connects feedback with digital behavior to ...

AI failures could cost executives their jobs, disrupt businesses worldwide, and expose sensitive data in 2027, according to new cybersecurity predictions from Forrester Research In the executive suite ...

AI agents could give businesses an alternative to contact forms by asking website visitors questions, qualifying leads, and routing inquiries directly into CRM systems. Bonita Langle, group product ...

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 ...

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 ...

Digital advertising can track nearly every click, but connecting ad exposure to real-world sales remains difficult. Even in an era defined by big data, many businesses still cannot reliably measure ...

Companies have tried to improve the employee experience by layering new digital tools onto outdated workplace systems. Instead of simplifying work, the result has often been more apps, more ...

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 ...

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 ...

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 ...

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 ...

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.