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.

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 ...

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 ...

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, ...

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 ...

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 ...

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 ...

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 ...

Agentic AI is poised to advance beyond serving as a digital assistant to becoming an independent purchasing agent for businesses. According to audit, tax, and advisory services firm PwC, 79% of ...