Privacy and data trust now define customer loyalty. In this exclusive interview, PwC’s George Korizis explains what brands ...

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 ...

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 ...

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 ...

Small business owners facing the hurdles of jump-starting a new business can “hire” a unique artificial intelligence (AI) agent that does more than spit out steps to follow. It does the work for them.

Agentic AI is shifting CRM from simple automation toward collaborative workflows, where AI handles routine tasks and humans apply judgment, context, and relationship-building. Rather than replacing ...

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 ...

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, ...

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 ...

CRM and customer experience (CX) vendors are retooling their platforms to better integrate with existing business applications without employees realizing they’re using generative AI-powered ...

Crescendo is throwing out the old customer service playbook. By combining human expertise with its expanded agentic AI platform, the company is turning customer experience (CX) from a cost center into ...

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 ...