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 ...

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 ...

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, ...

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 ...

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 ...

As AI agents begin handling more online transactions, many e-commerce systems still assume a human is behind every interaction. That disconnect is creating new challenges for fraud prevention, ...

Salesforce used Dreamforce 2025 to do more than launch products. It declared a philosophical shift in how companies will operate -- what Salesforce’s longtime CEO Marc Benioff called the “agentic ...

Artificial intelligence-powered bots used in customer service settings are finally learning to get along with human agents. Or is it the other way around? Either way, the friction that existed as ...

More than half of consumers surveyed will give an automated customer service system no more than three minutes to make progress before demanding a human agent, according to the inaugural Consumer ...

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 ...

Could visual avatars flip the traditional customer experience (CX) script by providing a more human-like exchange? Research from AI-powered CX firm Cyara shows a psychological shift in consumer ...