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 ...

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 ...

SMB marketers may soon ditch tools such as Mailchimp, Outreach, and HubSpot for an all-in-one AI-powered CRM designed to help small teams create, send, and manage personalized campaigns without the ...

CRM trends in 2025 will rely on artificial intelligence (AI) to move beyond hype and reshape customer relationships and experiences like never before. With innovations such as conversational AI and ...

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 ...

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 ...

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, ...

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 ...

Enterprises are pushing artificial intelligence deeper into customer service operations, including live interactions where voice, context, and human judgment present greater challenges for automation.

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 ...