AI-to-human handoffs are leaving customers repeating themselves. New research exposes the disconnect, while human-in-the-loop ...

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 ...

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 ...

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, ...

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 ...

The push to deploy agentic artificial intelligence (AI) is creating a new challenge for enterprises running decades-old enterprise resource planning (ERP) systems. As companies add AI agents to ...

Companies have tried to improve the employee experience by layering new digital tools onto outdated workplace systems.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 ...

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 ...

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 ...

Inflation and economic uncertainty are putting new pressure on customer service operations, exposing the limitations of AI systems designed primarily to deflect support inquiries. AI bots can handle ...

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 ...