A deflected ticket can still mean a lost customer. Text's customer success chief explains what businesses should measure to ...

One customer's complaint can reveal a problem affecting thousands. Quantum Metric connects feedback with digital behavior to ...

Virtual try-on lets shoppers preview makeup before applying it. Now, Adeia is using AI to model how that makeup will look hours later under real-world conditions Adeia's CTO, Serhad Doken, sees the ...

Artificial intelligence (AI) can handle customer service inquiries and collect information about the problems customers need resolved. But when a conversation requires human assistance, that ...

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 ...

Digital advertising can track nearly every click, but connecting ad exposure to real-world sales remains difficult. Even in an era defined by big data, many businesses still cannot reliably measure ...

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 ...

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 ...

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, ...

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, ...

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 ...