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

Contact center AI can cut costs and handle more volume, but rushed deployments risk frustrating customers, masking poor ...

CX engineers are becoming the link between AI agents, enterprise systems, and human teams, overseeing customer journeys that increasingly extend beyond the call itself.

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 ...

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 ...

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

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 ...

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 ...

Ghosting, mixed signals, and cold responses are not only deal-breakers in social settings. They also negatively impact the customer experience (CX). A recent e-commerce shopping report from business ...

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 ...

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 ...

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, ...