Many businesses still treat public relations as a shortcut to instant visibility, but success depends on aligning expectations with execution — and proving how PR drives measurable results.

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 ...

Companies have tried to improve the employee experience by layering new digital tools onto outdated workplace systems.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

As artificial intelligence (AI) moves deeper into CRM and enterprise systems, it is opening a performance pathway that brings high-performance computing (HPC) capabilities to more industries. CIQ, the ...

Artificial intelligence (AI) is emerging as a visual CRM asset that goes beyond static data files. It is a dynamic asset that manages the relationship between the seller’s inventory and the customer’s ...

Traditional loyalty programs are underperforming as brands shift toward advocacy-driven growth. To reduce customer defections, marketers must move beyond purely transactional models and adopt ...

Most customer support organizations are built to serve the loudest 10% of users — the ones who open tickets. The greater risk lies with the silent majority who encounter friction, say nothing, and ...

More than just a high-speed task automation tool, artificial intelligence (AI) is becoming a controlled environment for brands to test customer experiences that would be too risky, expensive, or ...

Despite predictions that AI would be standard in CRM by 2025, new research from Workbooks suggests AI adoption is still lagging inside many CRM systems — especially in the mid-market. The company ...

Misconceptions about how artificial intelligence (AI) will solve customer experience (CX) problems are plaguing the CRM industry — and too many companies are slapping AI onto broken systems instead of ...