Employees often spend as much time navigating workplace software as doing their jobs. In this Q&A, Unily Principal Kaz Hassan ...

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 ...

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, ...

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 ...

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 ...

CRM and customer experience (CX) vendors are retooling their platforms to better integrate with existing business applications without employees realizing they’re using generative AI-powered ...

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 ...

Remember when marketing budgets seemed endless and generating leads came easier? Those days might seem distant as resources shrink and sales targets escalate. Yet, budget cuts can offer your team a ...

Despite increased spending by many businesses, 2025 looks like a lackluster year for customer experience (CX) quality, according to Forrester Research. “For most brands, 2025 will be another year of ...

The art of automating business communication extends to resurrecting handwritten letters to customers and maximizing the appearance with a robot labor force to produce the correspondence. The ...

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 ...

Agentic AI is poised to advance beyond serving as a digital assistant to becoming an independent purchasing agent for businesses. According to audit, tax, and advisory services firm PwC, 79% of ...