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

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 ...

Integrating CRM platforms with artificial intelligence (AI) can significantly reduce labor costs by automating repetitive tasks like data entry, lead qualification, and customer segmentation. By ...

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 ...

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 ...

Touting a product’s AI capabilities may sound like a good idea to marketers, but it’s a buzzkill for many consumers. A recent study by assistant professor Mesut Cicek and professor Dogan Gursoy at 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 ...

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 ...

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 ...

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 ...

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 ...

While brands are chasing customer data to deliver more value, consumers are drawing firmer privacy boundaries, according to the PwC 2025 Customer Experience & Loyalty Survey. Results show a ...