According to Forrester’s “2024 US Customer Experience Index," CX quality among brands in the United States sits at an all-time low after declining for an unprecedented third year in a...
Ross Solomon, head of product management at financial solutions firm Broadridge, believes that firms must not lose sight of the big picture -- their existing customers. He argues that CX...
AI-enabled automation is the new linchpin of innovation in CRM platforms. However, the expected productivity gains have yet to translate into meaningful improvements in customer experience (CX)...
Data and artificial intelligence are crucial for effective customer loyalty programs. They are also revolutionizing the role of traditional CRM platforms. Initially, CRM systems changed business interaction with customers. Energizing...
Promoting a product's AI features might appeal to marketers, but it has the opposite effect for many consumers. A recent study shows that labeling products as "Artificial Intelligence" makes people...
2025 Looks Like Another ‘Meh’ Year for CX
CX Strategies That Drive Retention and Profitability
Automating CRM Productivity Falling Short of Improving CX
AI-Powered Loyalty Platforms Bring New CX Opportunities
Rebuilding Pipeliner CRM with open-source components posed challenges, including maintaining customer service and preserving the interface during a four-year overhaul...