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...
Inconsistent brand experiences in e-commerce are common, often due to a disconnect between marketing efforts and contact center interactions. AI and CRM strategies can help bridge this gap, improving CX...
CX Strategies That Drive Retention and Profitability
Automating CRM Productivity Falling Short of Improving CX
AI-Powered Loyalty Platforms Bring New CX Opportunities
AI Not Exactly a Selling Point for Consumers
Turning the Contact Center Into a Strategic Brand Asset
Rebuilding Pipeliner CRM with open-source components posed challenges, including maintaining customer service and preserving the interface during a four-year overhaul...