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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 is not what gets customers in the door but keeps them from switching to competitors, even when the competition is...

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 this process with AI-powered data feeds gave marketers a new way t...

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 less likely to buy them.

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 and loyalty.

Rebuilding Pipeliner CRM with open-source components posed challenges, including maintaining customer service and preserving the interface during a four-year overhaul.

The key to successful website design, particularly for e-commerce and brand-focused businesses, hinges on maximizing user experience. In UX design, digital diversity involves creating services and experiences that address the needs and perspectives of a broad range of users.

In the bad old days, consumers would most likely pay more or eat beans instead of steak. But today, thanks to AI, more can be done.

Jonathan Moran from SAS discusses how AI is advancing CRM beyond contact centers and marketing and what's needed to ensure its responsible use.

Developed by CallRail Labs, Convert Assist integrates three successful features -- action plans, call coaching, and smart follow-up -- into one comprehensive solution.

The latest research on consumer behavior shows that one of computing's most basic functions for users -- the search window -- paired with generative AI, is becoming a new tool for creating a more connected experience during customer engagement.

Chatbots and virtual assistants with advanced natural language processing (NLP) are transforming customer care and how businesses engage with their customers.

If a company wants to send customers to a competitor, serving up a negative online experience is a good way to do it, according to a new study.

The retail industry is undergoing a significant transformation driven by the increasing adoption of artificial intelligence. A recent study found that 34% of retailers believe 2024 will be a turning point in the acceptance of AI for the customer experience.