Trends

Paradoxical tensions among consumers are making their behavior unpredictable and baffling many sellers, according to a new report by a global strategy and management consulting firm.

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 row.

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).

The 2024 holiday shopping season isn't shaping up well for retailers, but the emergence of artificial intelligence offers a chance to optimize performance and increase customer satisfaction.

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.

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.

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.

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.

Mistrust in how online retailers handle their customers' personal information is at an all-time high, costing merchants lost revenue and follow-up orders. Twenty-six percent of consumers have abandoned a brand in the past 12 months due to privacy concerns. Establishing a higher trust level is no lon...

The adage "different strokes for different folks" now guides public relations strategies, particularly in maintaining engagement with diverse generational clientele. Generation Z, sometimes called Zoomers, is the new power kid on the buying block.

We’re at a turning point in business, technology, and society, and I don’t think there’s been anything quite like it since the 1960s. What impresses me so far is how stately this revolution has been. If you think these days are chaotic, all I can say is you should have been around in 1968.

Contrary to what some folks think about the “recent” discovery of artificial intelligence for business uses, AI as a computing function is not novel. What is new is its growing adoption for expanded uses and the ability to transform data into actionable business strategies.

Let's explore key insights into UX design, highlighting essential best practices, common mistakes, and the latest trends that are shaping the future of e-commerce.

Today’s challenge for CRM vendors lies in simplifying the adoption of sophisticated, out-of-the-box AI models over the complexities of DIY projects, which can be daunting. Simplification is crucial, as AI-powered CRM platforms are revolutionizing how businesses deliver customer experiences.