Customer Service

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).

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.

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

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.

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.

Despite the growing emphasis on using AI in the workplace, a U.K.- and U.S.-based Workbooks survey reveals that human support remains the preferred choice for businesses implementing CRM solutions. The findings highlight the limitations and challenges of increasing reliance on AI within CRM systems.

SAS Head of Martech Solutions Marketing Jonathan Moran shares his insight and lengthy experience integrating various forms of AI to improve CRM efficiency.

The battle between bots and humans raged for years in customer service. Now, it seems that many American workers are embracing the benefits of AI.

As businesses and industries continue to evaluate the pros and cons of ChatGPT, generative AI, and other artificial intelligence species, some adopters praise its time-saving and innovative benefits. Others are hesitant to trust the new technology. Either way, where gen AI is headed is an ongoing co...

The concept of CRM evolving into a "customer personal assistant" is feasible and aligns with the broader trend of AI-driven personalization and automation. However, its success depends on various factors, including the organization's resources, technology infrastructure, and available data quality.

AI integration is rapidly enhancing the capabilities of CRM platforms and how businesses interact with customers while retaining loyalty. Many customer experience leaders see expanding into new technologies as a way to mitigate the threat of lost customers and falling sales. This growing expansion o...

Merchants must provide payment options to reach Gen Z in 2024 and beyond so they do not get left behind by a generation of consumers who take their business elsewhere.