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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.

2023 will go down as the year that ChatGPT and other large language model generative AI tools hit the ground running, which put most CRM vendors in a full sprint to catch the newest wave. It also put some of us into a tizzy about the future of human life.

In today's competitive market, adding a human touch to e-commerce buying is a strategic need. It shows a deeper awareness of changing consumer expectations beyond the obvious benefits of improving customer pleasure and loyalty.

What a difference a decade makes. It seems only about that long ago that vendors were wrestling with providing the rudiments of automated triage for customer service. It was not often pretty, but they kept at it. Good thing, too.

In response to evolving customer experience trends, there's an increasing demand for advanced digital support, as AI and human interaction strive to balance in meeting modern consumer expectations and enhancing customer service efficiency.

Recently, Oracle and Microsoft jointly announced a cooperative pact to interoperate several of each other’s products to support Bing searches and other applications. The questions I have include whether this is significant and, if so, what it says about the future of CRM.

A key motivation for businesses to stay updated is AI's significant enhancements in customer satisfaction compared to the previous generation of CRM bots. Understanding how to recommend the next product or appointment reminders and anticipating the customer's needs is the new playing field. So is un...

Sooner or later, small-to-medium-size businesses engaging the e-commerce market and looking to grow must buy into a more workable solution for the demanding customer experience. StoreConnect and Salesforce transform SMB e-commerce by improving customer experience and enabling scalable growth.

As the holiday shopping season approaches, the timing of SMS marketing messages takes on heightened importance. Effective scheduling not only influences consumer engagement and open rates but also plays a crucial role in achieving sales success.

Navigating the transition from CRM 2.0 to CRM 3.0 requires a focus on ethics and proactive problem-solving, paralleling trends in modern medicine. Some CRM vendors, like Salesforce, are trying to instill the idea.

SugarCRM is incorporating predictive AI to enhance its CRM capabilities, offering sales agents data-driven insights for more effective decision-making.

Artificial intelligence is coming to more than 100 drive-thru lanes at White Castle, the fast food hamburger chain that invented the "slider" in 1921.

E-commerce musical instrument supplier Sweetwater will not be singing a new tune under its newly-appointed CEO, Mike Clem. Instead, the company will be cranking up the volume to stay true to what it does best -- meeting its customers' needs.