Tension is building between legacy enterprise phone systems and a new, autonomous, agent-driven reality. For decades, the enterprise phone call has been the black box of CRM, creating a disconnected ...

The dreaded annual employee performance review ritual has long been a cornerstone of corporate life. However, in today’s fast-paced, skills-first economy, some high-performing organizations are ...

Embedding artificial intelligence (AI) in customer service operations is becoming commonplace, but the technology doesn't seem to be lightening the workloads of customer service reps. New research by ...

As artificial intelligence (AI) moves deeper into CRM and enterprise systems, it is opening a performance pathway that brings high-performance computing (HPC) capabilities to more industries. CIQ, the ...

As AI agents begin handling more online transactions, many e-commerce systems still assume a human is behind every interaction. That disconnect is creating new challenges for fraud prevention, ...

Salesforce used Dreamforce 2025 to do more than launch products. It declared a philosophical shift in how companies will operate -- what Salesforce’s longtime CEO Marc Benioff called the “agentic ...

SMB marketers may soon ditch tools such as Mailchimp, Outreach, and HubSpot for an all-in-one AI-powered CRM designed to help small teams create, send, and manage personalized campaigns without the ...

Many companies are investing heavily in flashy customer experience (CX) technology, yet customers still aren’t seeing the meaningful improvements they expect. Why? Businesses are falling into the over ...

CRM and customer experience (CX) vendors are retooling their platforms to better integrate with existing business applications without employees realizing they're using generative AI-powered ...

Many organizations delay commercial AI initiatives because their CRM data is incomplete, inconsistent, or poorly maintained. According to consultants at Blue Ridge Partners, waiting for perfect data ...

CRM users in 2025 could easily describe their experiences as a struggle to extract real, tangible value from sophisticated systems, often hampered by fundamental human and operational issues. Whether ...

As AI gains momentum across the enterprise in 2026, many companies are running into an unexpected obstacle: trust — and a workforce that isn’t keeping up. Lance Younger, executive vice president, EMEA ...