According to Amazon, more than 400 million customers have used Alexa for Shopping during the past 12 months. Customer interactions for the agentic shopping assistant grew 570% year over year, while ...

As AI agents take on more work across customer-facing systems, CRM investment decisions need to account for data readiness and the processes businesses want to automate. Here's why CX leaders should ...

ServiceNow has positioned its AI as a means to bring structure and control to fragmented enterprise environments by combining data context, workflow execution, and governance within a single platform.

A CRM is an essential piece of software for any customer service and experience team. In a nutshell, they help businesses manage and analyze customer interactions and data throughout the customer ...

Having positioned the technology as a tool to improve both service operations and commercial outcomes, this ensures faster support for stronger customer retention. As a result, CX leaders should treat ...

In 2026, the Gartner Magic Quadrant for Customer Data Platforms looks drastically different than it did a year ago. The entire field has shifted, and not just by a few positions. Salesforce remains ...

As contact centers experiment with generative AI (GenAI), they're moving from promising pilot projects to full-scale deployments. These deployments are slowly reshaping how agents work, how leaders ...

Gartner has published its 2026 Magic Quadrant for CRM Sales Platforms, and there is an important caveat before getting into the vendor rankings. This is the first edition under the CRM Sales Platforms ...

Rhys Fisher sits down with Simon Leyland, CEO and Co-Founder of Cloud Interact, and Zeus Kerravala, Founder and Principal Analyst at ZK Research, to dig into one of the biggest CX deals of the year — ...

Gartner has predicted that agentic AI will autonomously resolve 80 percent of common customer service issues without human intervention by 2029. According to the research firm, this will lead to a 30 ...

The Gartner Magic Quadrant for Analytics and Business Intelligence Platforms 2024 is here. On its release, the report sheds light on a space undergoing significant change. After all, with trends ...