Browsing: CRM

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New long-running AI agent automates work across customer interactions and back-office operations, executing workflows across systems and teams for as long as it takes to get the job done.

Not passing the context of a call from self-service to human typically reflects integration issues, but it might also indicate a fractured approach to handling customer service.

The polarizing effects of AI are everywhere you look in marketing (and the wider world).

Both Adobe and Salesforce beat earnings and both call AI a growth engine, yet one stock has shed nearly a third of its value this year while the other holds up. The reason comes down to where AI feeds on…

LONDON; Oct. 13, 2026 – Accenture (NYSE: ACN) has acquired Sagacity, a UK-based data and customer intelligence firm, strengthening Accenture Song’s capacity to deliver AI-powered customer reinvention at scale. The acquisition directly addresses growing client demand to connect data, AI and operations infrastructure into unified, outcome-focused programs that drive measurable business results.

American Express launching its biggest traveller lounge yet at Newark airport | Retail Customer Experience

Amazon beats out Walmart in competing sales days events | Retail Customer Experience

89% of contact center leaders expect humans to remain central to customer support. So why are employee training and workforce readiness consistently ranked as the lowest priorities in AI investment decisions? The gap between stated intention and operational reality is striking.

Salesforce (CRM) shares rose about 2.4% by late morning on Monday, October 12 after Bank of America analyst Tal Liani upgraded the stock two notches, from Underperform to Buy. He raised his price target to $285 from $160, about 24% above Friday’s close of $229.13