Browsing: CRM

AI is raising customer expectations faster than many CX teams can meet them. New research from Zingtree, NTT DATA and Alchemer shows consumers want speed and convenience, but still expect control, context, and a clear path to human support for complex moments.

Can CRM turn customer data into better experiences? Adobe and Heathrow are targeting more personalised passenger journeys, while ServiceNow reports 89% first-contact resolution for Bundesliga fan enquiries. Salesforce, HubSpot and Zeta Global also make moves across CRM and customer data.

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Before replacing a customer relationship management (CRM) system, businesses should ask a difficult question: is the technology failing, or has the organisation failed to get the best out of it?

Consider a hypothetical revenue agent instructed to follow up with an account that returned to the pricing page three times. The CRM says the deal is active. Product analytics says intent is high. Billing says the customer is current. Support shows an unresolved severity-one escalation. The consent service prohibits marketing outreach. A territory table assigns…

Wall Street’s biggest banks, including JPMorgan, Morgan Stanley, and Wells Fargo, will report earnings this week. Shashank Nayar·Stocktwits Published Oct 12, 2026   |   7:10 PM EDT

A practical guide to the platforms, agents, and intelligence tools redefining how B2B teams retain, expand, and truly understand their customers.

CX practitioners can hear from other leaders, analysts and executives and discuss strategies to surmount new and perennial experience challenges.

Grocers can’t stop inflation, but they have control over how it feels to shop their stores — and that can make the difference with customers, Axonify’s Melissa Burghardt said.

Holiday shoppers starting earlier, budgets climb to $849 | Retail Customer Experience