Browsing: customer

Despite significant investment in AI and advanced technologies, many payers are seeing little improvement in growth, cost-efficiency, or customer satisfaction. At the heart of this challenge lies an inability to demonstrate how customer experience (CX) translates into commercial value.

Half of consumers would be “delighted” if AI could handle their problems quickly even if it “sounded like a toaster,” a PolyAI survey found.

Consumers generally accept dynamic pricing as basic demand and supply, but once a business starts to layer in an individual’s data to determine the cost of a product, consumers lose trust.

Utility portals are often framed as customer experience tools: a place to pay bills, review usage, report outages and manage accounts. But they serve another purpose, too: When they improve how frontline work is done, they serve as powerful employee support systems.

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Companies may have deep expertise in the products and services they sell, but not necessarily in how to improve customer experience (CX) elements that surround them.

The state of customer experience in 2026 can be summed up simply: customers have never had more ways to interact with your brand, and they’ve never been less tolerant about friction when engaging.

The Department of Justice (DOJ) is leaning on a year-old digital and customer experience team to sharpen accountability for federal IT spending, and separately, it is exploring artificial intelligence (AI) use cases aimed at improving service delivery and workforce efficiency.

Customer Relationship Management Market (By Component: Software, Services; By Deployment: On-Premise, Cloud, Hybrid; By Application: Marketing and sales automation, Customer management, Lead generation and customer retention, Others; By End User: BFSI, Manufacturing, Retail and consumer goods, Health care, IT and telecommunications; By Solution: Customer Service, Customer Experience Management, CRM Analytics, Marketing Automation, Salesforce Automation, Social…

Your CRM has the data. It knows who bought what, when they bought it, what they looked at before they pulled the trigger and which dealer closed the deal. It probably has years of purchase history, contact records and service intervals sitting in it right now. And if you’re like most equipment manufacturers, your marketing team barely touches it.