CX is in danger of becoming corporate theater. Here's what went wrong—and what CX leaders must do to get it back on track.

Generative AI’s use for knowledge management is growing in customer experience programmes, suggesting a new vocation for KM. We find out how.

Zurich Insurance Group is using AI in its new customer relationship management system to help agents provide more tailored service to customers.

In customer experience management, AI can play a valuable role with employees, customers and the business itself.

Today, we’re delighted to announce that Microsoft has been named a Leader in The Forrester Wave™: Customer Relationship Management, Q1 2025. Learn more.

Learn how to build Customer Relationship Management CRM at law firms in 2025 including why data quality matters and the outcome when it is ignored ...

Abstract: Customer Relationship Management (CRM) systems have come a long way in their evolutionary life cycle. From being used as a mere Rolodex of customer information, they have transformed ...

High-profile vendors are headed towards fully automating the customer service experience. Time to think about what experience management really means.

Learn how Customer MDM enhances customer experiences and supports compliance with the top 5 Customer Master Data Management (MDM) solutions of 2025 ...

Customer-centric supply chains are those that place the customer experience at the center of all decisions within their supply chain. With the data that is available today, and technologies such as ...