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While enhancing CX capabilities brings much-anticipated solutions for marketers and retailers, unchecked generative AI poses a threat to brand reputations, experts caution. Present and future use cases are not only fascinating but can truly help deliver promises to customers, according to Harry Foll...

One AI CEO Amit Ben said, "It's like having an additional 1,000 relentless, diligent employees on your team, analyzing every customer interaction 24/7, at a fraction of the cost."

The Trusted AI Layer that Salesforce is aggressively building and deploying is significantly different from the AI and large learning model (LLM) approach that much of the industry relies on today.

INSIGHTS

Trusted Gen AI Is Wide of the Mark

Salesforce's new 'Trusted' AI Cloud may aim for security and extensibility, but real value lies in the pursuit of precision in modern CRM.

Legacy CRM systems may obstruct the path to business growth and enriched customer experiences. Modern CRM platforms, with a focus on customer retention and prospect conversion, are no longer optional to achieve business success.

Adopting tech-based software platforms is crucial for solving supply chain issues. Yet, achieving transparency remains a challenge, especially for non-tech-savvy merchants and shippers.

It baffles me why the industry is so hung up on data, and Salesforce's Tableau conference was a prime example. Let's look at how the industry is positioning Tableau and products like it, usually focusing on the idea of data.

PRODUCT PROFILE

Tidio Delivers AI CRM for SMBs

Tidio AI, an innovative CRM tool, aims to democratize access to advanced customer service automation and efficiency for small and medium-sized businesses.

INSIGHTS

Oracle’s Siren Song of Less is More

Oracle has waxed and waned over the years about the benefits accrued using an integrated suite of applications instead of opening up to a slew of best-of-breed apps. They're back now, peddling the idea of a unified suite in marketing.

We spoke with Unitea CEO Ketan Rahangdale about the intricacies and the impact of Web3 on marketing strategies and the role engage-to-earn plays in customer engagement.

Intent data is becoming an increasingly important tool among B2B organizations and retail marketers. In fact, 62% of companies now use one or more intent data solutions. Yet, as a new product category, intent data can be complex.

Calendly Routing is a new solution built to enable CX teams to instantly qualify, route, and schedule meetings with high-value leads and customers from their company's website. The cloud-based platform offers a new layer of the modern digital technology stack.

We can at least prepare for an uncertain economic future if we remove the blinders that lead us to believe that tomorrow will be an exact replay of today. Profitability and more long-term thinking should go hand in hand. It looks like a framework for this is on the horizon.

A recent study revealed that 90% of businesses are willing to pay more for better customer service. However, they will pay more elsewhere if satisfaction takes too long.

INSIGHTS

CRM GPT

Generative AI's appeal stems from the potential to lower costs (labor) while maintaining close customer relationships. Hence, CRM vendors are all over it, like junkyard dogs.


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