Trends

If a company wants to send customers to a competitor, serving up a negative online experience is a good way to do it, according to a new study.

Mistrust in how online retailers handle their customers' personal information is at an all-time high, costing merchants lost revenue and follow-up orders. Twenty-six percent of consumers have abandoned a brand in the past 12 months due to privacy concerns. Establishing a higher trust level is no lon...

The adage "different strokes for different folks" now guides public relations strategies, particularly in maintaining engagement with diverse generational clientele. Generation Z, sometimes called Zoomers, is the new power kid on the buying block.

We’re at a turning point in business, technology, and society, and I don’t think there’s been anything quite like it since the 1960s. What impresses me so far is how stately this revolution has been. If you think these days are chaotic, all I can say is you should have been around in 1968.

Contrary to what some folks think about the “recent” discovery of artificial intelligence for business uses, AI as a computing function is not novel. What is new is its growing adoption for expanded uses and the ability to transform data into actionable business strategies.

Let's explore key insights into UX design, highlighting essential best practices, common mistakes, and the latest trends that are shaping the future of e-commerce.

Today’s challenge for CRM vendors lies in simplifying the adoption of sophisticated, out-of-the-box AI models over the complexities of DIY projects, which can be daunting. Simplification is crucial, as AI-powered CRM platforms are revolutionizing how businesses deliver customer experiences.

As businesses and industries continue to evaluate the pros and cons of ChatGPT, generative AI, and other artificial intelligence species, some adopters praise its time-saving and innovative benefits. Others are hesitant to trust the new technology. Either way, where gen AI is headed is an ongoing co...

Facing yet another year marked by economic uncertainty, brands need to forge connections by not just offering discounts. They also must authentically engage shoppers with exceptional product experiences and champion eco-conscious practices.

The concept of CRM evolving into a "customer personal assistant" is feasible and aligns with the broader trend of AI-driven personalization and automation. However, its success depends on various factors, including the organization's resources, technology infrastructure, and available data quality.

Applying AI to customer service as a test case does have some advantages. Customers are different from sales prospects. A prospect can ghost you, but a customer has a need to make things work both product-wise and throughout the relationship.

AI integration is rapidly enhancing the capabilities of CRM platforms and how businesses interact with customers while retaining loyalty. Many customer experience leaders see expanding into new technologies as a way to mitigate the threat of lost customers and falling sales. This growing expansion o...

Merchants must provide payment options to reach Gen Z in 2024 and beyond so they do not get left behind by a generation of consumers who take their business elsewhere.

2023 will go down as the year that ChatGPT and other large language model generative AI tools hit the ground running, which put most CRM vendors in a full sprint to catch the newest wave. It also put some of us into a tizzy about the future of human life.