Exclusives

Silent churn is the biggest risk customer support teams rarely see. Agentic AI is emerging as a way to detect friction early and protect revenue without losing the human touch.

Privacy and data trust now define customer loyalty. In this exclusive interview, PwC’s George Korizis explains what brands must do to earn confidence in a privacy-first era.

CRM Buyer spoke with QueryPal CEO Dev Nag about how AI-driven CRM tools cut costs, improve support efficiency, and elevate customer satisfaction through smarter automation.

Inconsistent brand experiences in e-commerce are common, often due to a disconnect between marketing efforts and contact center interactions. AI and CRM strategies can help bridge this gap, improving CX and loyalty.

Jonathan Moran from SAS discusses how AI is advancing CRM beyond contact centers and marketing and what's needed to ensure its responsible use.

We spoke with CEO Luke Wang about how Surefront's platform unifies PLM, PIM, and CRM software, transforming retail and supply chain management.

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...

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.

We spoke with Robert Brown from BDO Digital about customer analytics in retail sales. He noted that a fundamental notion about the role of technology this year is that it is critical to invest in e-commerce and digital marketing.

Attention retailers! Are your stores ready to get phygital? A successful phygital retail strategy blends the useful elements of the in-person customer experience into the digital sphere interchangeably.

Amidst this year's back-to-store shopping trend, as large companies try to work through e-commerce mishaps, musical instrument and pro-audio retailer Sweetwater has seen an increase in online sales. The company attributes much of its success to top-of-the-line experiences both online and through its...

Online gambling is at an all-time high in accessibility and popularity. But many betting app developers are rolling the dice blindly without addressing users’ customer experience concerns.

The concept of bringing shared environments together gives new life to some tired old marketing strategies. It also suggests exactly where Facebook and the marketing industry plan to go. The E-Commerce Times discussed with Wyng CEO Wendell Lansford how metaverse technology will impact brands and the...

AfterShip Cofounder and CPO Andrew Chan is an advocate of post-purchase engagement to boost customer retention. He advises that ensuring a convenient experience after purchase -- from shipping, tracking, returns, and reviews -- helps retailers sell more to happy, repeat consumers. We spoke with Chan...