AI is helping customer service teams work faster, but poor coordination between systems is preventing those gains from reducing workloads...
The shift from IVR to CRM-native AI agents is turning enterprise phone calls into programmable workflows that automate outreach, capture data, and streamline follow-up
Employees often spend as much time navigating workplace software as doing their jobs. In this Q&A, Unily Principal Kaz Hassan explains how AI could help companies reset employee experience
AI-driven spam filters and rising buyer expectations are pushing marketers to abandon "spray and pray" email tactics in favor of hyper-personalized outreach that delivers more relevant, higher-engagement messaging
CIQ’s Fuzzball Service Endpoints connects AI training and CRM deployment in a portable Linux workflow designed to maintain performance and data control
Automated imagery is emerging as a core CRM asset, helping SMBs standardize visuals, reduce friction, and strengthen retention across mobile-first retail channels
As artificial intelligence dominates corporate messaging, exaggerated claims — known as "AI washing" — may be masking layoffs, distorting valuations, and weakening trust across the tech industry
Brevo’s 2026 Smart Loyalty Guide makes the case for CRM-integrated loyalty that uses AI to close the inactivity gap
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
More than a high-speed automation tool, artificial intelligence is becoming a safe testing ground where brands can rehearse customer experiences too risky, costly, or complex to try in the real world
Workbooks is betting that plain-English AI agents can help mid-market teams overcome CRM friction faster than enterprise-heavy platforms
AI won’t fix customer experience if phone systems and CRM platforms don’t share real-time context. Integrating them first gives agents and automation the data needed to route calls faster and personalize service
As AI becomes embedded across CRM workflows, the challenge in 2026 shifts from adoption to execution, forcing organizations to confront data readiness, platform scale, and human interaction
Agentic AI is pushing commerce beyond chatbots, requiring brands to rethink discovery, loyalty, and how customer data drives engagement
Retailers are bracing for a predicted post-holiday surge in returns that could strain customer service teams and CRM-driven support workflows, as refund abuse and rising volumes test response times and loyalty
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https://www.crmbuyer.com/story/enterprises-are-trading-press-one-for-crm-native-ai-agents-177614.html
Enterprises Are Trading 'Press One' for CRM-Native AI Agents
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https://www.crmbuyer.com/story/ai-in-customer-service-efficiency-gains-workflows-still-fractured-177618.html
AI in Customer Service: Efficiency Gains, Workflows Still Fractured
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https://www.crmbuyer.com/story/silent-churn-is-the-biggest-customer-support-risk-177596.html
Silent Churn Is the Biggest Customer Support Risk
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https://www.crmbuyer.com/story/ai-can-grow-smb-revenue-if-it-moves-beyond-the-back-office-178623.html
AI Can Grow SMB Revenue — If It Moves Beyond the Back Office
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https://www.crmbuyer.com/story/adobe-positions-itself-as-the-ai-control-layer-for-cx-180293.html
Adobe Positions Itself as the AI Control Layer for CX
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https://www.crmbuyer.com/story/revenue-tech-stack-sprawl-slows-ai-adoption-177637.html
Revenue Tech Stack Sprawl Slows AI Adoption
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https://www.crmbuyer.com/story/procurement-ai-hits-trust-wall-as-workforce-readiness-falls-behind-180290.html
Procurement AI Hits Trust Wall as Workforce Readiness Falls Behind
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https://www.crmbuyer.com/story/workbooks-takes-on-crm-giants-with-plain-english-ai-177589.html
Workbooks Takes On CRM Giants With Plain-English AI
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