CX leaders are turning data into strategy. Here's how to craft stories that actually influence CX decisions — not just report numbers. The interest in crafting solid data storytelling has grown en ...

Unified data first. A unified, AI-ready data layer is essential for personalized, scalable CX. Without it, AI and analytics fall flat. Collaboration over silos. Cross-functional access to actionable ...

Because the future of experience-first AI will be defined by how effectively organizations can capture, understand and act on ...

Inventory data has quietly become the most important customer experience (CX) system in modern retail, and the foundation of ...

Glengarry Glen Ross, David Mamet's Pulitzer Prize-winning play, is an of-its-time masterpiece. The 1983 stage work captures a corrosive Chicago real estate firm and its ruthless, panicky and ...

When it comes to understanding customer experience, data and reports only tell part of the story. I recently came across a fascinating leadership anecdote from Jeff Bezos that perfectly illustrates ...

For companies looking to implement AI to drive customer experience improvements, availability of and ready access to knowledge content is critically important. After all, AI assistants, whether agent- ...

In this special guest feature, Tanmaya Varma, Global Head of Industry Solutions at SugarCRM, discusses how data truly is power, but only when it is usable and insightful. For organizations looking to ...

A customer relationship management (CRM) system and a customer data platform (CDP) may initially appear to serve similar functions. However, while they certainly share some functionality, they are ...

CX platforms have more data access due to AI - security teams must reconsider governance.

Whereas large language models (LLMs) attracted consumers well before enterprise users, SaaS platforms are driving the use of embedded AI agents to improve employee experience and productivity. AI ...

The true cost of a broken CX extends far beyond a single transaction. It compounds over time, affecting revenue, operational ...