Interactions 2025 marked a pivotal moment in the evolution of NiCE, not just as a premier provider of customer experience ...

The growing role of AI and social media is enabling autonomous decision-making, real-time adaptability, and goal-driven ...

Studies show that marketers are cautiously investing in generative AI (GenAI) to enhance their marketing technology (martech) stacks. However, a gap between investment and understanding continues to ...

AI tools powered by high-quality data are transforming CRM into a revenue-driving engine. When marketing, sales, and service align, real ROI follows. The challenge is to provide timely and relevant ...

Despite increased spending by many businesses, 2025 looks like a lackluster year for customer experience (CX) quality, according to Forrester Research. “For most brands, 2025 will be another year of ...

John P. Mello Jr. has been an ECT News Network reporter since 2003. His areas of focus include cybersecurity, IT issues, privacy, e-commerce, social media, artificial intelligence, big data and ...

Jack M. Germain has been an ECT News Network reporter since 2003. His main areas of focus are enterprise IT, Linux and open-source technologies. He is an esteemed reviewer of Linux distros and other ...

Two things occurred to me while writing about Salesforce’s current dust-up with activist investors. First, in the last piece, I noted that activist investors are all over the place, and they take ...

Retail customers want offers that are anticipated, personalized, and relevant. If CRM platforms can deliver this type of offer or interaction, disfavor decreases. Is AI’s best role applied to ...

Jack M. Germain has been an ECT News Network reporter since 2003. His main areas of focus are enterprise IT, Linux and open-source technologies. He is an esteemed reviewer of Linux distros and other ...

CRM trends in 2025 will rely on artificial intelligence (AI) to move beyond hype and reshape customer relationships and experiences like never before. With innovations such as conversational AI and ...

AI-driven analytics is transforming customer experience (CX) from a cost center into a strategic investment. While consumers have concerns, industry leaders increasingly see AI as essential for ...