A new report also suggests that half of the companies planning drastic cuts and replacing workers with AI will drop their ...

Customer churn is not solely a customer success problem. Here's how to adopt a holistic, company-wide approach to customer retention.

Pets provide endless love, companionship, and a chance to bond with something that won’t judge you for your foibles. One man ...

At the end of the day do we think there will be fewer agents? Yes. But a fully agentless future is not going to happen,” ...

DEAR ERIC: I often need help with tech support. When I call I sometimes get a representative with a strong accent that I can’t understand. What is a polite way to address this? I sometimes just thank ...

All companies claim to put their customers first. Here are three ways business leaders can make sure they’re walking the walk ...

The company slashed about 4,000 customer service agents as its use of AI picked up, but CEO Marc Benioff still expects people ...

Despite aligning on revenue and retention priorities, B2C marketing and service leaders remain divided according to data BOSTON--(BUSINESS WIRE)--Klaviyo (NYSE: KVYO), the only CRM built for B2C ...

Fintech Smarsh announced today it has deployed Salesforce’s Agentforce platform to power AI agents for customer support. Smarsh is no stranger to agentic AI. The company specializes in providing ...

Cloudflare has publicly disclosed it was a victim of a major supply-chain attack that exposed customer support data from its Salesforce system. The breach occurred between August 12 and August 17, ...

Salesforce has cut 4,000 customer support jobs and replaced them with artificial intelligence (AI) agents, CEO Marc Benioff said recently. Benioff made the comments while discussing how the new ...

ChatGPT launched only three years ago. Since then, leaders including Marc Benioff and Jensen Huang have been adamant that cheaper alternatives to labor won’t cause mass unemployment. But in reality, ...