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This technology note evaluates Salesforce’s Agentforce 360 launch, asking: Has the Salesforce platform changed beneath the marketing? What market dynamics have compelled...
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Klaviyo is positioning itself as the go-to CRM for B2C retailers, helping brands deliver a seamless customer experience from start to finish. Its technology bridges...
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NiCE’s 2025 Analyst Summit marked a decisive shift toward AI orchestration in customer experience. The company’s momentum highlights not only innovation potential but also...
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In 2025, Salesforce launched its Next Gen Marketing Cloud, debuting a new “agentic marketing” model in which autonomous AI agents independently build, personalize, and...
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The recent surge in AI capabilities, driven by the market breakthrough of Gen AI solutions, has generated great excitement among both utilities and CIS vendors. This...
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Use this tool to document your objectives and expectations of your AI-powered CIS initiatives to determine the factors that should be used in determining the selection of...
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This deck provides a practical guide and is a tool to empower utility leaders to make well-informed decisions regarding the adoption of AI-powered CIS solutions.
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The pandemic and growing younger demographic have shifted the terrain of customer service delivery. Customer service management tools ensure organizations enhance customer...
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Enable marketing, sales, and customer service teams by successfully choosing and implementing a suite for customer relationship management.
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On December 1, Twilio – a cloud communications platform – briefed Info-Tech on its contact center as a service (CCaaS) solution, Flex.
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