The 800 number isn’t dead, but it’s no longer where your customers want to start a conversation. Salesforce’s seventh-edition State of the AI Connected Customer report, based on a survey of more than 16,500 consumers and business buyers, found that 73% of customers now feel brands treat them as unique individuals—up from just 39% in…

In 2023, businesses were still figuring out what to do with ChatGPT. In 2026, the question has shifted entirely. AI is no longer a curiosity or a side experiment. It’s embedded in how companies operate—across customer service, marketing, and reputation management. The numbers tell the story. Over one million businesses worldwide now use OpenAI’s products,…

AI is changing how shoppers discover products. Reviews and Q&A are now the fuel that powers those recommendations. Your brand puts serious effort into building products and experiences customers love. That work pays off—great products attract buyers and keep them around. But in 2026, doing that work once isn’t enough. Customer expectations shift constantly. New…

How the right data, AI agents, and people empower brands to deliver seamless, personalized experiences across every channel An Omnichannel Strategy Is Table Stakes For years, “omnichannel” was retail’s favorite buzzword—an aspirational idea that most brands endorsed in principle but struggled to execute. That gap between intent and execution has not closed. According to recent…

Business messaging has crossed a threshold. In 2025, it’s no longer a support channel that sits alongside your marketing—it is the marketing. With U.S. social commerce sales projected to surpass $100 billion this year and click-to-message ad revenue on Meta growing more than 50% year-over-year, the conversation between brand and customer has become the conversion…

Most brands today understand the importance of customer experience. Salesforce’s latest State of the AI Connected Customer report, based on surveys of more than 16,500 consumers and business buyers, confirms that 84% of customers say the experience a company provides is as important as its products or services. That number has been climbing steadily for…

And why social commerce is making it urgent Something interesting happened last year. Agentforce went from pilot-phase curiosity to the fastest-growing organic product in Salesforce’s history. By Q3 FY2026, the platform had reached 18,500 customers, with over 9,500 on paid plans. Agentforce ARR hit $540 million—a 330% year-over-year increase. Customers in production grew 70% quarter-over-quarter….

How BYOC + Agentforce unlock scalable, multilingual engagement—without leaving Service Cloud In 2025, Instagram DMs aren’t just a social inbox—they’re one of the fastest-growing service and commerce channels for global brands. But handling them outside your CRM? That’s a thing of the past. As a Salesforce-native ISV, we believe customer messaging—especially Instagram DMs—belongs inside Salesforce…

In the wake of generative AI’s rapid evolution, real-time translation has become a mission-critical capability—not just for global brands, but for any enterprise striving to deliver connected, consistent, and inclusive customer experiences. In 2025, machine translation is no longer just a nice-to-have; it’s a core enabler of multilingual service, revenue expansion, and workforce efficiency. According…

In today’s digital economy, customer journeys are no longer linear—or even predictable. A customer might search for store hours on Google, discover a product through an Instagram DM, leave a review on a retailer’s website, and contact support via WhatsApp—all in a single day. This is the new reality of customer engagement in 2025: cross-platform,…

Insights from Salesforce’s “State of Service” and Gartner’s 2024 CCaaS Magic Quadrant As technology continues to evolve, contact centers are undergoing a profound transformation. Insights from Gartner’s 2024 Magic Quadrant for Contact Center as a Service (CCaaS) and Salesforce’s latest State of Service report highlight the ongoing transition from on-premises systems to cloud-based contact centers….

Winning and retaining customers is no easy feat. Modern consumers have countless options across all product and service categories. And many aren’t afraid to ditch a once-beloved brand when something better comes along. In fact, in the last year alone, nearly three-quarters (71%) of consumers say they’ve switched brands at least once. There are a…