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Transforming Contact Center CX with AI-Native CRM Agents

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In a digital-first, always-connected landscape, customer expectations are not only elevated—they’re constantly evolving. Today’s consumers demand swift responses, seamless interactions, and a sense of being truly understood across every touchpoint. Yet, many contact centers remain constrained by outdated technology and fragmented tools, limiting their ability to deliver on these expectations. To keep pace, customer experience (CX) leaders must embrace more than just small upgrades—they need intelligent automation deeply integrated within their CRM systems. That’s where AI-native CRM agents come into play. By leveraging digital twin technology directly within CRM systems—as seen in platforms like B-TRNSFRMD and the Creatio 8.3 release—organizations can turn traditional, cloud-based call centers into agile engines of personalized, real-time support. The CX Challenge: Trust Erosion from Disconnected Systems Many contact centers still function using a mix of disconnected solutions, which f...
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From Site to Insight: How AI and Analytics are Shaping the Future of Global Trials

In today’s complex world of clinical research, global collaboration is no longer a future vision—it’s a present-day necessity. With new pressures on trial acceleration, patient-centricity, and data visibility, healthcare organisations are rapidly rethinking how they manage operations across borders. B-TRNSFRMD joins the  HBA Dallas-Fort Worth  community for an exclusive evening of insights, networking, and cross-border innovation. This event brings together decision-makers from the  U.S. and Australia’s life sciences sectors  to explore a powerful question:  how can global partnerships accelerate clinical research and improve patient care outcomes at scale? As a  transformation partner to healthcare  and life sciences leaders, B-TRNSFRMD is proud to lead the conversation on how  AI, predictive analytics, and agentic automation  are reshaping clinical trials—from  site-based friction to insight-led precision .   Why Global Trials Nee...
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Why Smarter Segmentation Is the Next Big Move in Financial Services

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  In today’s digitally driven financial landscape, personalization isn’t a luxury—it’s expected. Still, many banks and financial institutions rely on outdated segmentation models that sort customers based on general attributes like age, location, or income. These traditional methods are too static to meet modern expectations. A staggering 77% of financial services leaders admit that their current segmentation strategies lack the depth needed to provide timely, relevant customer experiences. To meet the growing demand for hyper-personalization, forward-looking institutions are embracing Zendesk , a powerful customer experience solution that supports advanced, behavior-based segmentation. By leveraging Zendesk AI , real-time customer insights , and tools like Zendesk Support and Zendesk Explore, teams are modernizing operations and delivering proactive, scalable support. Where Traditional Segmentation Misses the Mark Legacy segmentation approaches tend to be rigid and disconnected. ...
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Ahead of CXPA 2025: What Every CX Leader Should Know

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  As CXPA 2025 approaches, customer experience professionals are once again on the verge of major industry evolution. What began as a discipline focused on surveys and fixing service gaps has now become central to business strategy — directly influencing growth, trust, and loyalty. In today’s world, where experience defines brand value, CXPA is more than just another industry event. It’s a rallying point for change. That’s why B-TRNSFRMD is proud to be joining as an official sponsor — helping spark conversations that drive transformation and support organizations committed to putting experience at the heart of everything they do. Why CXPA Is Still a Must-Attend in 2025 Customer experience is often mistaken for just one component of digital strategy. But in truth, it's the lifeblood of modern business. From apps to storefronts, how customers feel directly shapes what companies achieve. For years, the CXPA community has championed this perspective — gathering CX professionals, busi...
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Smarter Insurance with Unified Data: How Azure Synapse Breaks the Silo Barrier

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Insurance companies are under mounting pressure to provide faster, more tailored services. However, siloed data scattered across underwriting, claims, customer service, sales, and marketing often stands in the way. These disjointed systems hinder real-time decisions and limit visibility into customer behavior. That’s where Azure Synapse Analytics becomes a game-changer—empowering insurers to unlock unified insights. And with B-TRNSFRMD as a transformation partner, the shift becomes seamless and strategic. Tackling Silos: A Persistent Insurance Challenge Legacy infrastructure and isolated databases are still common in the insurance sector. This fragmentation means: Underwriters lack current data from customer engagement channels. Claims teams are unable to leverage predictive customer analytics. Service representatives don’t have a complete view of the customer journey. In today’s landscape—where digital-first insurtechs are redefining industry standards—such limitations are costly. I...
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Pharma 2025: The Rise of No-Code Platforms

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The  pharmaceutical sector is evolving at an unprecedented pace, driven by groundbreaking advancements in no-code platforms. These innovations are redefining how pharma companies operate, streamlining processes and delivering value. As we move into 2025, adopting these technologies isn’t just about staying competitive—it’s about transforming patient care, improving efficiency, and expediting access to life-saving treatments. The Impact of No-Code Platforms on Pharma No-code technology is empowering pharmaceutical businesses to innovate without requiring extensive coding expertise. These platforms enable teams across sales, research, and operations to create customized applications and workflows tailored to their specific needs—all without heavy reliance on IT departments. Enhancing Field Operations Managing pharmaceutical sales and field teams can be complex, with countless schedules, customer interactions, and logistics to track. No-code platforms , such as Pharma Creatio , simpli...
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How Freshservice is Revolutionizing Healthcare ITSM in 2025

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  The healthcare sector is increasingly dependent on digital solutions like electronic health records (EHR) and telemedicine. However, system failures or security risks can disrupt operations, making healthcare IT teams need a reliable ITSM solution to ensure smooth workflows, data protection, and uninterrupted patient care. The Growing Importance of ITSM in Healthcare Imagine a hospital’s EHR system crashing during a critical procedure. Without immediate IT support, doctors struggle to access patient data, delaying treatment. This case highlights why a strong ITSM strategy isn’t just about IT—it’s about better healthcare. By 2025, ITSM is not just about troubleshooting—it’s about proactive system management. Hospitals and clinics must meet regulatory requirements, prevent cyber threats, and optimize IT workflows to improve patient care. Freshservice: Redefining ITSM for Healthcare Freshservice is transforming IT service management by enhancing efficiency, security, and system re...
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