Half of Organizations Will Stop CX Workforce Reductions Due to AI

Human agents reemerge as essential components in customer service strategies amid AI integration challenges, Gartner finds.

CSOs Are Prioritizing Growth from Existing Customers

Sales leaders look to increase account activity rather than account numbers, Gartner finds.

Personalization Leads to Customer Regret

Personalization can triple the likelihood of customer regret at key journey points, Gartner finds.

Customer Satisfaction with Contact Centers Continues to Slide

According to CCW research, many long-standing pain points have yet to be resolved.

Required Reading: The Keys to Activating Customer Loyalty

Activators build stronger, more holistic relationships that go beyond traditional business development.

Advanced AI Must Make Its Way to Customer-Facing Apps

AI adoption is a must, but companies must first build trust, Forrester suggests.

Companies Struggle to Integrate Sales Plays into CRM

Businesses with integrated systems see accelerated revenue growth, Bain finds.

GenAI Benefits Minimal Now but Should Accelerate

Despite optimism, CMO Council finds data problems continue to hamper genAI outcomes.

Required Reading: Customer Advisory Boards Are the Secret Weapon for Growth

Here's how to nurture a true partnership with your customers.

CRM Technologies Most Valued in the Finance Function

Gartner identifies the top 5 technologies expected to see high levels of investment.

AI Makes Field Service More Proactive and Intelligent

Companies are adopting AI to optimize field service management and improve CX, ISG finds.

Don’t Forget the Post-Sale Engagement

Companies that look at the full life cycle achieve greater bottom-line results, Forrester says.

AI Investment Grows While Contact Centers Wait for the ROI

Customer service leaders are optimistic about AI's self-service enablement, CCW Digital finds.

Advice for B2B Firms in Volatile Economic Times

Uncertainty could create opportunities for growth, Forrester says.

Marketing Creative Idea Evaluation Is Flawed, Research Finds

Most marketers and agencies don't see their work standing out, BetterBriefs reports,

Marketing Orgs Still Have Limited or No GenAI

Marketers who have adopted genAI use it for creative development. Plus: marketers see creative evaluation process as flawed.

Gartner Identifies Top Threats Facing Sales Leaders

CSOs must evolve with rapid market and technological changes to succeed

AI and Data Jobs Are in Great Demand

Marketing and sales value employees with skills in artificial intelligence, Upwork finds.

Prepare Now for GenAI Advances

Analysts expect generative AI's capabilities to expand in CRM.

Significant Signings

A roundup of industry investment and personnel moves.