Companies Are Losing Consumer Trust Fast

Clutch research reveals what builds trust and what destroys it. Plus: Consumers prefer AI personas that reflect their identities, new data says.

Best Practices for B2B Marketers

Forrester lays out how top performers align marketing with sales, product, and IT teams.

Better CX Is the Top CMO Priority

Marketing officials see the need for better customer experiences in 2026, Forrester finds.

Customer Rage Is All the Rage

New survey finds rise in customer complaints and dissatisfaction with the response.

A Look Ahead at CRM in 2026

Industry players share their thoughts about what's in store for customer service, marketing, sales, and related technologies.

Required Reading: Brand Superiority Requires a Strategic Enemy

Picking the right fight makes you unforgettable.

Consumers Watch Short Videos But Don’t Stay Fully Engaged

Companies can stand out by creating videos that capture attention in 30 seconds or less. Plus: Most consumers skip ads.

CMOs Expect AI to Dramatically Change Their Role by 2027

AI is having ripple effects across marketing, Gartner reports

The Most Valuable AI Use Cases for Customer Service and Support

Four areas emerge as priorities for AI investment, Gartner finds.

Customers Swayed by Brand Posts But Don’t Follow Through

Findings highlight a gap between social media influence and direct sales.

Self-Service and Live Chat to Be Top Service Tech by 2027

Phone and email will sharply decline in value in favor of digital channels, Gartner finds.

Business Use Cases for AI Have Doubled Since 2024

Companies are expanding their development of unique AI applications in CRM, ISG finds. Plus: The impact of social media posts on customers might be limited.

Buyers Are Pushing Back Against AI

Preferences shifting from AI to human sales experiences, Gartner reports. Plus: Self-service and live chat will be top service tech by 2027.

Required Reading: Global Success Requires Local Cultural Intelligence

Companies must adapt their marketing to regional expectations.

CMOs' Tenure Is on the Decline

Marketing leader roles are changing at many top companies, Forrester finds.

Optimism Fills Budget Discussions, but Expectations Should Be Tempered

Forrester's Budget Planning Guides urge preparing for deeper budget cuts. Plus: The tenure of CMOs is on the decline.

RevOps, Clean Data Are Keys to Sales Success with AI

Data quality is a key barrier, and RevOps could be the answer, G2 finds.

B2B Marketers Tend to Start Too Late

Marketing needs to influence buyers earlier in the process, Forrester urges.

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.