CRM Budget Increases Expected in 2027 

After a year of caution, business leaders are ready to invest again, Forrester finds 

Closing the Loop with Loop Marketing

Loop marketing lays the foundation for greater personalization.

AI Is Causing a Major Shift in Customer Service

The technology is not replacing workers but restructuring work

Third-Party GenAI Winning Out Over Company Chatbots

Customers are using genAI for more than answers, but companies aren't cashing in, Gartner finds.

Brand Discovery Finds New Vectors

Companies invisible on digital and physical channels will be overlooked, Clutch finds 

Consumers Want AI Shopping Help, Not Purchase Decisions

Marketers should prioritize AI tools that support research and comparisons, Gartner urges.

AI Saves Sellers 5 Hours Per Week

But sales organizations are failing to reinvest AI efficiency savings, Gartner finds. Plus: Consumers want AI shopping help, not purchase decisions.

AI-Enabled Sellers 2.6 Times More Likely to Achieve Growth

AI can drive sales growth when leaders redesign seller workflows around it, Gartner finds.

AI Agents to Automate Half of Customer Service Jobs by 2030

AI is already handling most customer inquiries, and automation will continue to accelerate, Forrester predicts.

Required Reading: Brand Positioning Can’t Be Added After Production

Product development should have 'Brand Power Built In.'

More Than Half of All Ads to Be on Social Media by 2030

Social media advertising market expected to reach $640 billion, Omdia finds.

Companies Forcing Consumers to Download Apps

As app fatigue is rising, businesses that lead with value will win, Clutch asserts. Plus: Omdia says that more than half of all ads will be on social media by 2030.

AI Forces Go-to-Market Strategy

Forrester says that the old rules governing buyer and seller behavior no longer apply.

Service and Support Leaders Expand Human Agent Responsibilities

Amid AI advances, leaders are pursuing workforce redesign rather than elimination, Gartner finds. Plus: Only 30 percent of marketing orgs can scale AI.

Consumer Trust Builds for Online Communities

Consumers rely on online communities for trusted peer advice, Clutch finds.

Consumer Use of Augmented Reality Is Influencing Purchases

Immersive technology is creating new ways for companies to engage and convert, Clutch finds.

More Than Half of CX Teams Will Add Tech, Not Headcount

AI spending is on the rise, but corresponding job losses are not happening, Gartner finds.

Required Reading: Market Leadership Requires Market Engineering

Companies that lead create the environment in which they compete.

Consumers Prefer Brands That Avoid Using GenAI in Content

Marketers should make AI transparent and beneficial, Gartner urges.

Staffing Issues Affect Customer Experience Quality

Uncertainty creates disengagement, which causes CX to drop, Gallup finds.