Required Reading: CX Design Requires an Organizational Redesign

Values-driven alignment is the key to company success.

Prepare Now for GenAI Advances

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

B2B Personalization Efforts Are Incomplete

Post-sale efforts are not being pursued, Forrester finds.

A Look Ahead at CRM in 2025

Industry players share their thoughts about what lies ahead for sales, marketing, and customer service

Required Reading: AI Is Creating Support Experiences, Not Just Journeys

Customer support is shifting from reactive to proactive.

GenAI Will Resolve 40 Percent of Customer Service Issues by 2027

Customer service leaders must evolve with changing customer expectations, Gartner finds.

Customer-Facing Conversational GenAI to Hit Critical Mass in 2025

Customer service leaders take primary responsibility for AI but face barriers to success, Gartner finds.

AI Brings Gains in Customer Service and Social Media Marketing

Companies are already seeing benefits from limited AI deployments, Capterra has found. Plus: NIQ research uncovers negative perceptions of genAI advertising.

GenAI Gaining Traction in Customer Feedback

Companies are increasing their use of AI in customer-facing applications, Forrester finds.

The Keys to Customer Obsession

Customer-obsessed companies have an innovation and collaboration mindset, Forrester finds.

Firms Face Critical Decision on AI-Driven CRM

Half of companies will need to modernize CRM by 2026 to benefit from AI, ISG says.

The Shifting Basis for Contact Center Decisions

By 2028, half of new contact center platforms will be based on data and insights rather than voice routing, ISG predicts.

Required Reading: Sales Take Place Below the Surface

The tech buying process involves emotion-based decisions.

Contact Centers Are Ripe for Tech Investment

AI's actionable insights can be a game changer, CCW Digital finds.

AI Can Be Detrimental to CX

Gartner finds that there's customer pushback against AI that hinders getting to a human agent when self-service fails.

Only 14% of Customer Service Issues Are Fully Resolved in Self-Service

Customers can struggle to resolve even simple issues without assistance, Gartner finds.

GenAI Is Critical to Contact Center Success

Contact centers can use AI to improve experiences and drive growth, Forrester finds.

Digital Doubles Are a Good Alternative to Algorithms

Consumer-owned AI agents offer real business benefits, Forrester says.

AI Ethics a Top Consumer Concern

CX Network report shows that consumers want greater transparency

Technology Investments Don’t Stop CX Decline

Two studies show that consumers are still underwhelmed by customer experiences.