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.

Customer Rage Is All the Rage

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

Better CX Is the Top CMO Priority

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

The Most Valuable AI Use Cases for Customer Service and Support

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

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.

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.

Customer Satisfaction with Contact Centers Continues to Slide

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

CSOs Are Prioritizing Growth from Existing Customers

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

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

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

GenAI Benefits Minimal Now but Should Accelerate

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

Advanced AI Must Make Its Way to Customer-Facing Apps

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

AI Investment Grows While Contact Centers Wait for the ROI

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

AI Makes Field Service More Proactive and Intelligent

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

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.