GenAI Is Critical to Contact Center Success

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

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.

B2B Marketers’ Skills Are Changing, LinkedIn Finds

Innovative thinking, problem solving, and adaptability will be key.

Forrester Identifies the Top Emerging Technologies

GenAI, turingbots, and IoT security are expected to deliver the fastest ROI.

Customer Service Innovators More Likely to Use GenAI

Companies that use generative AI have a competitive edge, Deloitte finds,

Firms Must Center Revenue Processes on Customer Value

Forrester unveils the Opportunity Lifecycle framework to help companies become customer-obsessed.

Marketing Budgets Fall 15 Percent

Gartner's CMO Survey reveals marketing budgets are just 7.7 percent of revenue in 2024.

Required Reading: Pricing Science Has Changed a Lot in Nine Years

Technological and mindset challenges have spawned new customer value.

AI Named the Most Transformative Tech in 20 Years

ContactBabel lauds AI-powered agent assistance and chatbots.

GenAI to Handle 40 Percent of Marketing Tasks by 2029

IDC predicts huge productivity increases with genAI in five years.

U.S. Shoppers Favor Retailer-Owned Ads

Retail media networks are preferable and pack more influence, Intellias finds,

5 Best Practices for Empathetic Experience Design

Companies need to design customer experiences that make emotional connections, Forrester says.

B2B 'Deep' Sellers Tap Contacts More

LinkedIn finds that top sellers build deeper relationships with buyers.

B2B Needs to Adopt an E-Commerce Approach

Forrester urges B2B sellers to more closely mirror B2C interactions.

Required Reading: In a Competitive World, the Platform Makes the Difference

There's a playbook for winning with platforms, and it starts with a mindset.

Sales Analytics Are Helpful but Underused

Data problems top the concerns with analytics, Gartner finds.

Consumer Opt-Outs Are Increasingly Common

Trust issues prompt consumers to unsubscribe from company outreach, Attest finds.

Consumers Prefer Ads to Paying for Content

IAB finds that 8 in 10 consumers support the ad-supported internet.

B2B Marketers Waste a Lot of Time and Resources

CMO Council gives most marketers grades of C or worse for their efforts.