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.

Required Reading: Sales Take Place Below the Surface

The tech buying process involves emotion-based decisions.

Marketing Needs More Collaboration with Security

A lack of cooperation has led to an increase in data breaches.

Consumers Want Businesses to Stay Out of Politics

Bentley-Gallup survey finds Americans want companies to stay quiet on public policy

Marketing Leaders Can’t Prove Their Value

Few also receive credit for their contributions to business outcomes, 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.

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,