Advice for B2B Firms in Volatile Economic Times

Uncertainty could create opportunities for growth, Forrester says.

AI Investment Grows While Contact Centers Wait for the ROI

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

Don’t Forget the Post-Sale Engagement

Companies that look at the full life cycle achieve greater bottom-line results, Forrester says.

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.

Gartner Identifies Top Threats Facing Sales Leaders

CSOs must evolve with rapid market and technological changes to succeed

Marketing Orgs Still Have Limited or No GenAI

Marketers who have adopted genAI use it for creative development. Plus: marketers see creative evaluation process as flawed.

Required Reading: Personalization Will Yield $2 Trillion If Done Right

Winning companies will capitalize on the opportunity with aggressive strategies.

ABM Grows, but Limits Persist

Research shows that account-based marketing isn't being fully implemented.

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.

Many Consumers Unsubscribe from Emails Weekly

Capterra's research identifies actionable steps for businesses to address email marketing trends.

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.