Required Reading: Brand Positioning Can’t Be Added After Production

Product development should have 'Brand Power Built In.'

AI Agents to Automate Half of Customer Service Jobs by 2030

AI is already handling most customer inquiries, and automation will continue to accelerate, Forrester predicts.

AI-Enabled Sellers 2.6 Times More Likely to Achieve Growth

AI can drive sales growth when leaders redesign seller workflows around it, Gartner finds.

AI Saves Sellers 5 Hours Per Week

But sales organizations are failing to reinvest AI efficiency savings, Gartner finds. Plus: Consumers want AI shopping help, not purchase decisions.

AI Forces Go-to-Market Strategy

Forrester says that the old rules governing buyer and seller behavior no longer apply.

Companies Forcing Consumers to Download Apps

As app fatigue is rising, businesses that lead with value will win, Clutch asserts. Plus: Omdia says that more than half of all ads will be on social media by 2030.

Required Reading: Market Leadership Requires Market Engineering

Companies that lead create the environment in which they compete.

More Than Half of CX Teams Will Add Tech, Not Headcount

AI spending is on the rise, but corresponding job losses are not happening, Gartner finds.

Consumer Use of Augmented Reality Is Influencing Purchases

Immersive technology is creating new ways for companies to engage and convert, Clutch finds.

B2B Companies Need to Take Advantage of Digital Commerce Opportunities

B2B suppliers have ample opportunities to capitalize on sales moves.

Staffing Issues Affect Customer Experience Quality

Uncertainty creates disengagement, which causes CX to drop, Gallup finds.

REQUIRED READING: After-Sales Experiences Need Greater Priority

Post-sales activities position companies for deeper loyalty.

Opus Describes a New CRM Software Category

CXO is the next frontier in customer experience, Opus says.

GenAI to Cost More Than Offshore Human Agents

Costs for genAI to resolve issues will exceed the costs for human agents by 2030, Gartner finds.

Businesses Turning to GenAI for Purchase Decisions

B2B buyers rely on genAI for purchase decisions, but back it with human intelligence.

Almost All Consumers Check Online Reviews Before First-Time Purchases

Customer reviews remain a default trust signal, while skepticism around AI-generated content is reshaping buying. Plus: Consumers unsure how to protect their personal data, Clutch finds.

Required Reading: Brand Superiority Requires a Strategic Enemy

Picking the right fight makes you unforgettable.

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.

Better CX Is the Top CMO Priority

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

Best Practices for B2B Marketers

Forrester lays out how top performers align marketing with sales, product, and IT teams.