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.

Consumers Watch Short Videos But Don’t Stay Fully Engaged

Companies can stand out by creating videos that capture attention in 30 seconds or less. Plus: Most consumers skip ads.

Required Reading: Global Success Requires Local Cultural Intelligence

Companies must adapt their marketing to regional expectations.

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.

Customers Swayed by Brand Posts But Don’t Follow Through

Findings highlight a gap between social media influence and direct sales.

Required Reading: The Keys to Activating Customer Loyalty

Activators build stronger, more holistic relationships that go beyond traditional business development.

Customer Satisfaction with Contact Centers Continues to Slide

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

Personalization Leads to Customer Regret

Personalization can triple the likelihood of customer regret at key journey points, Gartner finds.

A Look Ahead at CRM in 2025

Industry players share their thoughts about what lies ahead for sales, marketing, and customer service

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.

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.

Social Ads Are an Irritant

Consumers tell Hootsuite they don't like social media advertising.

B2B Marketers Waste a Lot of Time and Resources

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

FTC Plans Crackdown on Fake Reviews, Influencers

New rules would prevent companies from using bogus customer comments or suppressing negative ones.

Social Content Creators Gain Influence

With sharp increases in numbers in just the past two years, social media content creators are in huge demand, Forrester says.

Gartner’s Top Sales Technologies

Gartner identified the innovations sales leaders can adopt to boost buyer engagement.