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.

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.

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.

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.

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.

Personalization Leads to Customer Regret

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

Advanced AI Must Make Its Way to Customer-Facing Apps

AI adoption is a must, but companies must first build trust, Forrester suggests.

Prepare Now for GenAI Advances

Analysts expect generative AI's capabilities to expand in CRM.

A Look Ahead at CRM in 2025

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

B2B Marketers’ Skills Are Changing, LinkedIn Finds

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

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.

A Look Ahead at CRM in 2024

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

Gartner’s Top Sales Technologies

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

CRM to Be a $96.4 Billion Business by 2027

Spending will increase as companies expand their customer experience focus.

Staking a Spot in the Metaverse Is for the Risk-Takers

Designing experiences for the metaverse will require bold action, Forrester warns.

Forrester’s 5 Steps to Optimize B2B Ad Budgets

Greater attention needs to be paid to proper audience targeting, says a new report.

Voice Assistants Still Underutilized for Business

Despite widespread availability, companies and customers aren't interacting with them.

Chat Ready for Takeoff; Some Companies Aren’t

Many consumers are already comfortable with the technology, Forrester finds.

Retailer CX Fails to Impress

The customer experience dip follows two years of gains, Forrester says. Plus: Five recommendations for how to fix it.