GenAI Benefits Minimal Now but Should Accelerate

Despite optimism, CMO Council finds data problems continue to hamper genAI outcomes.

Advanced AI Must Make Its Way to Customer-Facing Apps

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

AI Investment Grows While Contact Centers Wait for the ROI

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

A Look Ahead at CRM in 2025

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

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.

Firms Face Critical Decision on AI-Driven CRM

Half of companies will need to modernize CRM by 2026 to benefit from AI, ISG says.

GenAI Is Critical to Contact Center Success

Contact centers can use AI to improve experiences and drive growth, Forrester finds.

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.

B2B Needs to Adopt an E-Commerce Approach

Forrester urges B2B sellers to more closely mirror B2C interactions.

Top AI Jobs Are CRM-Related

CRM pros need to stay ahead of the curve with AI advancements, research finds.

A Look Ahead at CRM in 2024

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

Required Reading: Revenue Growth Is Possible with Responsible AI

Have a clear objective and ethical framework when applying AI to sales and marketing.

CX for 2024 Offers Opportunities, Challenges

Forrester says that companies need to judiciously invest in and use generative AI and similar tech.

Generative AI Offers Significant Customer Success Benefits

Automated content creation can fuel growth without adding head count, Forrester finds.

Conversational AI Spending in Contact Centers to Rise

Gartner eyes huge spending increases this year and next on conversational AI and digital assistants.

35 Percent of CROs to Establish a Generative AI Team Within Two Years

Generative AI will democratize, accelerate, and enable buyer-centric messaging, Gartner reports.