GenAI Benefits Minimal Now but Should Accelerate
05 Jun 2025
Despite optimism, CMO Council finds data problems continue to hamper genAI outcomes.
Advanced AI Must Make Its Way to Customer-Facing Apps
11 Jun 2025
AI adoption is a must, but companies must first build trust, Forrester suggests.
AI Investment Grows While Contact Centers Wait for the ROI
07 May 2025
Customer service leaders are optimistic about AI's self-service enablement, CCW Digital finds.
Required Reading: CX Design Requires an Organizational Redesign
01 Apr 2025
Values-driven alignment is the key to company success.
Prepare Now for GenAI Advances
08 Apr 2025
Analysts expect generative AI's capabilities to expand in CRM.
A Look Ahead at CRM in 2025
24 Jan 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
21 Feb 2025
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
25 Nov 2024
Companies are increasing their use of AI in customer-facing applications, Forrester finds.
Firms Face Critical Decision on AI-Driven CRM
02 Dec 2024
Half of companies will need to modernize CRM by 2026 to benefit from AI, ISG says.
GenAI Is Critical to Contact Center Success
17 Sep 2024
Contact centers can use AI to improve experiences and drive growth, Forrester finds.
B2B Marketers’ Skills Are Changing, LinkedIn Finds
19 Jul 2024
Innovative thinking, problem solving, and adaptability will be key.
Forrester Identifies the Top Emerging Technologies
22 Jul 2024
GenAI, turingbots, and IoT security are expected to deliver the fastest ROI.
B2B Needs to Adopt an E-Commerce Approach
17 Apr 2024
Forrester urges B2B sellers to more closely mirror B2C interactions.
Top AI Jobs Are CRM-Related
21 Mar 2024
CRM pros need to stay ahead of the curve with AI advancements, research finds.
A Look Ahead at CRM in 2024
30 Jan 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
11 Dec 2023
Have a clear objective and ethical framework when applying AI to sales and marketing.
CX for 2024 Offers Opportunities, Challenges
11 Dec 2023
Forrester says that companies need to judiciously invest in and use generative AI and similar tech.
Generative AI Offers Significant Customer Success Benefits
17 Oct 2023
Automated content creation can fuel growth without adding head count, Forrester finds.
Conversational AI Spending in Contact Centers to Rise
29 Aug 2023
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
31 Aug 2023
Generative AI will democratize, accelerate, and enable buyer-centric messaging, Gartner reports.