Required Reading: Personalization Will Yield $2 Trillion If Done Right

Winning companies will capitalize on the opportunity with aggressive strategies.

B2B Personalization Efforts Are Incomplete

Post-sale efforts are not being pursued, Forrester finds.

A Look Ahead at CRM in 2025

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

Required Reading: AI Is Creating Support Experiences, Not Just Journeys

Customer support is shifting from reactive to proactive.

GenAI Will Resolve 40 Percent of Customer Service Issues by 2027

Customer service leaders must evolve with changing customer expectations, Gartner finds.

Customer-Facing Conversational GenAI to Hit Critical Mass in 2025

Customer service leaders take primary responsibility for AI but face barriers to success, Gartner finds.

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.

The Keys to Customer Obsession

Customer-obsessed companies have an innovation and collaboration mindset, 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.

Marketing Needs More Collaboration with Security

A lack of cooperation has led to an increase in data breaches.

Marketing Leaders Can’t Prove Their Value

Few also receive credit for their contributions to business outcomes, Gartner finds.

Digital Doubles Are a Good Alternative to Algorithms

Consumer-owned AI agents offer real business benefits, Forrester says.

AI Ethics a Top Consumer Concern

CX Network report shows that consumers want greater transparency

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.

Forrester Identifies the Top Emerging Technologies

GenAI, turingbots, and IoT security are expected to deliver the fastest ROI.

Customer Service Innovators More Likely to Use GenAI

Companies that use generative AI have a competitive edge, Deloitte finds,

Required Reading: Pricing Science Has Changed a Lot in Nine Years

Technological and mindset challenges have spawned new customer value.

AI Named the Most Transformative Tech in 20 Years

ContactBabel lauds AI-powered agent assistance and chatbots.