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.

Sales Analytics Are Helpful but Underused

Data problems top the concerns with analytics, Gartner finds.

Consumer Opt-Outs Are Increasingly Common

Trust issues prompt consumers to unsubscribe from company outreach, Attest finds.

B2B Marketers Waste a Lot of Time and Resources

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

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.

In 2024, Don’t Let Modest Budgets Create Complacency

Forrester urges CRM practitioners to focus investments on innovation and skills.

Required Reading: Revenue Growth Is Possible with Responsible AI

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

FTC Plans Crackdown on Fake Reviews, Influencers

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

GenAI to Benefit Customer Service—Eventually

Generative AI is not yet ready for customer-facing use cases, Forrester asserts.

Generative AI Offers Significant Customer Success Benefits

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

IDC Offers a Framework for Developing a GenAI Strategy

AI requires a responsible policy position, strong architecture, and skilled staff, the IDC says.

Conversational AI Spending in Contact Centers to Rise

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