In 2024, Don’t Let Modest Budgets Create Complacency

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

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.

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.

B2B Marketers Are Embracing AI

But confidence is still lacking in the results generated, Forrester finds.

Gartner’s Top Sales Technologies

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

Generative AI to Usher in a Bold New Future for Business

AI will bring together physical and digital worlds for companies, Accenture notes.

IDC Advances the Adaptive Customer Engagement Model

The analyst firm has created a replacement for the marketing-sales funnel.

A Look Ahead at CRM in 2023

CRM industry experts share their thoughts about what lies ahead in the new year.

When Will ChatGPT Be Ready for Business?

The AI chatbot shows promise, but it's not yet capable of customer interactions at scale.

The 5 Elements of a Customer-Centricity Model

Innovation, consistency, intimacy, empowerment, and purpose are key, PwC urges.

Content Is Key to Conversational AI Success

As marketing and sales adopt AI, the focus should be on building the right messaging.

2022 Marks the Advent of the Metaverse Continuum

Accenture highlights the fledgling metaverse in its ‘Technology Vision 2022' report.

Gartner Urges Supplementing Surveys with Analytics

The primary goal should be to make customer data actionable.

Proposed Legislation Targets Data-Driven Advertising

The bill would limit the so-called ‘surveillance advertising' model.

What’s in Store for CRM in 2022?

CRM industry insiders share their thoughts about what lies ahead in the new year.

Revenue Operations to Dominate Marketing Operations

‘RevTech' will be key to sales and marketing success in 2022, Dun & Bradstreet predicts.