Required Reading: Market Leadership Requires Market Engineering

Companies that lead create the environment in which they compete.

More Than Half of CX Teams Will Add Tech, Not Headcount

AI spending is on the rise, but corresponding job losses are not happening, Gartner finds.

Staffing Issues Affect Customer Experience Quality

Uncertainty creates disengagement, which causes CX to drop, Gallup finds.

Businesses Turning to GenAI for Purchase Decisions

B2B buyers rely on genAI for purchase decisions, but back it with human intelligence.

Almost All Consumers Check Online Reviews Before First-Time Purchases

Customer reviews remain a default trust signal, while skepticism around AI-generated content is reshaping buying. Plus: Consumers unsure how to protect their personal data, Clutch finds.

Consumers Value Data Privacy but Don’t Feel Secure

Consumers remain unsure how to protect their personal data as breaches continue to rise, Clutch finds.

A Look Ahead at CRM in 2026

Industry players share their thoughts about what's in store for customer service, marketing, sales, and related technologies.

Better CX Is the Top CMO Priority

Marketing officials see the need for better customer experiences in 2026, Forrester finds.

Companies Are Losing Consumer Trust Fast

Clutch research reveals what builds trust and what destroys it. Plus: Consumers prefer AI personas that reflect their identities, new data says.

The Most Valuable AI Use Cases for Customer Service and Support

Four areas emerge as priorities for AI investment, Gartner finds.

CMOs Expect AI to Dramatically Change Their Role by 2027

AI is having ripple effects across marketing, Gartner reports

Consumers Watch Short Videos But Don’t Stay Fully Engaged

Companies can stand out by creating videos that capture attention in 30 seconds or less. Plus: Most consumers skip ads.

Required Reading: Global Success Requires Local Cultural Intelligence

Companies must adapt their marketing to regional expectations.

Buyers Are Pushing Back Against AI

Preferences shifting from AI to human sales experiences, Gartner reports. Plus: Self-service and live chat will be top service tech by 2027.

Business Use Cases for AI Have Doubled Since 2024

Companies are expanding their development of unique AI applications in CRM, ISG finds. Plus: The impact of social media posts on customers might be limited.

RevOps, Clean Data Are Keys to Sales Success with AI

Data quality is a key barrier, and RevOps could be the answer, G2 finds.

Optimism Fills Budget Discussions, but Expectations Should Be Tempered

Forrester's Budget Planning Guides urge preparing for deeper budget cuts. Plus: The tenure of CMOs is on the decline.

Personalization Leads to Customer Regret

Personalization can triple the likelihood of customer regret at key journey points, Gartner finds.

CSOs Are Prioritizing Growth from Existing Customers

Sales leaders look to increase account activity rather than account numbers, Gartner finds.

GenAI Benefits Minimal Now but Should Accelerate

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