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.

Advanced AI Must Make Its Way to Customer-Facing Apps

AI adoption is a must, but companies must first build trust, Forrester suggests.

Advice for B2B Firms in Volatile Economic Times

Uncertainty could create opportunities for growth, Forrester says.

AI Investment Grows While Contact Centers Wait for the ROI

Customer service leaders are optimistic about AI's self-service enablement, CCW Digital finds.

AI Makes Field Service More Proactive and Intelligent

Companies are adopting AI to optimize field service management and improve CX, ISG finds.

Prepare Now for GenAI Advances

Analysts expect generative AI's capabilities to expand in CRM.

Gartner Identifies Top Threats Facing Sales Leaders

CSOs must evolve with rapid market and technological changes to succeed

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.