Personalization Leads to Customer Regret
03 Jul 2025
Personalization can triple the likelihood of customer regret at key journey points, Gartner finds.
CSOs Are Prioritizing Growth from Existing Customers
10 Jul 2025
Sales leaders look to increase account activity rather than account numbers, Gartner finds.
GenAI Benefits Minimal Now but Should Accelerate
05 Jun 2025
Despite optimism, CMO Council finds data problems continue to hamper genAI outcomes.
Advanced AI Must Make Its Way to Customer-Facing Apps
11 Jun 2025
AI adoption is a must, but companies must first build trust, Forrester suggests.
Advice for B2B Firms in Volatile Economic Times
02 May 2025
Uncertainty could create opportunities for growth, Forrester says.
AI Investment Grows While Contact Centers Wait for the ROI
07 May 2025
Customer service leaders are optimistic about AI's self-service enablement, CCW Digital finds.
AI Makes Field Service More Proactive and Intelligent
12 May 2025
Companies are adopting AI to optimize field service management and improve CX, ISG finds.
Prepare Now for GenAI Advances
08 Apr 2025
Analysts expect generative AI's capabilities to expand in CRM.
Gartner Identifies Top Threats Facing Sales Leaders
10 Apr 2025
CSOs must evolve with rapid market and technological changes to succeed
Required Reading: Personalization Will Yield $2 Trillion If Done Right
28 Feb 2025
Winning companies will capitalize on the opportunity with aggressive strategies.
B2B Personalization Efforts Are Incomplete
07 Mar 2025
Post-sale efforts are not being pursued, Forrester finds.
A Look Ahead at CRM in 2025
24 Jan 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
24 Jan 2025
Customer support is shifting from reactive to proactive.
GenAI Will Resolve 40 Percent of Customer Service Issues by 2027
12 Feb 2025
Customer service leaders must evolve with changing customer expectations, Gartner finds.
Customer-Facing Conversational GenAI to Hit Critical Mass in 2025
19 Feb 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
21 Feb 2025
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
25 Nov 2024
Companies are increasing their use of AI in customer-facing applications, Forrester finds.
The Keys to Customer Obsession
26 Nov 2024
Customer-obsessed companies have an innovation and collaboration mindset, Forrester finds.
Firms Face Critical Decision on AI-Driven CRM
02 Dec 2024
Half of companies will need to modernize CRM by 2026 to benefit from AI, ISG says.
Marketing Needs More Collaboration with Security
15 Oct 2024
A lack of cooperation has led to an increase in data breaches.