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Insight

Required Reading: Journey Mapping Must Bring Customer-Focused Change

In their new book, How Hard Is It to Be Your Customer? Using Journey Mapping to Drive Customer-Focused Change, co-authors Jim Tincher and Nicole Newton of Heart of the Customer note that 65 percent of customer journey mapping projects fail to drive change.

Gartner Hypes Blockchain as a Sales Tool

A handful of technologies are on the brink of making a splash in CRM sales technology but are still five to 10 years away from any significant adoption, according to Gartner, which recently released its "Hype Cycle for CRM Sales Technology" report.

Brand Management a Challenge, Gartner Survey Shows

Even though global brand management is critical for company success, more than one-third (35 percent) of companies struggle with it, Gartner reports in its most recent brand survey.

Forrester Uncovers Customer-Marketing Disconnect

When marketers began to build customer profiles and personalize interactions, they had good intentions, but inadvertently, many of those efforts have led to creepy and even harmful experiences, Forrester Research contends in a new report.

Marketing Budgets Hit an Eight-Year Low

Marketing budgets have shifted downwards, dropping from 11.2 percent of overall company revenue in 2018 to 10.5 percent in 2019, according to a survey of chief marketing officers (CMOs) by Gartner.

Gartner Survey Finds Self-Service Insufficient

The self-service shortfall comes at a time when the cost differences between self-service channels, like company-run websites and mobile apps, and agent-assisted channels, like phone, email, and chat, are very substantial and continue to widen.

Mobile-Friendly Websites Are Now Essential

The need for mobile access is greater than ever, but research shows that most sites miss the mark

Sales Training, Coaching Will Benefit from AI

Gartner expects artificial intelligence to make training more personalized

Forrester Advocates for CMO-CIO Alignment

CMOs need to work more closely with their CIO counterparts, a new report asserts

Four Tech Trends That Will Transform Marketing Ecosystems

Gartner hypes AI and blockchain for digital marketing and advertising investments

Required Reading: Tips for Truly Memorable Experience Design

Customer service is founded on three pillars called the Service Trifecta

Marketers Emphasizing E-Commerce Over Advertising

Gartner uncovers more investment in digital commerce than digital ads

Nearly a Quarter of Sales Reps Are Looking for New Jobs

Gartner offers tips for attracting and retaining top inside sales reps

Customer-Centricity Is Key to Sales Success

Sellers must be able to provide perspective to customers, CSO Insights suggests

Sense-Makers Are Sales Closers

Gartner finds that salespeople who help buyers make sense of their options are more successful

Verint Offers Unified VoC to Help Solve Growing Interaction Challenge

Company emphasizes the need for more feedback at its Engage user conference

Required Reading: Ensuring Success Is in Your Sphere

It's in the quality, not the quantity, of your contacts

Deloitte Identifies Best Practices for Connecting with Customers

Emotional connections are the key to brand loyalty, research finds

Gartner Identifies 3 Actions for Sales Leaders Following an Acquisition

Sales leaders are uniquely positioned to mitigate risk and unlock value, a new report reveals

AI Driving Growth, Efficiencies in Contact Centers, NICE Speakers Affirm

NICE proves it's all-in with artificial intelligence at its annual users' conference