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Insight

Marketers Need to Earn a Seat at the Table

CMOs often don't have a voice in executive discussions, Forrester finds.

Cloud Contact Centers to Be Mainstream in Two Years

Companies are starting to see the benefits of CCaaS, Gartner notes in new Hype Cycle report.

Six Technologies to Drive New Customer Acquisition and Growth

Gartner identifies the most influential technologies and trends for digital marketing.

Three Steps for Managing Customer Risks with Subscription Selling

Companies need to add a subscription readiness dimension to customer segmentation and coverage tiers.

‘Reimagined’ Consumers Have New Priorities

Accenture finds that post-COVID consumers value different things.

Tips for Building a Continuous Loyalty Program

Rewards have to offer a differentiated customer experience, Forrester Research urges.

Customer-Obsessed Companies Pull in 2.5 Times More Revenue

Higher profits, customer retention, and employee engagement follow CX initiatives, Forrester finds.

I Read 27 Best-Selling Books on Sales So You Don’t Have To

Skip the long reads and strengthen your sales chops with these top 5 skills

How to Fuel AI-Powered Marketing

Forrester lays out a game plan to help B2B marketers cast their nets.

AI, ABM Strategies Aren’t Just for Marketing

Gartner says sales teams can also apply artificial intelligence and account-based strategies to their craft.

4 Trends in Digital CX Point to Some Progress

Beefed-up design teams and better digital accessibility are critical, Forrester says.

Digital Sales Can’t Exclude Reps Completely

Companies can't rely on digital or human sales interactions alone, Gartner finds

The CMO’s New Role: Change Leader

Customer-centricity will only happen with top-down changes, Forrester maintains,

Required Reading: Keys to Shaping Unbreakable Bonds

CX transformation will help companies forge deeper customer relationships.

Digital Experiences Don’t Impact Purchase Decisions

Gartner research shows CMOs must rethink their digital strategies.

Google Delays Cookie Phaseout

Google is pushing back its plan to do away with third-party cookies by two years.

CX Doesn’t Have to Be So Expensive

Customer service costs rose during the pandemic, but now it's time to get back into savings mode.

Required Reading: Amazon Can Be Beat with the Right Focus

To compete with digital giants, identify and stick to a target market.

Digital Marketing Challenges Move Within

Organizational difficulties will be the biggest hurdle in 2021, Gartner finds

The Five Ps of Sales Success

Sales leaders will need to emphasize purpose, precision, personalization, productivity, and profitability, Forrester advises.