GenAI Is Critical to Contact Center Success

Contact centers can use AI to improve experiences and drive growth, Forrester finds.

Only 14% of Customer Service Issues Are Fully Resolved in Self-Service

Customers can struggle to resolve even simple issues without assistance, Gartner finds.

AI Can Be Detrimental to CX

Gartner finds that there's customer pushback against AI that hinders getting to a human agent when self-service fails.

Forrester Identifies the Top Emerging Technologies

GenAI, turingbots, and IoT security are expected to deliver the fastest ROI.

B2B Marketers’ Skills Are Changing, LinkedIn Finds

Innovative thinking, problem solving, and adaptability will be key.

Technology Investments Don’t Stop CX Decline

Two studies show that consumers are still underwhelmed by customer experiences.

AI Ethics a Top Consumer Concern

CX Network report shows that consumers want greater transparency

Most Marketers Experience Collaboration Drag

Too much collaboration can harm worker productivity and retention, Gartner finds.

Marketing Budgets Fall 15 Percent

Gartner's CMO Survey reveals marketing budgets are just 7.7 percent of revenue in 2024.

Firms Must Center Revenue Processes on Customer Value

Forrester unveils the Opportunity Lifecycle framework to help companies become customer-obsessed.

Customer Service Innovators More Likely to Use GenAI

Companies that use generative AI have a competitive edge, Deloitte finds,

U.S. Shoppers Favor Retailer-Owned Ads

Retail media networks are preferable and pack more influence, Intellias finds,

GenAI to Handle 40 Percent of Marketing Tasks by 2029

IDC predicts huge productivity increases with genAI in five years.

AI Named the Most Transformative Tech in 20 Years

ContactBabel lauds AI-powered agent assistance and chatbots.

Generative AI Can Improve Contact Centers

CCW Digital says genAI can "elevate nearly every facet of customer contact."

Required Reading: Pricing Science Has Changed a Lot in Nine Years

Technological and mindset challenges have spawned new customer value.

Social Ads Are an Irritant

Consumers tell Hootsuite they don't like social media advertising.

Required Reading: In a Competitive World, the Platform Makes the Difference

There's a playbook for winning with platforms, and it starts with a mindset.

B2B Needs to Adopt an E-Commerce Approach

Forrester urges B2B sellers to more closely mirror B2C interactions.

B2B 'Deep' Sellers Tap Contacts More

LinkedIn finds that top sellers build deeper relationships with buyers.