Companies More Discerning About Marketing Spend

Budget cuts could hit marketing ecosystems, Forrester finds

Consumers Will Not Buy from Companies Using AI on Social Media

Companies need to let consumers know when AI creates content.

Mobile App Development Isn’t So Specialized

Internal teams today can handle most tasks related to companies' mobile apps

Customer Service Chatbots Get Only One Chance

Only 27 percent of customers would try a chatbot again after a negative experience.

ROI for CS-Related AI Deployments Remains Elusive

Customer service leaders face new pressures when it comes to AI, Gartner finds

Customer Service AI Spending Surges Amid Budget Stagnation

GenAI chatbots, voicebots, and agentic AI expected to deliver the greatest value.

AI Agents Will Outnumber Sellers 10-to-1 by 2028 

Despite AI gains, sellers say productivity isn't likely to increase, Gartner finds. 

CRM Budget Increases Expected in 2027 

After a year of caution, business leaders are ready to invest again, Forrester finds 

Closing the Loop with Loop Marketing

Loop marketing lays the foundation for greater personalization.

AI Is Causing a Major Shift in Customer Service

The technology is not replacing workers but restructuring work

Third-Party GenAI Winning Out Over Company Chatbots

Customers are using genAI for more than answers, but companies aren't cashing in, Gartner finds.

Brand Discovery Finds New Vectors

Companies invisible on digital and physical channels will be overlooked, Clutch finds 

Consumers Want AI Shopping Help, Not Purchase Decisions

Marketers should prioritize AI tools that support research and comparisons, Gartner urges.

AI Saves Sellers 5 Hours Per Week

But sales organizations are failing to reinvest AI efficiency savings, Gartner finds. Plus: Consumers want AI shopping help, not purchase decisions.

AI-Enabled Sellers 2.6 Times More Likely to Achieve Growth

AI can drive sales growth when leaders redesign seller workflows around it, Gartner finds.

AI Agents to Automate Half of Customer Service Jobs by 2030

AI is already handling most customer inquiries, and automation will continue to accelerate, Forrester predicts.

Required Reading: Brand Positioning Can’t Be Added After Production

Product development should have 'Brand Power Built In.'

More Than Half of All Ads to Be on Social Media by 2030

Social media advertising market expected to reach $640 billion, Omdia finds.

Companies Forcing Consumers to Download Apps

As app fatigue is rising, businesses that lead with value will win, Clutch asserts. Plus: Omdia says that more than half of all ads will be on social media by 2030.

AI Forces Go-to-Market Strategy

Forrester says that the old rules governing buyer and seller behavior no longer apply.