Business Use Cases for AI Have Doubled Since 2024

Companies are expanding their development of unique AI applications in CRM, ISG finds. Plus: The impact of social media posts on customers might be limited.

Buyers Are Pushing Back Against AI

Preferences shifting from AI to human sales experiences, Gartner reports. Plus: Self-service and live chat will be top service tech by 2027.

Required Reading: Global Success Requires Local Cultural Intelligence

Companies must adapt their marketing to regional expectations.

CMOs' Tenure Is on the Decline

Marketing leader roles are changing at many top companies, Forrester finds.

Optimism Fills Budget Discussions, but Expectations Should Be Tempered

Forrester's Budget Planning Guides urge preparing for deeper budget cuts. Plus: The tenure of CMOs is on the decline.

RevOps, Clean Data Are Keys to Sales Success with AI

Data quality is a key barrier, and RevOps could be the answer, G2 finds.

B2B Marketers Tend to Start Too Late

Marketing needs to influence buyers earlier in the process, Forrester urges.

Half of Organizations Will Stop CX Workforce Reductions Due to AI

Human agents reemerge as essential components in customer service strategies amid AI integration challenges, Gartner finds.

CSOs Are Prioritizing Growth from Existing Customers

Sales leaders look to increase account activity rather than account numbers, Gartner finds.

Personalization Leads to Customer Regret

Personalization can triple the likelihood of customer regret at key journey points, Gartner finds.

Customer Satisfaction with Contact Centers Continues to Slide

According to CCW research, many long-standing pain points have yet to be resolved.

Required Reading: The Keys to Activating Customer Loyalty

Activators build stronger, more holistic relationships that go beyond traditional business development.

Advanced AI Must Make Its Way to Customer-Facing Apps

AI adoption is a must, but companies must first build trust, Forrester suggests.

Companies Struggle to Integrate Sales Plays into CRM

Businesses with integrated systems see accelerated revenue growth, Bain finds.

GenAI Benefits Minimal Now but Should Accelerate

Despite optimism, CMO Council finds data problems continue to hamper genAI outcomes.

Required Reading: Customer Advisory Boards Are the Secret Weapon for Growth

Here's how to nurture a true partnership with your customers.

CRM Technologies Most Valued in the Finance Function

Gartner identifies the top 5 technologies expected to see high levels of investment.

AI Makes Field Service More Proactive and Intelligent

Companies are adopting AI to optimize field service management and improve CX, ISG finds.

Don’t Forget the Post-Sale Engagement

Companies that look at the full life cycle achieve greater bottom-line results, Forrester says.

AI Investment Grows While Contact Centers Wait for the ROI

Customer service leaders are optimistic about AI's self-service enablement, CCW Digital finds.