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Insight

When Will ChatGPT Be Ready for Business?

The AI chatbot shows promise, but it's not yet capable of customer interactions at scale.

Real-Time Feedback Is Still a Major Problem for Most Companies

Only 37 percent of companies can collect and act on real-time input.

A Look Ahead at CRM in 2023

CRM industry experts share their thoughts about what lies ahead in the new year.

Required Reading: Complaints Are the Gifts That Keep Giving

When handled properly, complaints can offer real rewards.

Digital Commerce Now Demands Rich Media

Companies should look into more short-form video advertising, Forrester suggests.

Required Reading: Rethinking the ABCs of Selling

Companies need to move away from the old "Always Be Closing" mind-set.

The 5 Elements of a Customer-Centricity Model

Innovation, consistency, intimacy, empowerment, and purpose are key, PwC urges.

Marketing Analytics Only Influences 53 Percent of Decisions

Data management challenges and cognitive biases limit marketing analytics' influence, Gartner finds.

Post-Pandemic Events Must Focus on Audience Needs

Virtual events are here to stay, and marketers need to revamp their strategies, Forrester advises.

Just 15 Percent of B2B Customers Resolve Issues in Self-Service

Gartner urges customer-centric design and guideposts along the self-service journey.

5 CX Budget Recommendations for the Coming Year

Some projects can still get funded, even when money is tight, says Forrester Research.

Required Reading: TSIA Leaders Pen the Digital Transformation Playbook

Business transformation requires a rethinking of traditional business models.

Required Reading: Education Isn’t Just for Kids Going Back to School

Informed consumers are key to company and customer success.

CMOs Should Work Closely with Procurement

CMO Council research finds opportunity for marketing to optimize sourcing through procurement.

Different B2B Buyers Show Different Signals

Being able to recognize buyer intent signals is key to success, Forrester finds.

First-Contact Resolution Should Be a Higher Priority

ContactBabel says companies see the need to reduce the number of contacts but aren't following through.

B2B Buyers Need to See the Value Today

Sellers need to know what's valuable to each individual buyer, Forrester finds.

Content Is Key to Conversational AI Success

As marketing and sales adopt AI, the focus should be on building the right messaging.

E-Commerce’s Better-than-Expected Boom

Forrester clocks returns far higher than projected.

Apple’s Ad Performance Tracking Additions Fall Flat

Ad industry insiders see the moves as providing little value to most.