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.

Service and Support Leaders Expand Human Agent Responsibilities

Amid AI advances, leaders are pursuing workforce redesign rather than elimination, Gartner finds. Plus: Only 30 percent of marketing orgs can scale AI.

Consumer Trust Builds for Online Communities

Consumers rely on online communities for trusted peer advice, Clutch finds.

Consumer Use of Augmented Reality Is Influencing Purchases

Immersive technology is creating new ways for companies to engage and convert, Clutch finds.

More Than Half of CX Teams Will Add Tech, Not Headcount

AI spending is on the rise, but corresponding job losses are not happening, Gartner finds.

Required Reading: Market Leadership Requires Market Engineering

Companies that lead create the environment in which they compete.

Consumers Prefer Brands That Avoid Using GenAI in Content

Marketers should make AI transparent and beneficial, Gartner urges.

Staffing Issues Affect Customer Experience Quality

Uncertainty creates disengagement, which causes CX to drop, Gallup finds.

B2B Companies Need to Take Advantage of Digital Commerce Opportunities

B2B suppliers have ample opportunities to capitalize on sales moves.

Consumers Value Data Privacy but Don’t Feel Secure

Consumers remain unsure how to protect their personal data as breaches continue to rise, Clutch finds.

Almost All Consumers Check Online Reviews Before First-Time Purchases

Customer reviews remain a default trust signal, while skepticism around AI-generated content is reshaping buying. Plus: Consumers unsure how to protect their personal data, Clutch finds.

Businesses Turning to GenAI for Purchase Decisions

B2B buyers rely on genAI for purchase decisions, but back it with human intelligence.

GenAI to Cost More Than Offshore Human Agents

Costs for genAI to resolve issues will exceed the costs for human agents by 2030, Gartner finds.

Opus Describes a New CRM Software Category

CXO is the next frontier in customer experience, Opus says.

REQUIRED READING: After-Sales Experiences Need Greater Priority

Post-sales activities position companies for deeper loyalty.

Companies Are Losing Consumer Trust Fast

Clutch research reveals what builds trust and what destroys it. Plus: Consumers prefer AI personas that reflect their identities, new data says.

Best Practices for B2B Marketers

Forrester lays out how top performers align marketing with sales, product, and IT teams.

Better CX Is the Top CMO Priority

Marketing officials see the need for better customer experiences in 2026, Forrester finds.