Required Reading: Market Leadership Requires Market Engineering

Companies that lead create the environment in which they compete.

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.

B2B Companies Need to Take Advantage of Digital Commerce Opportunities

B2B suppliers have ample opportunities to capitalize on sales moves.

Staffing Issues Affect Customer Experience Quality

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

REQUIRED READING: After-Sales Experiences Need Greater Priority

Post-sales activities position companies for deeper loyalty.

Opus Describes a New CRM Software Category

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

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.

Businesses Turning to GenAI for Purchase Decisions

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

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.

Required Reading: Brand Superiority Requires a Strategic Enemy

Picking the right fight makes you unforgettable.

A Look Ahead at CRM in 2026

Industry players share their thoughts about what's in store for customer service, marketing, sales, and related technologies.

Better CX Is the Top CMO Priority

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

Best Practices for B2B Marketers

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

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.

The Most Valuable AI Use Cases for Customer Service and Support

Four areas emerge as priorities for AI investment, Gartner finds.

CMOs Expect AI to Dramatically Change Their Role by 2027

AI is having ripple effects across marketing, Gartner reports

Consumers Watch Short Videos But Don’t Stay Fully Engaged

Companies can stand out by creating videos that capture attention in 30 seconds or less. Plus: Most consumers skip ads.

Required Reading: Global Success Requires Local Cultural Intelligence

Companies must adapt their marketing to regional expectations.

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.

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.