B2B Companies Need to Take Advantage of Digital Commerce Opportunities

B2B suppliers have ample opportunities to capitalize on sales moves.

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.

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.

CMOs Expect AI to Dramatically Change Their Role by 2027

AI is having ripple effects across marketing, Gartner reports

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.

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.

GenAI Benefits Minimal Now but Should Accelerate

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

Advanced AI Must Make Its Way to Customer-Facing Apps

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

AI Investment Grows While Contact Centers Wait for the ROI

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

Required Reading: CX Design Requires an Organizational Redesign

Values-driven alignment is the key to company success.

Prepare Now for GenAI Advances

Analysts expect generative AI's capabilities to expand in CRM.

A Look Ahead at CRM in 2025

Industry players share their thoughts about what lies ahead for sales, marketing, and customer service

AI Brings Gains in Customer Service and Social Media Marketing

Companies are already seeing benefits from limited AI deployments, Capterra has found. Plus: NIQ research uncovers negative perceptions of genAI advertising.

GenAI Gaining Traction in Customer Feedback

Companies are increasing their use of AI in customer-facing applications, Forrester finds.

Firms Face Critical Decision on AI-Driven CRM

Half of companies will need to modernize CRM by 2026 to benefit from AI, ISG says.

GenAI Is Critical to Contact Center Success

Contact centers can use AI to improve experiences and drive growth, Forrester finds.

B2B Marketers’ Skills Are Changing, LinkedIn Finds

Innovative thinking, problem solving, and adaptability will be key.