The Keys to Customer Obsession

Customer-obsessed companies have an innovation and collaboration mindset, Forrester finds.

GenAI Gaining Traction in Customer Feedback

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

Few Companies Meet Accessibility Standards

As the European Accessibility Act deadline looms, businesses need to act swiftly.

Sellers Who Use AI Meet Quota More Often

Gartner finds AI partnerships, mentalizing, and tactical flexibility as top seller competencies.

Marketing Leaders Can’t Prove Their Value

Few also receive credit for their contributions to business outcomes, Gartner finds.

Consumers Want Businesses to Stay Out of Politics

Bentley-Gallup survey finds Americans want companies to stay quiet on public policy

Marketing Needs More Collaboration with Security

A lack of cooperation has led to an increase in data breaches.

Contact Centers Are Ripe for Tech Investment

AI's actionable insights can be a game changer, CCW Digital finds.

Required Reading: Sales Take Place Below the Surface

The tech buying process involves emotion-based decisions.

Digital Doubles Are a Good Alternative to Algorithms

Consumer-owned AI agents offer real business benefits, Forrester says.

GenAI Is Critical to Contact Center Success

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

Only 14% of Customer Service Issues Are Fully Resolved in Self-Service

Customers can struggle to resolve even simple issues without assistance, Gartner finds.

AI Can Be Detrimental to CX

Gartner finds that there's customer pushback against AI that hinders getting to a human agent when self-service fails.

Forrester Identifies the Top Emerging Technologies

GenAI, turingbots, and IoT security are expected to deliver the fastest ROI.

B2B Marketers’ Skills Are Changing, LinkedIn Finds

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

Technology Investments Don’t Stop CX Decline

Two studies show that consumers are still underwhelmed by customer experiences.

AI Ethics a Top Consumer Concern

CX Network report shows that consumers want greater transparency

Most Marketers Experience Collaboration Drag

Too much collaboration can harm worker productivity and retention, Gartner finds.

Marketing Budgets Fall 15 Percent

Gartner's CMO Survey reveals marketing budgets are just 7.7 percent of revenue in 2024.

Firms Must Center Revenue Processes on Customer Value

Forrester unveils the Opportunity Lifecycle framework to help companies become customer-obsessed.