Trends

This is the year everything CRM changes, thanks to AI. It's going to take some time to absorb something as powerful and manifold as AI, and we shouldn't expect instant change. That's why I'm sticking my neck out to say that understanding AI might just be the work of a generation.

Examining the transition from the CRM-dominated tech landscape to a future shaped by AI, let's navigate the challenges, security concerns, and opportunities that lie ahead.

Legacy CRM systems may obstruct the path to business growth and enriched customer experiences. Modern CRM platforms, with a focus on customer retention and prospect conversion, are no longer optional to achieve business success.

Coors Field, home of the Colorado Rockies MLB team, pioneers frictionless age verification with Amazon One, transforming how customers purchase alcoholic beverages

A mobile wallet is an obvious answer for brands who want to seamlessly enroll, engage, and retain loyalty members, with 79% of U.S. consumers in a recent study saying they are more likely to join a loyalty program that does not require carrying a physical card.

Adopting tech-based software platforms is crucial for solving supply chain issues. Yet, achieving transparency remains a challenge, especially for non-tech-savvy merchants and shippers.

Whether Walmart succeeds in winning over its customers could directly impact other retailers to follow suit. Either way, a key factor is collecting their insights.

Intent data is becoming an increasingly important tool among B2B organizations and retail marketers. In fact, 62% of companies now use one or more intent data solutions. Yet, as a new product category, intent data can be complex.

We spoke with Robert Brown from BDO Digital about customer analytics in retail sales. He noted that a fundamental notion about the role of technology this year is that it is critical to invest in e-commerce and digital marketing.

A recent study revealed that 90% of businesses are willing to pay more for better customer service. However, they will pay more elsewhere if satisfaction takes too long.

Generative AI's appeal stems from the potential to lower costs (labor) while maintaining close customer relationships. Hence, CRM vendors are all over it, like junkyard dogs.

As physical stores enjoy a return of foot traffic from younger consumers, their banking and payment preferences present challenges to retailers.

Attention retailers! Are your stores ready to get phygital? A successful phygital retail strategy blends the useful elements of the in-person customer experience into the digital sphere interchangeably.

By executing wisely and investing in communication automation and AI services, companies can avoid negative impacts on revenue growth while improving CX.