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Conversational AI, chatbots, and automated marketing are not new to B2B marketing technology stacks. Recent innovations in B2B conversation automation solutions fueled by rapid advancements in large language models and generative AI have introduced and refined capabilities for personalized interactions, access to audience and marketing performance insights, and content production at scale. Modern business users inspired by their consumer experiences with AI and conversational interfaces are looking to better utilize these technologies for business purposes.
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B2B marketing leaders can use this report to understand the value they can expect from an embedded conversation automation solution and to explore potential partners.
Generative AI (genAI) and agentic workflows are roiling technology services markets, overturning the 15-year stability of the prevailing business model. The era defined by time-and-materials pricing, agnostic technology positions, and people-driven business growth is no longer viable. Since the peak growth seen in 2021, the sector has become entirely different.Starting in 2022, four powerful forces began converging to disrupt the services status quo, forcing providers toward radically different choices and reshaping the sector to deliver what enterprises need now.Key takeaways: Learn how four forces shape technology service business models.Find out what separates winners from losers.Explore how, as a buyer of services, you can thrive in a reconstructed services economy.Target audience level: intermediate
CRM is a critical piece of technology infrastructure that underpins a firm’s ability to deliver next-generation financial services. It connects organizational silos to drive customer and business value. CRMs are integrating AI and adding intelligent agents to boost productivity and deliver personalized customer experiences at scale. This makes CRM an indispensable tool for financial services firms aiming to enhance customer experiences, streamline operations, and drive growth.Despite the benefits, we often hear that financial services firms struggle to justify the investment in CRM modernization, and firms that have done so say that they’re struggling to extract value. This makes it more important than ever to choose the right vendor. But the financial services CRM market is bifurcating, making vendor choice even harder.Key takeaways: Understand the financial services CRM market, key vendors, and common financial services use cases.Learn how AI (predictive, generative, and agentic) is transforming CRM and what it means for financial services firms.Uncover the mistakes that are leading to the underutilization of CRM by financial services firms.Identify the key considerations that should inform financial services firms’ CRM purchasing decision.Target audience level: intermediate and advanced
The results from our 2025 global survey into the state of customer feedback management and customer experience (CX) measurement programs are in! Join us for this webinar to discuss the results.Key takeaways: How CX leaders around the world manage customer feedback and measure CX.The key listening posts and metrics CX leaders and their organizations rely on.How CX leaders embed metrics and insights into their organizations.The technology CX leaders are using and how they’re leveraging generative AI.Target audience level: all levels
Shell Fleet Solutions successfully implemented buying groups to better serve the needs of its customers with cutting-edge marketing programs and enhance support for its internal teams. Join this client webinar with Angela Scaueru and Paul Bloemheuvel from Shell and Vicki Brown from Forrester to discuss best practices for harnessing a data-driven approach to effectively integrate account, contact, and buying group behavioral data.Key takeaways: Hear about Shell Fleet Solutions’ innovative strategies for buying groups.Learn how Shell leveraged account, contact, and buying group behavioral data.See how Shell gained a deeper understanding of customer behavior, improved sales and marketing coordination, and ultimately increased customer value.Target audience level: intermediate
While spend on B2B events remains high, budgets and resources are under massive strain as teams struggle to demonstrate value and justify increased investment. This webinar shares findings from Forrester’s Q1 2025 State Of B2B Events Survey and highlights changes leaders are making to their event budgets, mixes, and priorities as they adapt to a complex and dynamic environment.Key takeaways: Explore key findings from Forrester’s Q1 2025 State Of B2B Events Survey.Understand how leaders are approaching event budgets, mixes, and priorities.Take away actionable next steps to help you adapt to the new event environment.Target audience level: all levels
Changing business buyer behavior is making traditional go-to-market processes obsolete and turbulent global markets, geopolitical and social upheaval, and technology disruption are upending carefully crafted strategies, budgets, and priorities. It’s critical for B2B leaders to go beyond reactivity to prioritize stable market segments, reduce operational costs, and continuously monitor buyer and customer behaviors. While some lessons from the COVID-19 pandemic may be of use, every crisis has its own context. Today’s conditions represent a poly-crisis that also requires proactive scenario and contingency planning, a new pace for decision-making, and compliance vigilance. Take these actions and you won’t just overcome the chaos – you'll thrive within it. Key takeaways: Learn how to ruthlessly prioritize target market segments.Identify ways to cut duplicative technologies and nonstrategic operational costs.Understand why continuous customer insights strengthen resilience.Leverage scenario planning to keep one step ahead.Change the pace of decision-making and delegate more to frontline leaders.Keep data compliance requirements front and center Target audience level: beginner and intermediate