Every month, we put together the best resources from around the web to help recurring revenue businesses navigate customer retention and experience challenges, and stay on top of the latest trends.

The January edition of our Customer Intelligence Roundup entails a retrospective as well as a forward-looking view of AI’s impact on customer experience delivery and driving loyalty.

Predictions 2022: B2C CMOs Need to Adapt or Get Sidelined
Are your predictions for 2022 written in stone? Not if you are listening to this Forrester podcast! Tune in to hear the top minds in the CMO world and discover why CMOs will need to upskill and handle marketing’s new responsibilities in the year ahead.

The State of AI in 2021

As AI’s use in business becomes more common, the tools and best practices to make the most out of AI have also become more sophisticated. According to the 2021 McKinsey Global Survey, most respondents said their organizations had adopted AI capabilities. Learn more.

New Forrester Data Shows Wide Disparities in US Federal Customer Experience (CX) Quality Despite Overall Gains

In response to the White House’s new focus on equity and to help understand the state of the federal CX, Forrester has published a US federal CX Index (CX Index™) report since 2015. The report finds a wide disparity in CX quality by demography. Read more.

Five Tips for Creating a Successful AI-Driven Customer Winback Strategy

While creating a winback strategy can be more challenging than developing a retention program, the former will enable you to explore and leverage new growth opportunities by driving loyalty. In this article, VOZIQ’s CEO Dr. Vasudeva Akula shares five tips to launch an effective winback program and turn your customers into loyal ambassadors.