2028 Is the Deadline to Reshape Your Customer Support

This week on Funnel Frontier: Gartner's prediction: by 2028, companies will start switching to AI-powered single-channel customer service.

This week:

• 30% of Fortune 500 will embrace single-channel customer service by 2028
• Since we’re all boarding the AI train, here’s 18 ways how to actually use it
• 3 simple CRM tweaks, major customer retention gains
• 5 marketing predictions you can’t ignore for 2025
• Here’s how to turn leads into loyal customers

Stat of the Week

As many as 73% of shoppers believe that AI could improve their customer experience. (Tidio)

30% of Fortune 500 will embrace single-channel customer service by 2028

Imagine calling customer service and being greeted by one single AI-powered agent that gets you right from the start. 

According to Gartner, that’s not sci-fi—it’s the future. They’re betting that 30% of Fortune 500 companies will ditch the chaos of multichannel support in favor of a unified, AI-enabled experience.

Why the shift? Because juggling too many channels isn’t just a headache for customers—it’s a financial black hole for businesses. 

Gartner’s crystal ball sees AI stepping in to streamline the chaos, blending voice, chat, and even video seamlessly into a single interaction that feels… dare we say it, human. 

The good, the bad, and the fraudulent

But not all is smooth sailing in this brave new world of AI dominance. Gartner predicts that while customers might finally enjoy smoother service, fraudsters will also get smarter. Think deepfakes, voice cloning, and AI trickery to bypass security systems and con your friendly support agent.

The kicker? Gartner says fraud attempts in service organizations could skyrocket by 300% by 2027. Cue the panic alarms and the push for advanced identity verification measures to keep customers safe.

The rise of third-party AI assistants

Oh, and here’s another twist: Gartner expects 70% of customer service journeys to start—and end—on third-party assistants like Apple AI or Google Gemini by 2028. That’s right; customers might bypass your official channels entirely. It’s like outsourcing your CX to a middleman.

So, what does this mean for your business? For starters, if your contact center is still stuck on hold with outdated tech, it’s time for an upgrade. Voice-enabled GenAI tools are poised to transform the service experience, giving customers quicker resolutions and fewer reasons to scream into the void.

But beware: simplicity isn’t always customer-friendly. Gartner warns that a single AI channel might make life harder for some users, potentially driving churn. The takeaway? Balance is key—invest in tech that reduces effort but doesn’t sacrifice trust or security.

If you’re not already thinking about how to plug into these platforms, you’re playing catch-up. It’s time to evaluate your self-service tools and consider building conversational AI solutions that meet customers where they are—on their phones, talking to Siri.

The Week @ CRM.org

CRM for Startups. Finding a startup-friendly CRM is like sneaking snacks into a theater—you need something discreet and effective.

Open Source CRM. You see, jumping into open-source CRM is a bit like hosting a potluck dinner… 

Weekly Bloom

Balancing Customer Retention & Churn. Customer churn is like having aliens abduct your paying customers. It’s time to power up the retention forcefield!

Since we’re all boarding the AI train, here’s 18 ways how to actually use it

By now, you probably get the memo: AI is the future of CX. But here’s the thing—plopping a bot into your workflow and hoping for the best? That’s not going to cut it anymore. Customers expect more, and AI has the power to deliver if you use it right.

Dr. Natalie Petouhoff recently shared 18 real-world use cases for Agentic AI, and we’ve handpicked a few favorites. Here are a few real examples (and ideas) of AI stepping in to save the day:

Proactive cart recovery

Cart abandonment? Agentic AI isn’t here to beg—it’s here to close. It identifies the behavior, shoots over a discount, and gives your customer a one-click option to seal the deal. Think of it as the sales rep who always turns a “maybe” into a “heck yes.”

Post-purchase assistance

After buying a smart device, customers often fumble with setup. AI swoops in with tutorials, accessory suggestions, and confidence-boosting tips. Customers feel like tech wizards without needing a frantic call to support. It’s follow-up, but without the cringe.

Real-time flight management

When flights go sideways, Agentic AI rebooks connections, arranges hotels, and handles logistics before you’ve finished sighing at the departure board. Stress-free travel? Yes, please.

Fraud prevention

Suspicious account activity? AI locks it down, notifies you, and provides easy steps to verify or dispute. Your customers stay safe, and your trust score shoots up.

Loan and credit management

AI scans customer accounts, spots a better loan rate, and pre-fills applications so they can switch with minimal hassle. Everyone loves a financial win without the fine print.

What you can do:

Start small. Identify a few customer pain points—like cart abandonment or fraud prevention—and explore how AI tools can automate and enhance those processes. Test, tweak, and roll out solutions that don’t just save time but actually wow your customers.

Stellar Strategies: Tips & Tricks for Sales, Marketing & Service

3 simple CRM tweaks, major customer retention gains

Preview text: Personalization = returning customers. Discover 3 CRM fixes that make personalization easy and loyalty inevitable.

Engaging with customers isn’t just about a sale—it’s about building loyalty that sticks. With 80% of customers favoring brands that deliver personalized experiences, it’s clear that personalization is the secret sauce for standing out. 

And, your CRM is the ace up your sleeve. This tool can do so much more than manage contacts; it’s your toolkit for creating experiences that leave lasting impressions and make your customers feel valued. 

Let’s dive into three ways to turn your CRM into a retention powerhouse.

1. Use CRM to spot trouble before it hits

Your CRM holds clues to customer behavior—think of it as a crystal ball for engagement. Use it to predict when customers might be slipping away and step in with a personalized nudge.

How? Track patterns like declining purchases or unopened emails. Your CRM’s analytics can flag these red flags, giving you time to act.

Pro Tip: Automate alerts for inactivity to jump in with timely outreach that feels thoughtful, not desperate.

2. Let your emails do the heavy lifting

Gone are the days of one-size-fits-all emails. Your CRM can help you deliver emails so tailored they’ll make your customers feel like you wrote them by hand.

How? Tap into customer data like purchase history or interests. Send hyper-relevant recommendations, exclusive updates, or personalized discounts.

Pro Tip: Combine CRM insights with humor or storytelling. An email like “Your cat called—he needs a new scratching post” makes an impression while driving action.

3. Loyalty programs that actually feel loyal

Forget cookie-cutter rewards. Your CRM can make loyalty programs feel like VIP access, offering perks that your customers actually care about.

How? Segment your top customers and give them perks tailored to their preferences, like early access to sales or exclusive rewards.

Pro Tip: Build loyalty into every interaction. Your CRM can track milestones, like birthdays or anniversaries, so you can celebrate your customers like they’re family.

Businesses that use CRM tools for tailored interactions don’t just win hearts—they win wallets. Personalized communications drive repurchases, with 78% of consumers saying they’re more likely to buy again when brands deliver tailored experiences. Don’t let that opportunity slip away.

Ready to put these strategies into action? Choosing the right CRM is your first step. 

We’ve rounded up the best CRM software of 2024, packed with all the features you need to personalize, engage, and retain like a pro.

5 marketing predictions you can’t ignore for 2025

The marketing world is buzzing with predictions for 2025, and these trends are set to shape the way we work. Here’s your quick guide to staying ahead:

1. Newsletters as the new social media

Newsletters are evolving into community hubs. With algorithms no longer in control, they’re becoming powerful tools to own your audience and create connections—minus the bots and trolls.

2. Systems over campaigns

The focus is shifting from one-off campaigns to scalable systems. With AI and no-code tools, marketers are automating processes like content generation and customer interactions for more efficient workflows.

3. The B2B marketing trifecta

Long-form blogs, executive-driven social content, and weekly newsletters are emerging as the go-to channels for nurturing leads and converting audiences. Authenticity and value take center stage.

4. AI will serve as the great equalizer

AI levels the playing field, enabling small businesses to compete with larger enterprises by automating tasks and saving resources. From content creation to app development, the possibilities are endless.

5. The Rise of Audio AI

Voice AI is coming into its own, turning written content into podcasts or translating voices in real-time. It’s a game-changer for marketers looking to diversify their content formats.

Want to dive deeper into these trends? 

Read the full article for expert advice and real-world examples to put these predictions into action.

Here’s how to turn leads into loyal customers

Lead generation is just the start of the sales process. The real magic happens when you convert those leads into loyal customers. 

Here’s how to make every lead count:

1. Nurture unqualified leads into opportunities

Not every lead is ready to buy, but don’t write them off. Use nurture campaigns to keep them engaged and informed. Offer value through tailored emails, free resources, or webinars that educate them on their pain points and your solutions. 

Pro tip: Automate nurture sequences in your CRM to save time and track progress.

2. Segment and score like a pro

Your CRM can be your secret weapon for identifying high-value leads. Segment by behavior, demographics, or interests, and assign lead scores based on engagement. Focus your sales team on the leads most likely to convert while automating follow-ups for others. 

Pro tip: Use heatmaps to identify behaviors like frequent site visits or downloads.

3. Align sales and marketing for seamless handoffs

The fastest way to lose a lead? Disjointed communication. Bridge the gap with shared CRM dashboards and regular syncs to redefine MQL/SQL criteria based on real data. 

Pro tip: Celebrate shared wins to keep both teams motivated and aligned.

For more details and actionable tips, check out the full guide!

Galactic Gourmet

CRM blips from around the web

HubSpot to Acquire Frame AI. Frame AI’s tech will enhance HubSpot’s CRM by analyzing calls, emails, and chats, delivering real-time insights to refine customer experiences and optimize sales, marketing, and service strategies.

Salesforce Adds Employee Service to Service Cloud. HR teams gain a unified workspace to manage employee needs, streamline tasks, and automate support with AI. Employees get a single portal for quick answers and seamless HR interactions.

Loop Acquires Wonderment, Simplifies Post-Purchase for Shopify Merchants. Shopify brands using Loop can now track shipments, get delay alerts, and automate customer updates, alongside managing returns. The integration aims to reduce support tickets and boost customer loyalty.

Astronomical Assets

Significant Moves in the past 7 days

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