By 2029, 25% of Fortune 500 sales organizations will implement buyer-facing content and tools designed to accommodate neurodivergent customers, according to a new Gartner report.
Neurodivergent buyers, who make up an estimated 20% of B2B decision-making groups, process information and sensory inputs differently from neurotypical individuals. Despite their influence in purchasing decisions, their needs are often overlooked in sales content and engagement strategies.
Gartner highlights that failing to provide accessible and inclusive content alienates a significant portion of the buying audience. As awareness of neurodiversity increases, businesses that prioritize accessibility will gain a competitive edge, while those that ignore these needs risk losing customers.
AI and the Future of Sales Engagement
The report also predicts that by 2028, 10% of sales associates will leverage AI to manage multiple jobs secretly. Gartner warns that AI automation, while freeing up capacity, could lead to a decline in essential soft skills among sales professionals.
In a September 2024 survey of 3,496 global employees, Gartner found that 41% of sellers believe AI has automated many manual and repetitive tasks, creating additional bandwidth. However, this shift also raises concerns about disengagement, as top talent may pursue external work opportunities instead of remaining committed to their primary roles.
The Role of CSOs in Sales Talent Retention
Gartner Sales Practice senior principal analyst Alyssa Cruz advises Chief Sales Officers (CSOs) to reassess incentive structures to maintain workforce engagement. Without proactive adjustments, businesses risk losing top-performing sales professionals.
“CSOs may need to revise compensation plans by removing or expanding commission caps to ensure sellers perceive a worthwhile return on their efforts,” Cruz said. “Our research shows that navigating human behavioral complexities alongside technological advancements is critical for long-term sales success.”
Addressing the AI-Induced Soft Skills Gap
Through 2028, Gartner projects that approximately 30% of new sales professionals will experience gaps in critical social skills due to overreliance on AI-driven tools. The decline in interpersonal abilities, including active listening, empathy, and relationship-building, poses a significant challenge for sales teams.
As AI-driven automation becomes more prevalent, organizations must invest in robust training programs to bridge the growing gap in soft skills. Developing a human-centric sales approach will be essential for fostering trust, improving customer relationships, and sustaining long-term business growth.
“Success in this evolving landscape requires a cultural shift toward relationship-driven sales, where authentic human connections remain at the core of client interactions,” Gartner concluded.
