Customer experience
MarTech is your source for customer experience content. You’ll find a variety of up-to-date and authoritative resources, including the latest news, tactic-rich tutorials, and the latest data to help you work smarter and make better decisions.
What you read here is written by our experienced in-house team of editors and research professionals, and subject matter experts from leading brands and agencies.
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Crafting exceptional customer experiences with AI and agile: A 5-step guide
Harness the potential of AI and agile marketing to revolutionize your customer engagement efforts and exceed expectations.
How True Classic uses post-purchase experiences to increase revenue
The company increased customer satisfaction with the aid of a tool by parcelLab that provides accurate shipping and delivery updates.
Content management systems (CMS)
Webflow adds AI-driven personalization with Intellimize acquisition
Webflow's vision for a Web Experience Platform empowers marketing teams.
Why relying on AI won’t improve the customer experience
Creating memorable experiences goes beyond integrating AI. Focus on small touches, employee empowerment and anticipating customer needs.
Marketing artificial intelligence (AI)
Deep links for push notifications: Best of the MarTechBot
See how the MarTechBot responds to a prompt and how the prompt can be improved. Today: deep links in push notifications for a regional gym chain.
How to reach gamers and understand gaming experiences: IAB PlayFronts
As the gaming industry matures, there are new ways for marketers to reach gamers where they are.
How marketers are investing in games: IAB PlayFronts
IAB releases new study and guidelines at its third annual advertising and technology event as 40% of gaming advertisers intend to increase budgets.
Beyond multichannel and omnichannel: Understanding the optichannel approach
Here’s how optichannel and omnichannel approaches complement each other to maximize customer engagement.
Turn data into meaningful customer moments with Salesforce
Unify customer data into a single view to drive true personalization without relying on third-party tracking.
How Beef ‘O’ Brady’s streamlines customer experience
The family restaurant chain uses PAR Technology to bring together ordering, dining in, loyalty perks and data.
It’s time to unleash your CX activists: The MarTech Conference day two keynote
For Cortico-X's Len Devanna, speaking at the Day 2 keynote, better customer experience leads directly to better business outcomes.
Marketing artificial intelligence (AI)
Retailers struggle with basics for generative AI
Retailers can't wait to start improving in-store and online experiences with genAI. First, they need to get their data in order, finds Salesforce in a new survey.
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How to protect customer trust when using AI
With AI everywhere, suspicion is on the rise. A company’s reputation plays an increasingly important role, so how do you avoid damaging it?
Political polarization reflected in voters’ shopping, media habits
As November elections approach, here’s where Democrats, Republicans and Independents are shopping and getting their news.
A CX reality check: When good intentions meet clunky execution
Explore the disconnects behind this brand’s customer experience initiative, and how martech and MOps teams can provide viable solutions.
Marketing artificial intelligence (AI)
Improving customer journey orchestration with metrics and actions: Best of the MarTechBot
See how the MarTechBot responds to a prompt and how the prompt can be improved. Today: metrics for improving customer journey orchestration.
Marketing artificial intelligence (AI)
How Sur La Table uses AI to power customer experience
The national retailer uses Bloomreach technology to boost online discoverability and identify ecommerce opportunities.
The B2B case for retention marketing: 7 key tactics
Explore essential retention marketing approaches to boost B2B profitability by increasing customer life-time value.
Only 6% of global marketers apply customer insights to product and brand
Only 30% have access to a single customer engagement platform capable of creating personalized, seamless experiences across channels.
5 simple ways to improve customer experience
Learn how brands can enhance experiences, from anticipating customer needs to improving record-keeping and communication.
Customer journey orchestration
Driving growth through data: Optimizing the retention stage
Leverage data and AI strategies to drive customer retention through personalization and tailored marketing efforts.
The new blueprint for customer experience: Always on, always listening
Customers now demand ultra-personalization and anticipation of needs before they arise. Explore how AI is making this possible for marketers.
How TD Bank connects customer experience with sound
TD Bank rolls out a new sonic identity aiming to communicate consistent brand values and messages at every touchpoint.
The omnichannel opportunity: A path to seamless experiences
Omnichannel is more than a buzzword. Learn why it matters and how strong leadership can harmonize strategies.
5 Super Bowl LVIII takeaways for marketers
Who the winners were during the Big Game — on streaming, social media and audience engagement.
How to categorize customer data for actionable insights
Organize customer data into categories like demographics, psychographics and transactions to gain actionable insights for marketing success.
Greg Kihlstrom: Spotlight on the expert
Greg Kihlstrom discusses his journey from photography and music to marketing and digital experience during the early days of the web.
Current trends in marketing and data have deep roots
Macro-trends identified in the latest Winterberry Group Outlook presentation have roots in the recent past.
How one tech company is doing marketing without cookies
Sentry.io shares its story of what went right and wrong getting rid of cookies and how they're now doing marketing.
How to transform customer experience with AI
Learn how AI is impacting the customer experience by enabling clear messaging, frictionless journeys and personalized interactions at scale.
How to build customer trust through data privacy and security
Data drives business, but breaches drive customers away. Learn how to balance data collection and security to build consumer trust.
Salesforce’s full-funnel approach to social media
Social listening and analytics inform the company’s growing social media team on how to engage customers and streamline customer care.
How in-store technology will bolster retail media networks
A new IAB report outlines opportunities that add to the in-store shopping experience and augment omnichannel RMN campaigns.
Marketing artificial intelligence (AI)
Google unveils new set of AI-powered tools for retailers
The solutions aim to make it easier to train and deploy chatbots, improve product image generation and provide consumers with better search.
Project and workflow management
Microsoft unveils new workflow and analysis tools for Customer Insights
The company is evolving the product into a full-service marketing backbone, similar to offerings from Salesforce and HubSpot.
2024 Predictions: Email captures marketers’ attention
Here’s how marketers will improve email strategies this year to deliver value and help manage the changing privacy landscape.
Customer journey orchestration
Driving growth through data: Optimizing the purchase stage
Leverage data in the purchase stage to increase conversion rates, average order value and lifetime customer value.
How AI-powered features are revolutionizing marketing automation platforms
New artificial intelligence functions for MAPs can do everything from generating personalized content to optimizing campaigns.
3 kinds of data to optimize digital events
Research, engagement metrics and post-event feedback are all crucial to build the ideal digital event for your audience.