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.
Don’t miss out! Get MarTech delivered daily to your inbox. Subscribe for free!
Finding the sweet spot between relevance and discovery in B2B lead nurturing
Too familiar? Too unfamiliar? How to do lead nurturing that blends relevance and discovery to drive action.
Why digital brands like Netflix and Wayfair are betting on physical stores
Digital-first brands are investing in brick-and-mortar — not just for sales, but for immersive brand experiences.
3 ways to boost your VOC program’s value through journey management
Customer sentiment isn’t one-size-fits-all. Focus on journeys — not just scores — to deliver real business impact.
Google, DoorDash, CBIZ, Adobe, Home Pros… see the all-new MarTech agenda!
Join us online March 25-26 for free to unlock a brand-new experience designed to inspire, inform, and engage like never before.
Personalize your marketing without compromising privacy
Future-proof your data strategies to overcome barriers to personalization and build a privacy-first marketing approach.
Optimization and personalization
How un-marketing builds trust in a world of invasive advertising
Consumers are tuning out traditional marketing. Stand out with personalization that feels thoughtful, not intrusive.
How a human-centric approach could fix reputational disasters in 2025
Restoring brand trust in 2025 requires empathy, real action and continuous engagement — not just crisis response and PR spin.
AI adoption in CX is rising, but implementation challenges remain
The C-suite understands the importance of CX and its place as a revenue driver. So, funding is easier, but getting it up and running is still hard going.
Are you focusing on valued customers or volume customers?
Some customers drive loyalty and others drive volume — both matter. Here’s how to engage each group while optimizing your resources.
Voice agents will change how you think about your brand and your website
You invest hours in images, design and color schemes. But what happens when customers explore your website without ever seeing it?
How to use modern language models for enhanced sentiment analysis
Beyond simplistic sentiment charts, AI now dives into context, purpose and emotion to reveal what really drives customer opinions.
Are your CX metrics hurting your customer experience?
Setting performance goals against CX metrics like NPS, CSAT or CES can backfire, demotivate employees and harm customer experiences.
Marketing artificial intelligence (AI)
AI-powered martech news and releases: January 16
GenAI companies have a problem: It costs more the more people use it. And OpenAI CEO Sam Altman says, "People use it much more than we expected."
Social media and influencers: 2025 predictions
Marketers will seek full-funnel engagement, comprehensive customer service and help from AI over social media platforms this year.
7 proven strategies for effective B2B customer retention
Nearly three-quarters of B2B revenue comes from existing customers. Here's advice on how to keep the accounts you already have.
Marketing artificial intelligence (AI)
AI agents: 2025 predictions
AI agents will gain wider use and deliver better experiences and more insights for marketers. Here’s how.
Holidays deliver on record-setting ecommerce expectations
U.S. consumers spent $241.4 billion, up 8.7% YoY, according to Adobe Analytics.
Retail media networks continue to grow: 2025 predictions
We’ll see more non-retail networks, data collaborations and in-store experiences as the RMN space matures.
3 reports in GA4 that use analytics to eliminate customer friction
Learn how to build three reports in GA4 that will bring your customers' frustrations to light.
Customer experience and brand: 2025 predictions
Here’s how organizations will shift focus in the coming year to deliver more purposeful engagements that grow awareness, trust and revenue.
Customer experience tools and strategies: 2025 predictions
Don’t expect a sea change. Keep delivering flexible, seamless experiences while considering these areas of improvement that will make an impact in 2025.
Mobile’s growing role in holiday shopping
Shoppable TV ads and mobile wallets are winning a significant percentage of holiday purchases.
How Gen Z values are changing marketing
Gen Z demands authentic, sustainable and community-driven marketing. Here’s how brands can meet them where they are.
Thrift, norming and price paranoia will be consumer trends in 2025
Thrift is about more than just saving money says Gartner's latest consumer and cultural research.
From guesswork to growth: How to build a customer-centric marketing strategy
Don't let the 'assumption trap' hold you back. See how real brands used customer interviews to unlock game-changing growth.
Mitel makes customer experience Talkative
U.K. longevity vendor Healthspan is leveraging Mitel's AI virtual agent to resolve 90% of product queries.
IAB finalizes retail media networks standards for in-store
This establishes definitions and measurement standards for proving the effectiveness of retail media network campaigns.
How to balance customer experience and returns in ecommerce
With the right strategies, retailers can turn ecommerce returns into an opportunity for building lasting customer loyalty.
Retail media networks: What you need to know
RMNs are a great opportunity for marketers and ad publishers. However, both groups must first resolve significant technological issues.
Optimization and personalization
Elevate your data strategy: From cookies to universal consent and preferences
See how cookie preferences and first-party data converge to form unified customer profiles.
2024 holiday sales live up to the record-breaking projections
$13.3 billion in U.S. sales sets a Cyber Monday record as shoppers flock to steep discounts.
Rethinking media mix modeling for today’s complex consumer journey
Evolving media trends requires integrating emerging channels into MMM for holistic marketing insights.
Holiday ecommerce start surpasses record-breaking forecast
Days leading up to Cyber Week saw a 9.6% increase, well above Adobe’s 8.4% forecast for 2024 holidays.
How marketers can stop fueling customer churn for good
Customer churn isn’t just a sales problem — it’s a marketing one, too. Avoid these mistakes to help build sustainable growth.
9 things to assess when auditing your CX tech
Use this checklist to evaluate your systems, uncover inefficiencies and ensure seamless, personalized experiences.
Marketing artificial intelligence (AI)
Improving customer experience with zero-party data: Best of the MarTechBot
See how the MarTechBot responds to a prompt and how the prompt can be improved. Today: Using zero-party strategies to boost customer experience.
6 steps to help improve your customer experience with AI
It's easy for customers to get frustrated at handoffs between different AI tools and to human service agents.
Customer experience management in the age of agentic AI
High-profile vendors are headed towards fully automating the customer service experience. Time to think about what experience management really means.
How to grow your organic reach with behavioral analytics insights
Learn the key metrics, tools and strategies to unlock user behavior insights and create a more engaging site experience.
Why marketers must move from retention tactics to customer respect
Moving from traditional retention tactics to a respect-driven approach can actually build customer loyalty.