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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How to unify customer data using tools you already have
Even without a CDP, marketers can start delivering personalized experiences by using existing CRM and BI tools to unify customer data.
The future of engagement is in your customers’ hands (or pocket)
How marketers can prepare for the rise of messaging-first customer journeys.
Acquisition gets the attention, but loyalty drives the results
Marketers chase new leads, but real ROI comes from retention. See how automation, onboarding and rewards can turn loyal customers into lasting growth.
Marketing artificial intelligence (AI)
Oracle debuts AI agents for CX and revenue teams
Oracle’s new AI agents connect marketing, sales, service, finance and more, giving them a view across the enterprise.
CLV is the growth metric that marketing can’t fake
Customer lifetime value can’t be gamed with lock-ins or campaigns. Sustainable growth depends on delivering real customer experiences.
Customer retention: 7 Strategies to keep buyers loyal
Repeat customers drive growth. Learn what customer retention is, why it matters, and how to use data, service, and loyalty tactics to boost lifetime value.
How AI and data activation deliver unforgettable customer experiences
Great CX is what happens when strategy, data and culture move in lockstep. We talked about it at the September MarTech Conference.
Marketing needs supply chain intelligence for manufacturers to win with customers
Manufacturers are losing deals to faster competitors, and AI is the only way to close the gap between marketing promises and operational delivery.
Amazon, NASDAQ, and Verizon are attending MarTech this week for free. Are you?
Thousands of marketers from some of the world’s most iconic brands are attending the MarTech Conference, online September 17, for free.
Marketing artificial intelligence (AI)
Marketers turn to AI for speed, while consumers turn away in distrust
Marketers are leaning on AI to meet rising demands, but while productivity climbs, consumer trust is sinking — and that gap could be marketing’s biggest risk.
In an age of AI excess, trust becomes the real differentiator
AI makes content abundant but authenticity scarce. Only trust and relevance can turn abundance into real value.
Adobe makes AI agents and orchestrator generally available
Adobe says its new AI agents are ready to automate and optimize everything from site journeys to site fixes.
Content management systems (CMS)
As data and content proliferate, context is poised to become the new king
Today’s users expect hyper-relevant experiences. That means real-time data, AI and a whole lot of context.
Spreadsheets can’t explain churn — but your customers can
AI spots patterns, but not the “why.” Ground data in interviews and causal mapping to predict behavior and build real strategy.
Marketers must deliver value and trust to shoppers facing higher holiday prices
Expect a volatile shopping season, as higher prices and fewer discounts change buying habits. Marketers must act early and stay agile to win consumers.
How do you plan to activate insights in the AI era?
Data is everywhere, but action is rare. Discover how AI turns fragmented info into real marketing impact.
GenAI powers the next era of customer listening
Surveys aren’t enough. Use genAI to detect trends, reveal intent and craft hyper-relevant B2B campaigns informed by true customer voices.
Mobile marketing with RCS: What you need to know
RCS is game-changing technology for mobile marketing. Updated with a prediction that RCS fraud will grow as the platform expands.
How to keep emails from getting lost in the holiday inbox surge
Too many channels. Not enough impact. Gen Z and Millennials are disengaging—here’s how to reclaim their attention before Black Friday hits.
Customer journey orchestration
Ready to level-up your mobile strategy? New consumer research and trends
In this webinar, Adobe shares what’s driving mobile app growth in 2025—and how real-time, personalized in-app experiences are converting users into loyal customers.
What Is CX? Understanding customer experience in business
CX is more than support—it’s the full customer journey. Learn what customer experience means, why it matters, and how to improve it across every touchpoint.
Optimization and personalization
The basics of conversion rate optimization (CRO) explained
Boost more than traffic—turn visitors into customers. Learn what CRO is, how it works, and why it’s essential for driving real business results.
The hidden power of persona-driven UAT in martech success
Persona-based UAT tests real user journeys, not just individual channels — helping martech teams deliver seamless, customer-first experiences.
Stop celebrating short-term wins that lead to long-term churn
Too many companies close short-term deals that fall apart later. Dan Sperring says they must fix misaligned ICPs and incentivize long-term value to succeed.
Customer immersion reveals what dashboards never will
Dashboards don’t build empathy. Customer immersion programs let executives learn real customer experiences that drive actionable insight.
When AI makes customer experience feel personal
Great CX starts with purpose, not technology. Create smart, human-centered experiences by focusing on what really matters.
How omni-conscious brands win in a buyer-first, fragmented world
When buyers shape the journey, brands must earn every interaction. Here’s how the smartest teams design for trust, not just reach.
Optimization and personalization
What marketers can learn from manufacturing’s shift to precision CX
AI is analyzing decades of manufacturers' customer data to create customer experiences precisely tailored to their different needs.
Orchestrating empathy where your funnel falls short
Your martech stack is powerful — but often impersonal. Redesign key moments in the journey to feel more thoughtful, human and trustworthy.
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.
Amplitude acquires Kraftul to improve customer feedback analysis
The company hopes to give marketers better insight into the reasons behind customer behavior.
Diversity and inclusion in marketing
Brands’ retreat from Pride costs them credibility
Consumers across the political spectrum lose faith in brands that flip-flop on political issues.
Why closing the feedback loop drives better CX outcomes
Too many companies collect feedback and stop there. Learn why closing the loop is essential for retention, insights and customer trust.
Take a look at what’s inside Agentforce 3
Want to see what your AI agents are doing? Agentforce 3 delivers full visibility, real-time alerts and control to the ‘digital labor force.’
Klaviyo turns AI and data loose on the challenges of multichannel marketing
Juggling channels, losing time and revenue? Klaviyo wants to fix the chaos with AI-optimized, real-time omnichannel execution.
Marketing artificial intelligence (AI)
Beyond ChatGPT: What AI agents really do (and why it matters for customer experience)
Autonomous AI is here—and it’s changing how brands connect with customers.
Turn real-time data into smarter customer journeys
Connect the dots between real-time data and real-world results.
Gen Z is forcing a rebuild of the martech stack in higher ed and beyond
Forget polished brochures — Gen Z wants TikToks and texts. Here’s how to rebuild your martech stack for them.
What is experiential marketing?
Discover what experiential marketing is, how it works, and why it's key to customer engagement. See real examples and tips to boost brand experience.
Marketing artificial intelligence (AI)
Adobe expands its suite of AI agents with Product Support and Data Insights agents
Adobe’s human-centered approach to AI is becoming a reality as new agents roll out.