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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Amazon, NASDAQ, and Verizon are attending MarTech 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.
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 news that RCS is now available for Twilio and Cordial customers.
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.
Report finds consumers want deals from AI, not simulated conversation
There’s a disconnect between how consumer goods marketers use AI and what customers want from it.
Marketing artificial intelligence (AI)
Why AI-powered customer engagement projects fail before they start
AI for customer engagement sounds simple — until data gaps, team silos and missing talent derail it. Here’s what it really takes to succeed.
Time to First Value: The CX metric you can’t afford to ignore
Time to First Value is the critical but often overlooked moment that defines whether customers will keep going or give up. slip away.
What would a truly customer-centric B2B buyers journey look like?
It would make content easily accessible, provide helpful resources and back off on the sales pressure.
Twilio unveils new features for customer data platform
Improvements include better data orchestration, a fully redesigned customer journey function, an AI agent creator and enhanced compliance tools.
AI improves customer service only when it supports humans, not replaces them
AI can reduce costs — but done wrong, it alienates customers. See how forward-thinking brands are blending automation with authentic support.
Smart appliances are great for marketers, if they’re useful for consumers
They gather useful marketing data, but they must also deliver value to consumers to succeed.
Marketing artificial intelligence (AI)
5 stories for marketers coming out of Google Cloud Next 2025
From AI agents and multimodal content creation, to real-world stories from major brands, here's the good marketing stuff from Google Cloud Next.
5 areas where businesses need to improve their customer experience
Customers lose faith in brands when they feel they're putting in too much effort.
A martech tale of multi-channel confusion
Two phone numbers, one customer and a scheduling mix-up — here’s what happens when messaging systems don’t communicate.
How B2B and B2C brands are winning hearts with memory-driven CX
The future of CX isn’t just personalized — it’s nostalgic. Learn to use past moments to create deeper customer connections.
What are ‘phygital’ experiences and how can marketers use them?
'Phygital' experiences combine the physical and the digital. Is this a new label an old strategy?
Why brand-owned communities are the future of growth
Stop relying on platforms you don’t control. Own your audience, protect your reach and build a community that lasts.