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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Customers want personalized marketing. Why can’t most brands deliver?
Your customers may not use the phrase ‘personalized marketing,’ but they recognize it when it works.
Customer relationship management (CRM)
How CRM became the backbone of customer engagement
CRM now acts as an operating model for marketing, connecting data, teams, and decisions to improve engagement and business outcomes.
What the fees customers hate reveal about your pricing strategy
Hidden costs and punitive fees are trust killers. Algorithm-driven revenue might help Q4, but it erodes long-term loyalty. Here is how to price for partnership.
The real reason checkout kills ecommerce conversions
Small UX tweaks can remove major purchase barriers. Create a seamless checkout experience that keeps customers coming back.
Why connected customer experiences keep failing
Your martech stack probably isn't the problem. Your operating model is. Here's what a panel of practitioners agreed needs to change.
When AI decisions create customer friction
When AI systems misread signals and make automated decisions, the friction customers experience erodes trust, retention and revenue.
Why emotion data is changing how ads get tested
Emotion data reveals how audiences actually respond to creative, helping brands fix weak messaging before spending millions on media.
AI speeds up CX, but alignment still decides success
AI improves the speed and scale of customer experience decisions, but won't resolve organizational alignment problems behind most CX failures.
Google details how its on-Google checkout works
New guidance explains how the Universal Commerce Protocol powers AI-driven checkout across its platforms.
See how leaders bridge the engagement divide by watching ‘Engage with SAP Online’ on demand
Mark Ritson and leaders from BMW, Essity, and Sinch break down what’s driving change in customer engagement, and how brands can keep up. Watch on demand now.
AI is moving faster than customer trust
Marketers are racing ahead with AI, but unless brands close the trust gap, customers may never fully embrace AI-powered engagement.
Mobile marketing with RCS: What you need to know
RCS is a game changer for mobile marketing. Updated with news that Apple and Google are testing cross-platform RCS encryption.
Salesforce targets telecom churn with AI agents
Salesforce launches telecom-specific AI agents to reduce churn, speed quoting and turn service moments into new revenue opportunities.
Marketing artificial intelligence (AI)
Customers want dialogue, and marketers cannot keep up
Salesforce survey finds 83% of marketers saying customers expect two-way conversations, but 69% admitting they can’t respond fast enough.
How to design a loyalty program your CFO and customers will both support
An AI prompt framework to clarify positioning, segment opportunity and prioritize high-impact loyalty initiatives without a six-figure agency budget.
SAP evolves Emarsys into a full-blown engagement cloud
Is there a world where marketers move past silos to become ‘engagement architects,’ shifting from manual tasks to true orchestration?
Why customer service determines the ROI of your marketing spend
Marketing creates expectations that customer service must fulfill. When they don’t, acquisition gains turn into retention losses.
Fresh off the holiday season, Mailchimp debuts new ecommerce features
Fragmented data shouldn't stall progress. Mailchimp aims to integrate insights across tools to turn holiday learnings into a profitable path for 2026.
Why context matters as much as data in personalization
True personalization starts with context, not attributes. See how scenario-based design bridges behavioral segments and real-world customer needs.
Performance marketing is being rewritten by AI
From targeting and media buying to creative testing and attribution, AI isn’t just helping marketers — it’s doing the work, faster and smarter than ever.
Trust can’t be automated, and that’s why it matters
In an AI-driven world obsessed with efficiency, the companies that win are the ones that invest in human trust long before they need the next sale.
TransUnion looks to bring trust back to mobile communications channels
Frustrated when customers ignore your outreach? TransUnion wants to rebuild communication trust and ensure critical messages get through.
The brand moments algorithms will never understand
Some of the most effective brand investments don’t show ROI, attribution or lift. That’s exactly why AI struggles to value them.
The new buyer decision cycle happens across SEO and GEO
Still fighting for clicks in a zero-click world? We see you. Here's how to unify SEO and GEO to ensure your expertise is what your buyers hear.
No means no, even when the system refuses to listen
Data-driven marketing can see disengagement clearly, yet keeps pushing. Silence is a signal. Treating it otherwise damages trust.
Why customer experience is the ultimate growth strategy in 2026
CX is no longer a set of touchpoints. Learn how data, AI and org alignment reshape experience design and execution.
10 signs your CX strategy is broken and how to fix it
CX doesn’t stall because teams lack insight, but because the questions they keep asking protect the system from real change.
Loyalty didn’t disappear. Brands traded it away.
Loyalty eroded as brands optimized engagement, discounts and optics instead of durable value. Economic pressure is forcing a reset.
5 ways to strengthen your brand in the age of AI
As AI interprets your brand to customers, clear, consistent messaging across every channel is essential to staying visible and competitive.
How visible and invisible AI shape the customer experience
From chatbots to behind-the-scenes automation, combining visible and invisible AI effectively is key to delivering seamless, satisfying customer experiences.
Marketing artificial intelligence (AI)
When AI agents become the customer
Agentic AI is intermediating the consumer-brand relationship, changing how products are discovered, evaluated and purchased.
Why 2026 is the year customer experience has to change
Customers are fed up with broken experiences and AI that feels impersonal—this is the year brands need to close the trust gap or else.
Why today’s buyer journey no longer fits the funnel
Self-directed buyers, shrinking budgets and embedded AI are redefining what effective marketing leadership looks like in 2026.
Optimization and personalization
AI is turning personalization into a two-way conversation
From automotive to beauty and travel, AI is enabling brands to generate bespoke content and experiences with customers instead of for them.
Why content-driven branding is the real fix for zero-click traffic loss
See how a clear brand voice and consistent content can strengthen your brand as customer journeys become less visible in analytics.
Consumers want less digital, more real world from brands in 2026
ANA report says why marketers must deliver hands-on brand experiences while designing for a future led by AI-powered consumer decision-making.
AI is forcing a shift from data silos to shared customer context
The next wave of digital transformation is about connecting context. AI reveals the gaps between how companies store data and how customers experience it.
How to turn holiday shoppers into loyal friends, not one-time buyers
This holiday, skip the promo blast. See how brands like La Quinta built loyalty through care and conversation — and how you can, too.
How to turn internal docs into content that converts
Unlock the insights hidden in sales decks, onboarding guides and support docs to create content that earns buyers’ attention and drives results.
Do consumers really want to talk to bots?
Attitudes toward AI-powered customer service are shifting, but age and industry are important factors.