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 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.
Your free pass to MarTech Spring 2025 is waiting!
Join us online March 25-26 for free to unlock a brand-new training experience designed to inspire, inform, and engage like never before.
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.
Get ready for 2025 with insights from industry leaders
The retail landscape is rapidly evolving, with data and artificial intelligence reshaping how brands connect with customers.
Sinch introduces RCS features in Customer Dashboard
Following the iOS 18 update, many more phones have RCS. Now marketers can reach these users with rich content.
Marketing artificial intelligence (AI)
Consumers are underwhelmed by AI experiences
Less than a third of consumers believe AI-powered experiences meet their expectations and 40% are skeptical about it, according to a new Lippincott study.
Branding phone calls improves customer trust
Including rich content on a phone call, like the company name and logo, makes people more likely to answer.
Marketing artificial intelligence (AI)
AI-powered martech news and releases: October 31
Do customers trust AI? 60% said yes in one survey, but 52% are worried about it in another survey. Do they trust companies with AI? Not much.
Marketing artificial intelligence (AI)
How genAI can fill the trust gap for brands
Brands like Saks are using genAI to build trust and improve customer experience transparently.
Marketing artificial intelligence (AI)
How to use generative AI to reduce friction and convert car buyers
See how AI-driven pre-approvals break down barriers in auto finance, creating a secure and accessible loan experience for Hispanic consumers.
Get more out of your webinars and virtual events with 24/7 engagement
Learn how you can seamlessly integrate lead nurturing, personalized follow-ups, and social media to create a successful and scaleable on-demand strategy.
SMS deliverability: What you need to know
Take advantage of the profitable SMS messaging channel by ensuring deliverability through domain approval, compliance and a solid content strategy.