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!
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.
The ultimate consent strategy for maximizing customer opt-ins
Don’t miss this opportunity to move beyond compliance and build a consent strategy that maximizes customer opt-ins and strengthens user trust.
Declining customer feedback and loyalty, growing AI skepticism
The state of today's consumer? Upset by negative experiences — but staying silent about them too.
How customer-centric marketing fuels long-term success
Building brand loyalty starts with trust. Here’s how to turn customers into advocates, increase lifetime value and protect your reputation.
Oracle aims to automate the complete customer service lifecycle
AI here, there and everywhere in customer service, heading in the direction of complete automation. That's the Oracle Service vision.
Marketing artificial intelligence (AI)
AI-powered martech news and releases: October 10
Siteimprove’s acquisition of MarketMuse connects content strategy with digital experience, helping to make sure all the content getting churned out finds its audience.
What is personalized marketing and how is it used today?
How personalization tactics can transform campaigns, plus the future of personalization in a time of increasing privacy concerns.
Zendesk saturates CX with AI and voice
Zendesk is spreading the magic dust of AI throughout the customer experience and service journey, as well as providing a new 24/7 AI agent to handle phone calls.
Marketing artificial intelligence (AI)
Improving site speed for conversions: Best of the MarTechBot
See how the MarTechBot responds to a prompt and how the prompt can be improved. Today: Site speed best practices and tools.
7 ways to boost customers’ emotional connection and loyalty with your brand
Go beyond transactions and build deeper connections with your customers for long-lasting brand relationships.
2024 online holiday spending set for record year with $240 billion in sales
Adobe expects an 8.4% increase over last year’s online spending, nearly twice the increase seen last year.
Customer journey orchestration
Movable Ink announces new Adobe integration
Movable Ink's personalized email solution Da Vinci has a new integration with Adobe Journey Optimizer.
3 ways to connect with consumers during today’s complex journeys
Brands can cut through the noise using data-driven insights, delivering value at key moments and building authentic connections.
Retail media networks evolve with new in-store measurement standards and omnichannel strategies
Calls for standards and in-store experiences prevail at IAB Connected Commerce Summit: Retail Reimagined in New York.
CTV viewership rebounds to near pandemic-era levels
Viewership is up 5% YoY, and the average session increased 7% over the same period, according to a CTV study from Wurl.
How CX transforms marketing from cost center to revenue engine
Key strategies and real-world examples of how customer experience can turn marketing into a revenue powerhouse.
Marketing artificial intelligence (AI)
Using mobile measurement partners to drive bookings: Best of the MarTechBot
See how the MarTechBot responds to a prompt and how the prompt can be improved. Today: MMP measurements to increase mobile and web bookings.
Marketing artificial intelligence (AI)
How to build fast, effective feedback loops in an AI-driven world
Starbucks creates connection with its customers through an AI-driven feedback loop. But you can take some first steps beginning with a simple use case.
Marketing artificial intelligence (AI)
Salesforce launches new, ‘more trustworthy’ generation of AI bots
Agentforce is designed to take actions on its own using guardrails and can be customized without much technical know. CEO Marc Benioff calls it, "AI for the rest of us."
How brands are taking the AI plunge and testing customer experiences
CX experts at Discover, Papa John’s, L’Occitane en Provence and elsewhere discussed opportunities for adopting AI and testing experiences.