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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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.
Why forced choices reveal more customer insights than ratings
Better CX insights start with forced choices. Learn why decision-based surveys outperform ratings in predicting behavior.
Marketing artificial intelligence (AI)
Why ignoring consumers’ AI concerns is a costly mistake
There's a significant gap between how marketers and consumers feel about AI. Here's what to do about it.
Marketing artificial intelligence (AI)
How are marketers using ChatGPT’s Operator function?
ChatGPT's Operator does a lot of the things marketers do with ChatGPT. It just does them better.
How to build use cases to break down customer data silos
Integrated customer data is a competitive edge. Find out how to craft use cases that turn disconnected insights into real results.
Finding the sweet spot between relevance and discovery in B2B lead nurturing
Too familiar? Too unfamiliar? How to do lead nurturing that blends relevance and discovery to drive action.
Why digital brands like Netflix and Wayfair are betting on physical stores
Digital-first brands are investing in brick-and-mortar — not just for sales, but for immersive brand experiences.
3 ways to boost your VOC program’s value through journey management
Customer sentiment isn’t one-size-fits-all. Focus on journeys — not just scores — to deliver real business impact.
Personalize your marketing without compromising privacy
Future-proof your data strategies to overcome barriers to personalization and build a privacy-first marketing approach.
Optimization and personalization
How un-marketing builds trust in a world of invasive advertising
Consumers are tuning out traditional marketing. Stand out with personalization that feels thoughtful, not intrusive.
How a human-centric approach could fix reputational disasters in 2025
Restoring brand trust in 2025 requires empathy, real action and continuous engagement — not just crisis response and PR spin.
AI adoption in CX is rising, but implementation challenges remain
The C-suite understands the importance of CX and its place as a revenue driver. So, funding is easier, but getting it up and running is still hard going.
Are you focusing on valued customers or volume customers?
Some customers drive loyalty and others drive volume — both matter. Here’s how to engage each group while optimizing your resources.
Voice agents will change how you think about your brand and your website
You invest hours in images, design and color schemes. But what happens when customers explore your website without ever seeing it?
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.
Customer experience: how to make enterprise doors authentically different
Last year, Semrush published a terrific roundup of 65 customer retention statistics, two of which really caught my eye in thinking about perennial problems faced in implementing local SEO for large local enterprises: These are substantial statistics which highlight how significant money can be both saved and made by centering customer experiences. There are both […]
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.