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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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.
The fading third place: A reflection on Starbucks and society
Starbucks can return to its glory days by cultivating a sophisticated coffee culture and digital innovation that preserves brand value.
Nearly half of US consumers feel ignored by marketers
Paying more attention to values and preferences could lead to more business with turned-off customers.
How to un-silo your organization and be more customer-centric
Practical ways to implement cross-functional collaboration, shared goals and customer-centric journey mapping in your business.
Customer journey orchestration
Braze unveils new freemium offerings
Eligible start-ups are offered a structured four month free trial of the customer engagement platform while any company can get a 14 day free ride.
Google Ads unveils advanced performance planner for YouTube campaigns
Google is also testing a new "Promotions" feature for App Campaigns that can create event-driven promotions tailored for mobile users.
3 ways to use data analytics to connect with Hispanic consumers
Maximize your reach in the Hispanic market using data analytics with insights on personalization, cultural relevance and more.
Playable ads and longer campaigns gain traction in mobile gaming
The mobile gaming ad industry has seen only modest growth in recent years, but new strategies gaining popularity among advertisers.
Apple, Netflix, Google, Ford, and Nike are attending MarTech for free. Are you?
Unlock the entire MarTech experience, online September 24-25, for free. No hidden fees, no travel headaches, no time out of the office.
How to optimize your app as part of a cross-device approach
Dive into the benefits of apps over mobile websites, and learn how to seamlessly integrate them into your marketing mix.
White House to tackle bad CX practices
The White House is mobilizing to tackle poor corporate CX practices. InMoment identifies key areas to tackle.
How employee experience drives customer satisfaction
Dive into research findings and real-world examples of how positive employee experiences translate to better customer experiences.
Intense election ad buying could upend brands’ holiday marketing plans
Brands have options when it comes to breaking through the political noise this fall. The biggest decision: get involved or stay out of politics?
3 elements of a customer technology strategy
Tips for shifting from siloed martech, salestech and support tech to a cohesive strategy for seamless customer interactions.
Marketing artificial intelligence (AI)
5 ways to transform the customer experience with AI
AI offers powerful tools for crafting amazing customer experiences — especially if you run them on a connected ecosystem
Improve your website’s accessibility in just three months
Discover how to balance ideal web accessibility standards with practical implementation
Email marketers sharpen deliverability tactics at MailCon
Experts from Google and across the email marketing landscape offered strategies in the “post-Yahoogle” era.
Marketing artificial intelligence (AI)
CDP and customer experience: Best of the MarTechBot
See how the MarTechBot responds to a prompt and how the prompt can be improved. Today: CDPs and metrics for powering customer engagement.
Consumers share what they want from brands
We surveyed over 1,500 consumers to understand what they want from the brands they do business with. Our industry experts break down the trends you need to know.
Retail media networks and advertisers going from guesswork to growth
CVS, Albertsons, dentsu and EssenceMediacom weigh in on measurement standards and opportunities as RMNs mature.
Aflac’s approach to Gen Z engagement
How the widely-recognized insurance brand promotes omnichannel engagement for Gen Z and the rest of us.
Customer journey maps: What you need to know
A good map helps you see the customer experience through the eyes of your customers.
Building a brand strategy: Essentials for long-term success
Slapping together a couple ideas and a logo is not a brand strategy. Here's a detailed guide to help you create and execute a well thought out strategy to promote your brand.
How customer satisfaction fuels B2B profitability
Learn what drives customer satisfaction, how to measure it and ways to boost your company's long-term profitability.
What CX leaders do that laggards don’t
We spent 10 minutes discussing the latest research on customer experience with Holden Bale, Global Head of Experience & Commerce at Merkle.
SurveyMonkey launches a CX suite
The online survey and feedback specialists are offering a packaged customer experience suite.