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)
Launching a loyalty program: Best of the MarTechBot
See how the MarTechBot responds to a prompt and how the prompt can be improved. Today: loyalty and customer experience technologies.
Escaping the marketing circus: How empathy can realign brands, audiences and results
Feeling the strain of inauthentic marketing tactics? Reclaim the human element with this empathy-driven approach.
24 customer experience misconceptions debunked
Gain clarity on what customer experience truly means and how it impacts your marketing and business results.
Alicia Arnold: Spotlight on the expert
Alicia tells us how she discovered her talent for translating technology and helping marketers better serve their customers.
The state of digital customer experience
While any retailers are experimenting with the latest generative AI tools for enhancing digital customer experience, even more have not begun planning for the technology's rollout.
Unlocking growth: The power of user communities for B2B SaaS companies
Boost customer retention, brand advocacy and recurring revenue for your B2B SaaS product by fostering an active user community.
IAB Podcast Upfront highlights rebounding audiences and increased innovation
IAB's podcast event showcased talent and technology that will drive double-digit growth for digital audio in the coming years.
Curb introduces one-stop advertising solution
Ride-hailing app Curb launches Curb Journey Connect, allowing advertisers to plug into mobile and in-cab screens in over 40 U.S. markets.
Diversity and inclusion in marketing
What is diversity and inclusion in marketing?
Diversity drives success, but only if it's in both your content and your organization.
Content management systems (CMS)
What is a headless content management system?
The adoption of traditional and headless content management systems are part of a move toward greater agility in marketing, giving marketers more flexibility and speed in changing where content is distributed and how it is displayed.
Qualtrics launches new Strategy & Research Suite for XM
Experience management platform Qualtrics has rolled out new tools and features, many powered by AI.
Marketing artificial intelligence (AI)
How Iron Mountain implements conversational AI to drive engagement and revenue
The information storage services provider uses Conversica’s MAP integration to roll out two-way conversations across marketing, sales and customer care.
What is video advertising and why should marketers care?
The power of video advertising is proven but engagement metrics are complex and differ from platform to platform. Here's our guide.
3 ways brands can build trust with privacy-concerned consumers
Wendy Werve and Jim Clark explain how to better understand customers, with video highlights from The MarTech Conference.
Crafting exceptional customer experiences with AI and agile: A 5-step guide
Harness the potential of AI and agile marketing to revolutionize your customer engagement efforts and exceed expectations.
How True Classic uses post-purchase experiences to increase revenue
The company increased customer satisfaction with the aid of a tool by parcelLab that provides accurate shipping and delivery updates.
Content management systems (CMS)
Webflow adds AI-driven personalization with Intellimize acquisition
Webflow's vision for a Web Experience Platform empowers marketing teams.
Why relying on AI won’t improve the customer experience
Creating memorable experiences goes beyond integrating AI. Focus on small touches, employee empowerment and anticipating customer needs.
Marketing artificial intelligence (AI)
Deep links for push notifications: Best of the MarTechBot
See how the MarTechBot responds to a prompt and how the prompt can be improved. Today: deep links in push notifications for a regional gym chain.
How to reach gamers and understand gaming experiences: IAB PlayFronts
As the gaming industry matures, there are new ways for marketers to reach gamers where they are.
Creating customer experiences that go the extra mile
To secure customer loyalty and reduce turnover, media and entertainment companies are prioritizing innovative, personalized experiences fueled by data insights and human creativity.
How marketers are investing in games: IAB PlayFronts
IAB releases new study and guidelines at its third annual advertising and technology event as 40% of gaming advertisers intend to increase budgets.
Beyond multichannel and omnichannel: Understanding the optichannel approach
Here’s how optichannel and omnichannel approaches complement each other to maximize customer engagement.
Turn data into meaningful customer moments with Salesforce
Unify customer data into a single view to drive true personalization without relying on third-party tracking.
How Beef ‘O’ Brady’s streamlines customer experience
The family restaurant chain uses PAR Technology to bring together ordering, dining in, loyalty perks and data.
It’s time to unleash your CX activists: The MarTech Conference day two keynote
For Cortico-X's Len Devanna, speaking at the Day 2 keynote, better customer experience leads directly to better business outcomes.
Marketing artificial intelligence (AI)
Retailers struggle with basics for generative AI
Retailers can't wait to start improving in-store and online experiences with genAI. First, they need to get their data in order, finds Salesforce in a new survey.
How to protect customer trust when using AI
With AI everywhere, suspicion is on the rise. A company’s reputation plays an increasingly important role, so how do you avoid damaging it?
Political polarization reflected in voters’ shopping, media habits
As November elections approach, here’s where Democrats, Republicans and Independents are shopping and getting their news.
A CX reality check: When good intentions meet clunky execution
Explore the disconnects behind this brand’s customer experience initiative, and how martech and MOps teams can provide viable solutions.
Marketing artificial intelligence (AI)
Improving customer journey orchestration with metrics and actions: Best of the MarTechBot
See how the MarTechBot responds to a prompt and how the prompt can be improved. Today: metrics for improving customer journey orchestration.
Marketing artificial intelligence (AI)
How Sur La Table uses AI to power customer experience
The national retailer uses Bloomreach technology to boost online discoverability and identify ecommerce opportunities.
The B2B case for retention marketing: 7 key tactics
Explore essential retention marketing approaches to boost B2B profitability by increasing customer life-time value.
Only 6% of global marketers apply customer insights to product and brand
Only 30% have access to a single customer engagement platform capable of creating personalized, seamless experiences across channels.
5 simple ways to improve customer experience
Learn how brands can enhance experiences, from anticipating customer needs to improving record-keeping and communication.
Customer journey orchestration
Driving growth through data: Optimizing the retention stage
Leverage data and AI strategies to drive customer retention through personalization and tailored marketing efforts.
The new blueprint for customer experience: Always on, always listening
Customers now demand ultra-personalization and anticipation of needs before they arise. Explore how AI is making this possible for marketers.
How TD Bank connects customer experience with sound
TD Bank rolls out a new sonic identity aiming to communicate consistent brand values and messages at every touchpoint.
The omnichannel opportunity: A path to seamless experiences
Omnichannel is more than a buzzword. Learn why it matters and how strong leadership can harmonize strategies.
5 Super Bowl LVIII takeaways for marketers
Who the winners were during the Big Game — on streaming, social media and audience engagement.