Customer service and success
MarTech is your source for marketing customer service and success 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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The power of programmatic advertising
In this webinar, learn how you can target audiences at the right time and at the right cost.
The next big thing in martech: The data warehouse
Martech experts Scott Brinker and Juan Mendoza discuss the future of martech and more.
SAP gives up its stake in Qualtrics
The experience management platform will be acquired by Silver Lake and CPP investments for $12.5 billion.
Marketing artificial intelligence (AI)
Salesforce unveils Einstein GPT
Partnership with OpenAI, ChatGPT Slack app and fund for responsible generative AI were also announced at TrailblazerDX’23.
Siri and Alexa may be used by protesters to attack customer support channels
Gartner report warns that virtual assistants, which are a growing part of digital customer experience, are also a weak spot.
Does your organization need a call analytics platform?
Though call analytics platforms offer a host of benefits, it's important to look at internal processes, training needs, pricing and more before making the purchase.
How ‘the curse of knowledge’ may be hurting your business and what to do about it
It’s easy to assume that everyone else knows what you know. Here are some examples of where this bias can crop up and how to deal with it.
LiveIntent launches Identity Enrichment on Salesforce AppExchange
Salesforce customers can now use LiveIntent to match customers in their CRM against identity, demographic and behavioral data.
How to prepare teams for customer journey orchestration
Here are all the teams who will be involved in implementing the CJO platform and what you need to do to prepare them.
Genie is a step beyond the Salesforce CDP
Genie represents a rethinking of Salesforce's approach to customer data.
3 steps to get ready for Siri, Alexa and other machine customers
There are more machines with the potential to act as customers than humans on the planet. Here's how to handle them.
Drift launches features to support sales teams
Conversational marketing and sales platform Drift looks to help sales teams in a time of turnover and burnout.
How Allied Beverage is transforming customer experience
The NJ-based liquor distributor is implementing a data, ecommerce and service overhaul.
Customer journey orchestration
The crisis for disconnected B2B marketers
At HubSpot's Inbound 2022, the buzz is around creating communities and the company's new Customer Journey Analytics offering.
ActionIQ and Slalom bring consulting to customer experience with new partnership
Slalom will offer specialized services geared to ActionIQ CX Hub customers.
Customer journey orchestration buyer’s guide
Using customer journey orchestration to engage existing customers during the pandemic
The COVID-19 pandemic raised the stakes on customer journey orchestration, especially for later-stage customer success and loyalty.
How location data helps marketers acquire new customers and expand campaigns
Marketers can use location data to find new customer insights and improve ROI.
Attentive launches text-to-buy solution with Shopify’s Shop Pay
Marketers can expand commerce through SMS campaigns and improve text experiences.
Invoca announces new integration with Five9
The partnership aims to provide a deeper connection between marketing campaigns and call center sales teams.
Marketing performance management buyer's guide
How to decide if you should get a marketing performance management platform
Implementing an MPM platform has implications for every aspect of your marketing operations and business.
Customer journey orchestration buyer’s guide
How to decide if you’re ready for a customer journey orchestration solution
Once you understand the benefits of customer journey orchestration you can begin asking the right questions.
51% of consumers would leave a brand if digital experience isn’t as good as in-person
PwC survey finds younger consumers are more likely to switch brands.
Unbabel provides AI translations for Zendesk
Will let consumers exchange messages with company representatives, even if they speak different languages.
Why UX is critical to digital marketing
UX design strategist Jared Spool explains that experience can't be divorced from product and service.
What are diversity, equity and inclusion, and why do marketers need them?
Diversity drives success, but only if it's in both your content and your organization.
Customers aren’t satisfied: Fewer than 35% say they’re happy with brands
First impression, ease of use are most important to customer satisfaction.
Customer Service and Success: What they are and why marketers should care
Learn the importance of customer service and customer success to overall business performance.
20 ways to make your marketing team more productive
Here are some hacks and ways to build a culture that rewards productivity.
5 tips for building customer trust during the supply chain crisis
The supply chain crisis isn't going anywhere just yet, but The Brooks Group has advice for sales, marketing and customer success teams on how to navigate it.
Webinar: Transform your content operations with DAM
McCormick is transforming how product content is created and used across its organization with digital asset management.
Yellow.ai launches low-code digital agents for swift deployment
Low-code installation is offered for Dynamic AI Agents tailored to specific verticals as well as to internal functions like HR.
Irrelevant marketing has consumers turning off brands
The top offender is content selling them a product they just purchased.
Converseon applies predictive analytics to conversation data
A new suite of solutions aims not just to evaluate data from conversational and social streams but use it to predict business outcomes.
Good morning: Customer experience takes the cake
Delivering what the customer is looking for can be a recipe for success.
JANA Partners issues new public criticism of Zendesk
Zendesk shareholder JANA Partners continues its public feud with the CEO and Board.
Salesforce releases new conversational and identity resolution features for service and marketing clouds
Integration with AWS Contact Lens brings advanced transcription and real-time sentiment analysis to Amazon Connect customers.
Good morning: The more diverse your team, the more successful it is
How do you find the people who aren't at your table?
Diversity and inclusion in marketing
By the numbers: Diversity and inclusion are good business
Improves stock and revenue performance, hiring and retention, and customer acquisition and loyalty.
ActiveCampaign extends Slack integration
Sales, marketing and customer support teams connect through ActiveCampaign app for Slack.
Intercom introduces new customer service and insights products
New Intercom Surveys and Switch aim at expanding the omnichannel service experience.