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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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.
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.
Mitel makes customer experience Talkative
U.K. longevity vendor Healthspan is leveraging Mitel's AI virtual agent to resolve 90% of product queries.
Customer relationship management (CRM)
HubSpot to acquire conversational intelligence platform Frame AI
Frame AI will add capabilities to pull insights from unstructured data in emails, calls, meetings and other conversations.
SharkNinja embarks on its Salesforce AI journey
Popular appliance brand SharkNinja is testing Agentforce AI as part of its new Salesforce commerce and service capabilities.
How to balance customer experience and returns in ecommerce
With the right strategies, retailers can turn ecommerce returns into an opportunity for building lasting customer loyalty.
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.
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.
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.
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.
SAP integrates with Gainsight and ChannelEngine
SAP announced new integrations to support customer success, sales and ecommerce at SAP CX Live today.
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.
White House to tackle bad CX practices
The White House is mobilizing to tackle poor corporate CX practices. InMoment identifies key areas to tackle.
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.
Why RCS mobile marketing is set to go big in the U.S.
With Apple onboard, U.S. marketers likely will be adding a more immersive messaging experience to their mobile playbook.
Marketing artificial intelligence (AI)
AI-powered martech releases and news: May 23
Agencies lead the AI-powered charge for clients with WPP's Claude integration. Plus, AI improvements to customer conversations, site building and more.
Marketing artificial intelligence (AI)
Salesforce delivers Unified Knowledge to service agents
Salesforce adds information from third-party systems to Service Cloud in addition to the data available in Data Cloud.
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.
HubSpot launches new genAI-powered Content Hub
HubSpot goes all-in on AI with its new look Content Hub. Plus Service and Commerce Hub updates.
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.
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.
Marketing artificial intelligence (AI)
Oracle brings new genAI capabilities to Oracle Fusion Cloud Applications Suite
At Oracle CloudWorld in London, new generative AI tools for marketing, sales and service were unveiled.
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?
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.
Will the EU disrupt AI-powered customer support?
What are the chances that the E.U. will block fully automated customer support? Gartner says it will happen by 2028.
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.
Salesforce’s full-funnel approach to social media
Social listening and analytics inform the company’s growing social media team on how to engage customers and streamline customer care.
Marketing artificial intelligence (AI)
Salesforce updates Einstein 1 Platform with unified business data
Data Cloud Vector Database will bring together all business data, including unstructured data from emails and PDFs, to improve AI experience.
Consumers have high expectations for the use of AI in customer service
A new survey from Infobip shows consumers expecting improved customer service from AI, even though past experiences have not been uniformly good.
Strong Cyber Week sales show consumers are willing to spend
U.S. consumers spent $12.4 billion on Cyber Monday, up 9.6% YoY, demonstrating that consumers are willing to wait for substantial discounts.
5 Black Friday trends marketers can act on this holiday season
42% of consumers begin holiday shopping on Black Friday or later, one study found. Here’s what marketers can do to capitalize.
4 essential ways to boost your marketing automation program
Improve your marketing automation program by identifying manual tasks, reverse engineering segmentation and communicating better with customers.
84% of consumers want to buy from small businesses this holiday season
87% are more likely to return at other times of the year after visiting and buying from a small business during the holidays.
How consumers are contacting brands on social media this holidays
74% of customers will be reaching out to brands over social. Here’s where they’ll be and why, according to a new Sprout Social study.
Why Dollar Shave Club cut its homegrown ecommerce system
The popular DTC brand implemented a Shopify-centric stack that includes Ordergroove, Gorgias, Klaviyo and Shopify Plus.
SaaS companies embrace digital customer success
Look out for the rise of digital CS as vendors try to do more with less.