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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Martech vendors need to engage year-round, not just at renewal time
Angie Judge of Dexibit lit a fire on LinkedIn when she said a SaaS vendor only contacted here once a year to secure a renewal.
Marketing attribution & performance management buyer's guide
How to decide if you need a marketing attribution and performance management platform
Implementing an MAPM platform has implications for every aspect of your marketing operations and business. Here's how to know if you need one.
Marketing artificial intelligence (AI)
How a customer service crisis drove the use of chatbots in Georgia
When COVID hit, Georgia's government was overwhelmed by people wanting unemployment help. Fortunately the state's Digital Services agency was ready.
Salesforce announces new Commerce Cloud integrations
Salesforce extends Commerce capabilities across marketing, sales and service channels.
Marketing artificial intelligence (AI)
Marketing leads other sectors in generative AI acceptance
And 48% of orgs are using it in marketing, according to a new Gartner study.
Customer journey orchestration
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.
Supercharge your customer experience with the power of QR codes
In this webinar, learn the secrets to creating flawless user experiences.
How Shake Shack measures experience and activates customer insights
The burgers and shakes chain has a winning playbook they are taking to new markets while improving existing stores.
Marketing artificial intelligence (AI)
How generative AI is improving customer experience and service calls
When the customer calls, AI is helping to solve problems, assist agents and improve the entire journey.
Marketing artificial intelligence (AI)
New releases for AI-powered marketing technology
This week’s roundup of the latest AI-powered platforms, products and features for martech.
Marketing artificial intelligence (AI)
Marketing among top AI applications for small businesses
Small businesses have their sites on marketing and customer service use cases, according to a study from American Express.
Customer journey orchestration
How to build a customer journey orchestration strategy
Organizations will often get a new technology before they know what they are going to do with it. Strategy must drive tech decisions.
Create tailored customer experiences for each generation
Presenters in this live webinar will reveal the newest trends in consumer behavior.
How to connect with Gen X, Millennials and Gen Z
Presenters in this live webinar will reveal the newest trends in consumer behavior.
Power next-best action with first-party data
In this webinar, learn how to achieve business outcomes and deliver next-gen customer experiences.
Harness the power of customer data to stay ahead of the competition
In this webinar, learn key strategies to acquire and engage the right customers.
Drive better customer intelligence for a better customer experience
Learn how to get to the heart of customer experience with data that delivers.
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.
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.
Customers aren’t satisfied: Fewer than 35% say they’re happy with brands
First impression, ease of use are most important to customer satisfaction.