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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Data strategies for unlocking customer lifetime value
Discover how predictive analytics and AI convert raw data into actionable insights, eliminate data noise and forecast emerging trends.
How marketers are leveraging the Olympics’ focus on women’s sports to drive engagement
Lessons from Coca-Cola, Procter & Gamble and Bose on keeping the consumer connection long after the games are over.
How Salesforce Data Cloud supports CX for Principal Financial
Salesforce Data Cloud is raining personalized experiences on Principal Financial Group's B2C and B2B2B businesses.
The top ecommerce trends from record-breaking Amazon Prime Day 2024
Big-ticket items like furniture and electronics benefited from deeper discounts as online buyers proved ready to pounce.
The rise of personalization in ecommerce: 2024 consumer insights
Every marketer does “personalization” but to really do it right, you have to listen to what consumers and your customers say they want.
Comic Con trivia, cat personalities and beyond: Empowering customer engagement
Komo is bringing customer engagement activations to huge events like Comic Con but also to sports, shopping centers and media broadcasts.
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Marketing artificial intelligence (AI)
Measuring new customer acquisition and loyalty: Best of the MarTechBot
See how the MarTechBot responds to a prompt and how the prompt can be improved. Today: Costs to engage new and existing customers.
How estimated reading times increase content engagement
Letting your readers know how much time it takes to read your content helps improve user experience.
Marketing artificial intelligence (AI)
Boosting customer experience with website redesign: Best of the MarTechBot
See how the MarTechBot responds to a prompt and how the prompt can be improved. Today: KPIs to consider when redesigning a website.
61% of marketers still relying on third-party data
Salesforce's State of Marketing Report finds marketers struggling to activate data and get a full view of customers.
Digital asset management (DAM)
Does your organization need a DAM? Audit first, with these easy steps.
While DAM platforms can help marketers deliver consistent experiences, there are questions of process, training and budget to answer before beginning the buying process.
3 challenges for marketers as retail media networks evolve
Brands should have a clear game plan before entering this fragmented, often confusing space.
5 big ways to turn up the voice of your customer in your marketing
What your customers have to say about their experiences with your brand should inspire and drive innovation in your marketing.
How M&M’s transformed ERP and commerce with composable architecture
Mars Wrigley hit the ecommerce sweet spot with agile marketing, enterprise resource planning and technology integration.
Marketing artificial intelligence (AI)
Salesforce’s AI CEO explains why this new AI wave is different
Insights into improved genAI-powered sales, customer experience and advertising from the IAB Tech Lab Summit in New York.
How to build a B2B brand that delivers lasting value
Learn how to align your B2B brand identity with customer needs and deliver a seamless experience that turns hype into happy customers.
Marketo experts share tips for successful MAP implementations
Implementing a marketing automation platform like Adobe Marketo Engage requires careful preparation for the project, data and team members.
How to win Black Friday and Cyber Monday in 2024
Explore tactics to ensure the best performance for your Black Friday and Cyber Monday campaigns.
XR and AD-ID team up for better cross-platform ad experiences
It’s the first implementation of IAB Tech Lab’s new creative ID standard enabling better experiences across the adtech ecosystem.
100+ questions you must ask when developing a website
If you're building or redesigning a website today, the customer experience is paramount.
7 value-added assets to engage and upsell customers
Increase customer lifetime value by repurposing your demand generation content and maximizing your martech stack for upsells and cross-sells.
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.
How to safeguard your brand during a digital transformation
Digital transformation shouldn't sacrifice consumer trust. Grow your brand through AI and other tools while safeguarding your reputation.
3 ways to optimize your marketing funnel for driving revenue and leads
Here's how marketing can impact business through measurement, common goals and improvement to the customer journey.
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.
Accessibility matters: Strategies for building an inclusive brand
Learn how to craft digital experiences that are elegant, engaging, and inclusive, fostering a brand presence that makes everyone feel welcome.
The marketer’s guide to automating customer engagement
How to effectively automate customer touchpoints with personalized strategies and timely interactions to boost engagement and enhance relationships.
The autonomous marketing revolution: Navigating the new frontier of brand engagement
Martech is transforming from human-driven tools to engines that autonomously feed on data to deliver results. Here's what that means for your business.
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.