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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2 important ways to build customer trust and brand equity with data
Here are the investments marketers should make to gain a competitive edge while remaining privacy-safe.
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 marketers can use cognitive biases to influence customer decisions
Human irrationality must inform your marketing strategy. Here are three cognitive biases that shape the way customers think about your brand.
IHeartMedia launches metaverse hub iHeartLand in Fortnite
The audio media company will host 20 events at the Fortnite-based State Farm Park virtual arena, including a first-ever metaverse concert by GRAMMY-nominated artist Charlie Puth.
HubSpot’s July releases: A manager’s guide
Changes to campaign budget reporting, conversation monitoring and email collaboration.
What new ad-supported streaming TV announcements mean for digital marketers
Most viewers don't mind ads on streaming services, according to a recent Gartner study. This should be good news for Netflix and Disney+.
How location data helps marketers acquire new customers and expand campaigns
Marketers can use location data to find new customer insights and improve ROI.
PGA TOUR transforms fan experience, analytics and customer feedback
To boost their fan experience, PGA TOUR will identify macro trends, as well as implement personalization and improve other touchpoints using Qualtrics XM.
How marketers are preparing for the future of in-game ads
Brands, agencies and publishers approach the rapidly evolving videogame ecosystem.
How CDPs transform donor experience for a nonprofit organization
Data and customer experience overhauls are part of the roadmap for World Vision as they adapt to digital giving.
3 content challenges and how marketers can overcome them
Increasing content demands are increasing problems.
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.
Only 38% of marketers very confident in their customer data and analytics systems
89% say customer data isn't readily accessible to them.
How Cherry Bombe uses email to make customers smile
Email technology is helping Cherry Bombe consistently produce relevant, original content that increases audience retention.
Customer Stories: Getting started with the Agile Marketing Navigator
Agile use of Customer Stories gets all members of the team on the same page for the work that needs to be done.
Almost half of consumers are consciously spending less
A new survey from LoopMe finds consumers cutting their spending and highly in favor of working from home.
Why we care about retail media networks
One-quarter of retailers are generating more than $100 million in revenue from their media networks.
The top 10 immersive campaigns to learn from
Check out ten imaginative, immersive campaigns using extended reality (XR) to deliver impactful messaging.
Managing the unpredictable: Getting marketing, sales and operations aligned
Supply chain uncertainty requires marketing, sales and operations to align despite differing goals and incentives.
How Under Armour’s Curry Brand shoes are taking off in the metaverse
What marketers can learn from Under Armour’s roadmap for “NF3s.”
Managing the unpredictable: The inventory conundrum
Too much inventory or too little? What matters is striking the balance that will keep the customer satisfied.
Mobile leads growth in the expanding in-game advertising industry
Mobile gaming ad spend is 3.2 times bigger than console.
No matter the time of year, there’s a holiday you should be planning a campaign for
Pinterest marketing insights suggest early and often as the best approaches to holiday campaigns.
Customer journey orchestration buyer’s guide
Questions to ask vendors before buying a customer journey orchestration solution
Important steps to take and questions to ask when narrowing the CJO field.
Marketing performance management buyer's guide
What is marketing performance management and how can it help you?
MPM's help marketers allocate future spend and bring it in line with business goals.
TikTok is setting the ground rules for social media
Recent moves by Facebook and Instagram show a closer embrace of the short form video content that has made TikTok a sensation.
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.
Research: Latest digital marketing trends to better connect with customers
Discover the new ways marketers are delivering exceptional experiences.
Gap partners with DOGAMI to release pet-themed NFTs
Users in the “petaverse” will gain NFT access to Gap swag for their virtual pets, beginning July 27.
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.
Federal data privacy bill could make life easier for marketers
It would override state privacy laws and set tough standards for gathering and using personal data.
Customer journey orchestration
What is customer journey orchestration and how does it work?
Here are the goals and core capabilities of customer journey orchestration solutions.
3 ways to avoid email automation breakdowns
Your marketing automations must build in exclusions for people who don't receive a follow-up message.
Unbabel provides AI translations for Zendesk
Will let consumers exchange messages with company representatives, even if they speak different languages.
Sitecore transitions core solution to a modern cloud architecture
With the release of Experience Manager Cloud, Sitecore brings scalability and composability to its suite of offerings.
Open the gate and let your content roam free
Only 3% of visitors will fill out a form to get content.
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.
Prime Day contributed to significant ecommerce growth this year
U.S. online spend for the two-day event totaled $11.9 billion, up 8.5% from 2021