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. Kim Davis on October 9, 2024 Zendesk, the customer service and experience platform, announced initiatives that will infuse AI capabilities including agents and copilots across its … Continue reading Zendesk saturates CX with AI and voice
Learn to anticipate customer needs, provide instant value and optimize your marketing for brief, high-intent interactions. Stephanie Trovato on September 18, 2024 Attention spans are shrinking and customers now have instant access to information. Marketers must capture “micro-moments” — those brief times when people turn to their devices for quick answers or decisions. Whether … Continue reading How to use micro-moments to capture customer intent in real-time
Key strategies and real-world examples of how customer experience can turn marketing into a revenue powerhouse. Gene De Libero on September 18, 2024 As CMOs, we’re constantly trying to balance driving growth with the fact that marketing is often seen as a cost center. But what if we could change the narrative? What if … Continue reading How CX transforms marketing from cost center to revenue engine
CX experts at Discover, Papa John’s, L’Occitane en Provence and elsewhere discussed opportunities for adopting AI and testing experiences. Chris Wood on September 12, 2024 Brands are integrating AI into their marketing functions, and some are ready to test these tools in customer experience. Currently, analytics and market research are top AI use cases, … Continue reading How brands are taking the AI plunge and testing customer experiences
Knowing more about your customers can dramatically change their perceived value. Dive into the math behind customer analytics. Chris Robson on August 2, 2024 How much is a random person worth to your business? The answer changes dramatically as you gather more information. Let’s explore how customer value assessments evolve with data, using … Continue reading How additional information changes customer value assessments
We spent 10 minutes discussing the latest research on customer experience with Holden Bale, Global Head of Experience & Commerce at Merkle. Mike Pastore on July 31, 2024 Companies that rate highly for customer experience are more likely to have well-integrated technology, make their investment decisions with their customers in mind and are using … Continue reading What CX leaders do that laggards don’t
See how the MarTechBot responds to a prompt and how the prompt can be improved. Today: KPIs to consider when redesigning a website. MarTechBot on July 8, 2024 Best of the MarTechBot showcases the MarTechBot’s responses to prompts submitted by readers. See more about how marketers are using MarTechBot here. The language model is based on content from … Continue reading Boosting customer experience with website redesign: Best of the MarTechBot
Uncover the impact of dynamic pricing on modern commerce and how to adopt it while ensuring fair practices and customer loyalty. Alicia Arnold on July 5, 2024 Dynamic pricing, once a standard practice in ancient marketplaces, is making a comeback in today’s digital age. This pricing strategy, which involves adjusting prices based on various … Continue reading How to implement dynamic pricing without alienating customers
Gain clarity on what customer experience truly means and how it impacts your marketing and business results. Annette Franz on May 16, 2024 It’s important that everyone is clear on the definition of customer experience. There are so many incorrect uses of the term and misconceptions about the concept itself that create confusion and … Continue reading 24 customer experience misconceptions debunked
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. Digital Marketing Depot on May 15, 2024 Unprecedented changes in retail over the last four years have reshaped the industry’s digital customer experience—both in the way organizations do … Continue reading The state of digital customer experience by Digital Marketing Depot
