Would the bold step of complete data transparency change the conversation around data privacy and consent? Greg Krehbiel on October 17, 2024 Practical discussions about marketing technology sometimes boil down to this: “How can we collect this data on our customers without them knowing about it?” That doesn’t strike me as the best way … Continue reading How to build customer trust through data transparency
The state of today’s consumer? Upset by negative experiences — but staying silent about them too. Kim Davis on October 15, 2024 Brands today are challenged by heightened consumer expectations and declining consumer feedback. In other words, negative experiences sharply impact customer loyalty, but — despite the ready availability of feedback channels — consumers … Continue reading Declining customer feedback and loyalty, growing AI skepticism
Discover why you should move beyond last-touch attribution to capture the full impact of marketing channels for better performance. Jessica Hawthorne-Castro on September 30, 2024 Traditional marketing tracking methods like unique phone numbers and coupon codes are becoming less effective. With stricter privacy regulations and consumers gaining more control over their data, marketers have … Continue reading Unlocking the full customer journey with advanced marketing measurement models
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
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
See how the MarTechBot responds to a prompt and how the prompt can be improved. Today: calculating marketing efficiency with CAC. MarTechBot on September 9, 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 MarTech embedded … Continue reading Measuring customer acquisition cost: Best of the MarTechBot
Dive into research findings and real-world examples of how positive employee experiences translate to better customer experiences. Alicia Arnold on August 23, 2024 The connection between employee experience (EX) and customer experience (CX) is well-documented, with both anecdotal evidence and statistical data supporting the correlation. Research indicates that positive EX leads to superior CX, … Continue reading How employee experience drives customer satisfaction
Tips for shifting from siloed martech, salestech and support tech to a cohesive strategy for seamless customer interactions. Frans Riemersma on August 21, 2024 Delivering a seamless customer experience is crucial for staying competitive. Yet, many companies manage martech, salestech and support tech in isolation, resulting in fragmentation of that experience. An integrated customer … Continue reading 3 elements of a customer technology strategy
See how the MarTechBot responds to a prompt and how the prompt can be improved. Today: CDPs and metrics for powering customer engagement. MarTechBot on August 12, 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 CDP and customer experience: Best of the MarTechBot
A good map helps you see the customer experience through the eyes of your customers. Mike Pastore on August 2, 2024 How well does your organization know how customers engage with your brand? Many of us think we know how it works, or more accurately, how we hope it works. But we’re rarely sure. … Continue reading Customer journey maps: What you need to know
