Customers are fed up with broken experiences and AI that feels impersonal—this is the year brands need to close the trust gap or else. By Constantine von Hoffman January 9, 2026 The coming year had better be about improving customer experience because customers are not happy CX right now. They’re experiencing more problems … Continue reading Why 2026 is the year customer experience has to change
Agentic AI is intermediating the consumer-brand relationship, changing how products are discovered, evaluated and purchased. By Greg Kihlstrom , January 9, 2026 Agentic AI introduces a new dynamic to the consumer-brand relationship, particularly as autonomous shopping agents interact directly with brand marketing agents. In the past, AI systems primarily supported recommendations based … Continue reading When AI agents become the customer
As AI accelerates decisions, brands endure by investing in the human layers of experience that technology can’t generate. Angela Vega on December 15, 2025 As AI agents collapse the consumer funnel and mediate more decisions, brands must strengthen the distinctly human moats — loyalty, trust, community, ecosystems of convenience and meaningful human care. Consumers … Continue reading The customer funnel is gone, and trust is the new moat
AI is enabling a new kind of marketing with fluid, customer-led journeys for companies like Ally Financial and Warby Parker. Jessica Hawthorne-Castro on November 7, 2025 The way brands engage with consumers is on the edge of a major shift. The days of the traditional funnel model are fading. In their place, customer journey … Continue reading The new era of customer journeys is co-created, adaptive and AI-powered
October 31, 2025 Friction can make the customer experience more human
Even without a CDP, marketers can start delivering personalized experiences by using existing CRM and BI tools to unify customer data. Caroline Hodson on October 9, 2025 Personalization is no longer optional. Customers expect a seamless, relevant experience at every touchpoint. For most marketers, however, this ambition is met with the harsh reality of … Continue reading How to unify customer data using tools you already have
October 10, 2025 Move from reactive to proactive customer service Customer experience is entering the sci-fi age: knowing and understanding customers on an individual level, providing personalized service, and dedicated moments. All of this is becoming possible thanks to technological innovation. And as it shifts, we’re moving beyond the age of reactive service, where customer … Continue reading Move from reactive to proactive customer service
Great CX is what happens when strategy, data and culture move in lockstep. We talked about it at the September MarTech Conference. MarTechBot on September 22, 2025 At the September 2025 MarTech Conference, moderator Len Devanna, CMO of Cortico-X, convened a practical panel on how to turn AI and data into customer experiences that … Continue reading How AI and data activation deliver unforgettable customer experiences
Are your data practices keeping up with AI? We talked about proactive governance and trust at the MarTech Conference. MarTechBot on September 19, 2025 Artificial intelligence promises tremendous value for marketers, but only if it’s fueled by quality data collected responsibly. That was the theme of a session at the September installment of The … Continue reading Navigating the chaos of consent, compliance and customer trust in an AI world
Entain details new sportsbook features to enhance customer experience Graeme Hanna Entain has unveiled a range of new features as part of its ‘product innovation strategy’ to enhance its betting offerings across the United States, the United Kingdom, and Brazil. The tools, aimed at improving the customer experience, include faster withdrawals, new BetBuilder technology, live … Continue reading Entain details new sportsbook features to enhance customer experience
