Customers second-guess after they buy. Use education, reassurance and personalization in post-purchase emails to increase trust and long-term value. By Kath Pay March 4, 2026 Most brands treat post-purchase emails as functional necessities. These automated emails are built into the purchase workflow and focus almost exclusively on the product and the buying experience. … Continue reading 6 post-purchase moments that shape customer lifetime value
Marketers are racing ahead with AI, but unless brands close the trust gap, customers may never fully embrace AI-powered engagement. By Constantine von Hoffman , February 27, 2026 For marketing teams, AI is acceleration. For many customers, it’s a ride to someone else’s destination. Braze’s “Global Customer Engagement Review 2026” paints a picture … Continue reading AI is moving faster than customer trust
At the March 2026 MarTech Conference, we discussed why your operating model, not your tech, is the key to stopping customer friction and aligning your teams. By MarTechBot March 11, 2026 Customers don’t see your internal departments; they see one brand. Whether they are chatting with support, browsing your site or speaking with a … Continue reading How to build context-aware customer experiences
Most teams can’t fully map where their customer data lives. That blind spot creates operational and legal consequences marketers can’t ignore. By Vladimir Ceric February 12, 2026 A marketer today isn’t just someone who understands the customer, the product and the market, and can creatively launch campaigns that acquire new customers. To succeed, … Continue reading Marketing owns customer data and the risks that come with it
Marketing creates expectations that customer service must fulfill. When they don’t, acquisition gains turn into retention losses. By Shama Hyder February 11, 2026 A customer clicks on your perfectly crafted Instagram ad, lands on your conversion-optimized website and completes a purchase. Three days later, they need help with their order. They wait 10 minutes … Continue reading Why customer service determines the ROI of your marketing spend
February 08, 2026 AI didn’t kill customer support. It’s rebuilding it
Martech tools are easy to buy and hard to use. CSMs help teams unlock value, avoid renewal surprises and stay ahead of change. By Steve Petersen February 6, 2026 Martech is a team sport, and no one wins it alone. Success depends on coordination across internal teams and external partners. A customer success … Continue reading Why customer success managers are a martech power move
CX is no longer a set of touchpoints. Learn how data, AI and org alignment reshape experience design and execution. By Jessica Hawthorne-Castro January 30, 2026 Customer expectations are rising fast. AI acceleration has reset what fast, personal and relevant mean. Economic pressure has made customers more selective about where they spend their time … Continue reading Why customer experience is the ultimate growth strategy in 2026
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
