Many CDPs excel at activation but struggle to unify fragmented data. The silver layer determines whether they deliver on that promise. By Kevin Haag Published on July 22, 2026 Enterprises love the activation dream. Real-time personalization, omnichannel orchestration, journeys that actually feel one-to-one. They buy all the technology, thinking it will make the … Continue reading The missing layer behind customer data ROI
Validate AI-generated insights, establish governance, and prioritize real-world research where it delivers the greatest value. By Lizzy Foo Kune Published on June 29, 2026 Marketing has always depended on customer insight, but traditional ways of gaining it are under strain. Surveys take time. Focus groups are expensive. Hard-to-reach audiences often remain underrepresented. Privacy … Continue reading Where synthetic data fits into customer research
AI is changing how people evaluate information. The next generation of marketers may already understand what matters most. By Brianna Miller Published on June 26, 2026 One of the most rewarding aspects of teaching marketing is seeing how my students tackle real-world business challenges. Every semester, I review the final projects from my … Continue reading What future marketers understand about customer decision-making
April’s HubSpot updates focused on reducing friction for your team and your customers. Here’s what you need to know. By Tyler Samani-Sprunk Published on June 3, 2026 “`html “` From a self-serve billing portal to AI that lives in Slack, HubSpot’s April 2026 releases push the platform deeper into the day-to-day workflows that … Continue reading Customer portals, more AI in HubSpot’s April update
74% of enterprises that deployed AI customer agents have rolled them back after governance failures damaged CX and trust. By Pamela Parker Published on May 21, 2026 Last year, a grieving air traveler asked Air Canada’s chatbot about bereavement fares. The bot invented a refund policy that did not exist. The customer acted on … Continue reading Bad AI customer agent bots are a growing brand risk
Complex campaigns break down when platforms, channels, and data flows fall out of sync. Martech helps keep customer journeys aligned. By Steve Petersen Published on May 7, 2026 Marketing campaigns involve many moving parts — including platforms, channels, and data flows — but that doesn’t necessarily result in chaos. Maintaining a broader … Continue reading Moving beyond silos to align complex customer journeys
Personalization fails when it feels like surveillance. At the May MarTech Conference, we discussed building trust throughout the customer journey. By MarTechBot Published on May 8, 2026 At the May 2026 MarTech Conference, a panel of marketing leaders tackled a persistent industry friction: how brands can create personalized customer experiences without crossing the line … Continue reading Creating meaningful moments across the customer journey
Strong customer relationships are built through consistent actions, shared goals, and a genuine commitment to customer success. By Scott Hornstein Published on May 7, 2026 Without your customer’s deep and abiding trust, a long-term relationship simply isn’t possible. It builds confidence in your technology’s ability to deliver. It’s trust in you, the people … Continue reading How to earn customer trust in the age of AI
CRM now acts as an operating model for marketing, connecting data, teams, and decisions to improve engagement and business outcomes. By Ryan Warren Published on April 24, 2026 The industry has long seen CRM platforms as little more than a campaign tool — a trusted digital notebook for storing customer details, purchase histories, … Continue reading How CRM became the backbone of customer engagement
Your martech stack probably isn’t the problem. Your operating model is. Here’s what a panel of practitioners agreed needs to change. By Gene De Libero March 16, 2026 Your customers keep telling you they already told you something. They filled out the form. They explained the issue to your support team. They gave you … Continue reading Why connected customer experiences keep failing
