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
When AI systems misread signals and make automated decisions, the friction customers experience erodes trust, retention and revenue. By Alicia Arnold March 13, 2026 I was traveling for work and used my credit card in two different states within 24 hours. That wasn’t typical for me, but it made sense given the route … Continue reading When AI decisions create customer friction
At the March MarTech Conference, we discussed how to escape ‘data prison’ by focusing on operating models and culture over tech to finally end marketing silos. By MarTechBot March 13, 2026 We know the pressure of being told to “break down silos” while new ones seem to pop up every time a new channel … Continue reading Breaking free from data prison with a roadmap to unified customer insights
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
