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
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
