Dashboards don’t build empathy. Customer immersion programs let executives learn real customer experiences that drive actionable insight. Annette Franz on August 1, 2025 In many organizations, decisions are made in boardrooms, far removed from the customer’s reality. Metrics are dissected. Dashboards are studied. Yet somehow, the real customer experience gets overlooked or misrepresented. That’s … Continue reading Customer immersion reveals what dashboards never will
Great CX starts with purpose, not technology. Create smart, human-centered experiences by focusing on what really matters. Shiv Gupta on July 22, 2025 We’ve all felt the frustrating side of automation — irrelevant marketing emails, clunky digital workflows, or robotic customer service that leads you in circles. Too often, technology is used to reduce … Continue reading When AI makes customer experience feel personal
The company hopes to give marketers better insight into the reasons behind customer behavior. Constantine von Hoffman on July 11, 2025 Amplitude, a leading company in behavior-tracking software and digital analytics, announced it acquired Kraftful, a startup that uses AI to understand customer feedback. Amplitude hopes to now give marketers and product teams a … Continue reading Amplitude acquires Kraftul to improve customer feedback analysis (DD)
Struggling to decode survey free-text responses? You’re not alone. Discover how AI tools like Gemini turn chaos into clarity — without extra cost. Milton Hwang on July 2, 2025 When it comes to data, marketers have focused primarily on the quality of the structured data in their CRM and marketing automation platforms over the … Continue reading Using AI to build a DIY customer sentiment analysis solution
May 21, 2025 Target stock tumbles again as customer backlash over its DEI rollback takes a bite out of sales BY Sarah Bregel Sales at retail giant Target took a dive during the first three months of 2025 and executives have indicated that boycotts over its rollback on diversity, equity, and inclusion (DEI) practices are at … Continue reading Target stock tumbles again as customer backlash over its DEI rollback takes a bite out of sales
Improvements include better data orchestration, a fully redesigned customer journey function, an AI agent creator and enhanced compliance tools. Constantine von Hoffman on May 14, 2025 Twilio today unveiled new features for its customer experience platform to deliver personalized experiences before, during and after engaging with a business Central to this is an enhanced … Continue reading Twilio unveils new features for customer data platform
Perplexity is building a browser in part to collect customer data for targeted ads “We want to get data even outside the app,” the CEO said. anna washenko Fri, Apr 25, 2025 ASSOCIATED PRESS AI company Perplexity announced in February that it was building its own browser called Comet. In a recent … Continue reading Perplexity is building a browser in part to collect customer data for targeted ads
B2B buyers want outcomes, not specs. Help them make smarter decisions with strategic, insight-driven messaging. Philip Black on April 17, 2025 In a market saturated with feature-focused messaging, it’s more important than ever to quantify and communicate value — especially amid economic uncertainty and waning consumer confidence. For organizations looking to grow their customer base … Continue reading Driving customer growth with value-based B2B marketing
Better CX insights start with forced choices. Learn why decision-based surveys outperform ratings in predicting behavior. Chris Robson on March 20, 2025 When it comes to surveys, standard rating scales often fail to predict actual behavior. People may say they are “extremely likely” to do something, but their actions tell a different story. Forcing … Continue reading Why forced choices reveal more customer insights than ratings
Integrated customer data is a competitive edge. Find out how to craft use cases that turn disconnected insights into real results. Ana Mourão on March 14, 2025 As a marketer, you are uniquely positioned to create compelling use cases for dismantling customer data silos. Your deep understanding of customer behavior, cross-functional perspective and ability … Continue reading How to build use cases to break down customer data silos
