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
As AI accelerates decisions, brands endure by investing in the human layers of experience that technology can’t generate. Angela Vega on December 15, 2025 As AI agents collapse the consumer funnel and mediate more decisions, brands must strengthen the distinctly human moats — loyalty, trust, community, ecosystems of convenience and meaningful human care. Consumers … Continue reading The customer funnel is gone, and trust is the new moat
AI is enabling a new kind of marketing with fluid, customer-led journeys for companies like Ally Financial and Warby Parker. Jessica Hawthorne-Castro on November 7, 2025 The way brands engage with consumers is on the edge of a major shift. The days of the traditional funnel model are fading. In their place, customer journey … Continue reading The new era of customer journeys is co-created, adaptive and AI-powered
October 31, 2025 Friction can make the customer experience more human
Even without a CDP, marketers can start delivering personalized experiences by using existing CRM and BI tools to unify customer data. Caroline Hodson on October 9, 2025 Personalization is no longer optional. Customers expect a seamless, relevant experience at every touchpoint. For most marketers, however, this ambition is met with the harsh reality of … Continue reading How to unify customer data using tools you already have
