High-profile vendors are headed towards fully automating the customer service experience. Time to think about what experience management really means. Kim Davis on November 21, 2024 “I am excited to introduce our next step in this journey,the Webex AI agent. This is in pilot right now, it will be available to our customers in … Continue reading Customer experience management in the age of agentic AI
Position-less marketing is the way marketers execute at scale free from marketing assembly line constraints. Optimove on November 20, 2024 Many companies divide marketing responsibilities across multiple specialists: graphic designers, social media managers, marketing operations managers, content marketers and email marketers, to name a few. In this setup, each person contributes a small part of … Continue reading Stop killing customer engagement with assembly-line marketing: Embrace position-less marketing by Optimove
Following the iOS 18 update, many more phones have RCS. Now marketers can reach these users with rich content. Chris Wood on November 13, 2024 Mobile experience company Sinch announced RCS features are now available in the Sinch Customer Dashboard, allowing marketers to integrate rich content into mobile message (SMS) campaigns. In the U.S., … Continue reading Sinch introduces RCS features in Customer Dashboard
Moving from traditional retention tactics to a respect-driven approach can actually build customer loyalty. Jay Mandel on November 14, 2024 Remember when your martech stack was manageable — maybe just one CRM platform paired with an email automation tool? Fast forward to today and your SaaS expenses ballooned. What began as a focused investment … Continue reading Why marketers must move from retention tactics to customer respect
See how advanced customer journey analytics enables businesses to craft personalized experiences that meet modern customer expectations. Mohit Palriwal on November 14, 2024 Understanding the customer journey is essential for businesses looking to boost engagement and build loyalty. However, achieving a cohesive view is increasingly challenging, with customer interactions now spanning multiple channels and … Continue reading How advanced customer journey analytics is shaping the future of engagement
Including rich content on a phone call, like the company name and logo, makes people more likely to answer. Chris Wood on November 5, 2024 Digital channels offer convenience for consumers seeking help in making a purchase. But sometimes they just want to pick up a phone and talk to a human. Nearly 80% … Continue reading Branding phone calls improves customer trust
Beyond customers, you have payers, deciders and users. Avoid costly targeting mistakes by focusing on the right roles and profitability. Zac Stucki on October 30, 2024 I was approached by a pair of founders at an event the other day. They are struggling to grow their business. I started with my usual first question, … Continue reading The biggest ideal customer profile mistakes businesses make — and how to fix them
Sure, your CDP can sit at the center of your martech stack and be a centralized hub for data and reporting. But it can also do so much more. Greg Krehbiel on October 29, 2024 Customer data platforms (CDPs) are a versatile tool in the martech stack. Whether you’re looking for a solution to … Continue reading 12 ways to use a customer data platform
Mining customer data for insights, and turning those insights into actions, is easier than ever before. Mike Pastore on October 25, 2024 For marketers to succeed with their customer marketing efforts, it’s essential to understand which customers are happy, which are at risk of churn and which present cross-sell and upsell opportunities. Your customer … Continue reading How a free AI tool will help you develop a customer marketing strategy
Would the bold step of complete data transparency change the conversation around data privacy and consent? Greg Krehbiel on October 17, 2024 Practical discussions about marketing technology sometimes boil down to this: “How can we collect this data on our customers without them knowing about it?” That doesn’t strike me as the best way … Continue reading How to build customer trust through data transparency
