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
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
Great CX is what happens when strategy, data and culture move in lockstep. We talked about it at the September MarTech Conference. MarTechBot on September 22, 2025 At the September 2025 MarTech Conference, moderator Len Devanna, CMO of Cortico-X, convened a practical panel on how to turn AI and data into customer experiences that … Continue reading How AI and data activation deliver unforgettable customer experiences
‘Phygital’ experiences combine the physical and the digital. Is this a new label an old strategy? MarTechBot on March 31, 2025 In MarTech’s “MarTechBot explains it all” feature, we pose a question about marketing to our very own MarTechBot, which is trained on the MarTech website archives and has access to the broader internet. … Continue reading What are ‘phygital’ experiences and how can marketers use them?
Hyper-personalization requires the rapid analysis of large amounts of data. And that’s where AI excels. MarTechBot on March 3, 2025 In MarTech’s “MarTechBot explains it all” feature, we pose a question about marketing to our very own MarTechBot, which is trained on the MarTech website archives and has access to the broader internet. AI significantly … Continue reading How are marketers using AI to create hyper-personalized experiences?
Less than a third of consumers believe AI-powered experiences meet their expectations and 40% are skeptical about it, according to a new Lippincott study. Chris Wood on November 12, 2024 Many consumers just aren’t that into AI-powered experiences. Only 29% believe that such experiences have met their expectations, according to a new study by … Continue reading Consumers are underwhelmed by AI experiences
CX experts at Discover, Papa John’s, L’Occitane en Provence and elsewhere discussed opportunities for adopting AI and testing experiences. Chris Wood on September 12, 2024 Brands are integrating AI into their marketing functions, and some are ready to test these tools in customer experience. Currently, analytics and market research are top AI use cases, … Continue reading How brands are taking the AI plunge and testing customer experiences
It’s the first implementation of IAB Tech Lab’s new creative ID standard enabling better experiences across the adtech ecosystem. Chris Wood on June 13, 2024 \ Adtech platform XR Extreme Reach and ad identification technology company AD-ID announced a new partnership to improve ad experiences through cross-platform identification of creative assets. The collaboration is … Continue reading XR and AD-ID team up for better cross-platform ad experiences
Tactics to build customer trust in your marketing through transparent data practices and consent-driven personalization. Sam Shennan on May 6, 2024 Recently, marketers have been stuck in a bit of a Catch-22. Personalization is at the forefront; it’s an expectation for customers and has become one of the most powerful tools in the … Continue reading Navigating personalization vs. privacy: 3 tips for delivering win-win customer experiences
Harness the potential of AI and agile marketing to revolutionize your customer engagement efforts and exceed expectations. Melissa Reeve on April 24, 2024 Providing genuinely outstanding customer experiences is the ultimate goal of marketers today. Customers have come to expect seamless, personalized brand interactions across all touchpoints. However, meeting these heightened expectations is no … Continue reading Crafting exceptional customer experiences with AI and agile: A 5-step guide
