Metrics are a polarizing topic in customer experience. There are ongoing discussions about which CX metric is the best. Net Promoter Score (NPS) remains one of the most widely adopted metrics. However, it faces growing criticism, prompting many organizations to favor alternatives like Customer Satisfaction (CSAT) or Customer Effort Score (CES). Each year, a new…
Will pure-play artificial intelligence companies ever be profitable? If OpenAI is any indicator, it’s hard to see how. The problem for any company creating these generative AI systems is the more people use them, the more it costs. So, what would be success for most businesses is actually a money drain. Consider: OpenAI’s ChatGPT has…
Social media platforms are portals to deep, meaningful engagement with customers. They are also the place where content creators and influencers cultivate passionate fan bases. For marketers looking to meet customers where they are, social media can’t be overlooked. Here are some predictions about where brands can find opportunities and innovation in 2025 in order…
To paraphrase an old saying: “New customers are silver; old customers are gold.” Keeping customers you already have is less expensive, consumes less time and provides a reliable income stream. Despite this, marketers spend remarkably little effort on customer retention. “About how much time and effort, and on a percentage basis, are you seeing being…
For many marketers, handing over customer interactions to an automated genAI-powered process requires a leap of faith. The good news is that as more AI agents come to market, the use of this technology to improve engagement and drive revenue will become clearer. Adoption is already underway. During the 2024 holidays, traffic to retail sites from…
The 2024 holidays delivered on, and in fact surpassed, record-breaking projections for ecommerce. U.S. consumers spent $241.4 billion online between November 1 and December 31 of this, up 8.7% from 2023, according to Adobe Analytics. Ahead of the holidays, Adobe had projected $240.8 billion in ecommerce sales, up 8.4% year-over-year. Dig deeper: 2024 holiday sales…
Over the last year, the RMN space saw new in-store standards and solid growth. This is likely to continue. Here are a few ways we expect to see this dynamic space continue to mature. Growing in-store networks “While retail media networks have gained some attention [in 2024], I believe their full potential remains largely untapped,”…
Feel like your marketing team is drowning in analytics reports? You’re not alone. Data surrounds today’s marketers, making it difficult to understand how to connect business problems to the data that offers a solution. One use case for web analytics data is reducing customer friction points. In a presentation at the Fall MarTech Conference, Julie…
In the new year, customer experience will remain a high priority for marketers. The aim will be consistent with previous years — seamless omnichannel journeys that are flexible and responsive to customer preferences. Of course, those preferences change. One of the biggest changes next year won’t happen on customer touchpoints. It will happen in how…
Customer experience faced serious challenges during the pandemic. Now, there’s no looking back. Customers want it all, and really there’s no excuse for them not to get it. Digital, in-store, mixed “phygital” journeys — they’re all on the table in 2025. The key to customer success will be maintaining a strategy for covering all bases….
