AI continues to aid marketers’ quest for authenticity: Report

Marketers’ fast adoption of AI is letting them try different strategies and focus more on authenticity, according to HubSpot’s new State of Marketing 2025 report.  The report, based on a survey of 1,200 marketing leaders, predicts this will be a year of refining existing marketing trends. In addition to the increased integration of AI into…

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Social media and influencers: 2025 predictions

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…

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7 proven strategies for effective B2B customer retention

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…

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AI agents: 2025 predictions

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…

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Customer experience and brand: 2025 predictions

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…

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Customer experience tools and strategies: 2025 Predictions

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….

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HubSpot to acquire conversational intelligence platform Frame AI

Today, HubSpot announced an agreement to acquire Frame AI, an AI-powered conversational intelligence company. Frame AI’s conversational intelligence allows marketers to pull insights from unstructured data in emails, calls, meetings and other communications. “While structured data has long been the foundation of CRM, unstructured data—like conversations—holds the key to deeper insights into customer sentiment, behavior,…

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SharkNinja embarks on its Salesforce AI journey

“You can’t keep adding bodies. That math does not work,” said Velia Carboni, CIO with appliance company SharkNinja. “The unlock with Agentforce versus historical chatbots will be authenticity. Agentforce gives us that opportunity. It feels more personal, more like a dialogue than a black-and-white ‘I ask this question, I get that answer.’” AI agents, assistants,…

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How to balance customer experience and returns in ecommerce

The boom in ecommerce has transformed how we shop, but it’s also brought a pressing challenge: managing product returns. Retailers must find the right balance between keeping customers satisfied and protecting their bottom line, making returns a key factor for building customer loyalty. Ecommerce returns: The challenge of keeping customers happy and profitable The global…

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