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Metrics often stir debate within the realm of customer experience (CX). Discussions frequently revolve around identifying the most effective CX metric. Net Promoter Score (NPS) has gained widespread acceptance but is increasingly scrutinized, leading many organizations to consider alternatives such as Customer Satisfaction (CSAT) or Customer Effort Score (CES). Each year, new metrics emerge, often…

This past weekend, the widely-used video platform TikTok experienced a blackout as new legislation prohibiting its usage in the U.S. took effect. By Sunday afternoon (U.S. Eastern Time), the TikTok website was once again displaying short videos for users located in the U.S. However, the TikTok mobile application was no longer available on app stores…

In 2025, as customer journeys become increasingly intricate, companies must invest in a top-of-the-line martech stack to provide a unified, data-centric experience across various channels. At the heart of this stack lies the content management system (CMS), which must tackle essential challenges that businesses encounter today: Ensuring visibility in multimodal search. Building a presence in…

You can now directly link campaign performance to user actions, effectively closing a significant gap between advertisement expenditures and engagement analytics. A newly launched integration of Microsoft Clarity with Google Ads allows you to understand precisely how paid traffic engages with your websites, which could enhance your returns on advertising spend. Notable features: Seamless connection…

When potential buyers enter a sales meeting without prior research, the primary expectation from your marketing team is to establish trust. The foundation of this trust is embedded in how effectively your marketing content addresses their challenges, proposes remedies, and shares valuable insights that they can’t find elsewhere. Let’s explore three essential guidelines that can…

In a noteworthy development, M&A activity made another splash in the customer data platform (CDP) sector, with Rokt announcing its acquisition of mParticle this Thursday. Rokt, leveraging artificial intelligence and machine learning to enhance e-commerce personalization, has committed $300 million for the acquisition of mParticle, which is now branded as mParticle by Rokt. Currently, independent…

Is there a future of profitability for companies focused solely on artificial intelligence? The case of OpenAI suggests that might be a challenging prospect. For firms developing generative AI technologies, increased user engagement leads to higher operational costs. What typically signifies success for most enterprises becomes a financial burden in this context. Take OpenAI’s ChatGPT…

The most recent IAB forecast predicts a 7.3% rise in U.S. digital advertising spending compared to last year’s totals. This figure represents a significant decline from the 11.8% forecast expected for 2024. Retail media networks are anticipated to grow by 15.6% year-over-year, while Connected TV (CTV) is projected to experience a 13.8% growth, and social…

What insights can a former NASA engineer bring to the martech sector? A great deal, particularly in areas that transcend mere technical know-how — underscoring the significance of communication, leadership, and problem-solving methods that propel project achievements. John Ruffa, who spent years as an engineer at NASA and is a close associate of mine, shares…

Marketing professionals are experiencing a revolution in how they conduct research, craft content, and make strategic choices, all thanks to AI tools. However, this increasing dependency on automation may carry significant drawbacks. Despite the incredible capabilities of AI, its preeminence could potentially erode essential critical thinking and strategic abilities. The surge of AI in marketing…