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How MDVIP’s CMO Markets to Doctors and Patients Simultaneously
Most marketers today are tasked with reaching multiple audiences as they seek new paths to growth. For healthcare marketers, however, those audiences can be especially different. They may need to build...
View ArticleHow Helzberg’s New Product Data System Drives Customer Acquisition
One of the best customer acquisition tools for Helzberg is having efficient and organized backend systems for its product assets, Jackie Arlotti, Divisional Vice President, Ecommerce Operations and...
View ArticleWhen Aflac Integrates AI into Customer Service — And When It Doesn’t
Alfac’s call center is 450 employees deep, and artificial intelligence is a prime tool to help agents give detailed information to the 15,000 calls the supplemental insurance brand receives daily, said...
View ArticleHow Boll & Branch Spotted Scammers Attempting Generative AI Fraud
Scammers are now using generative AI to commit return fraud, and luxury bedding brand Boll & Branch was almost a victim. In February, a scammer using generative AI submitted a fabricated photo of a...
View ArticleWhy Agentic AI Is Causing Customers to Expect More and Tolerate Less
Happy holidays to everyone except AI agents, apparently. As AI takes over more of the customer experience landscape, replacing long hold times with immediate responses, customers are beginning to...
View ArticleBroadridge Survey: Most Companies Miss the Customer Experience Mark
A new survey finds that 71% of consumers say that most of the companies they do business with need to improve their customer experience. Most companies need to improve their customer experience,...
View ArticleLuxury Appliance Brand Fisher & Paykel Taps Agentic AI for Efficiency
AI agents now resolve 70% of Fisher & Paykel’s customer service product troubleshooting queries. The New Zealand-based brand is infusing agents more into the customer experience. Premium home...
View ArticleTarget Debuts Enhanced AI Gift Finder for Holiday Season
Target upgraded its app and website Gift Finder for the 2025 holiday season to allow shoppers to find products in a more conversational way. After a successful test during the 2024 holiday season,...
View ArticleForrester Survey: Customer Experience the Top Focus for B2C CMOs in 2026
A new survey from Forrester suggests that many B2C CMOs are planning to make the customer experience (CX) their top priority in 2026 — a notable shift from last year, when CX didn’t even crack the top...
View ArticleHow Kohler Boosts Conversion from the Product Detail Page
Numerous, updated and consistent images across channels goes a long way for boosting conversion, said Connor Bennett, Associate Channel Manager at Kohler Co. The kitchen and bath manufacturer sells...
View ArticleBissell Shares Four Quick Customer Experience Conversion Wins
Cleaning products brand Bissell is enhancing its customer experience and increasing its conversion rate through constant testing on its ecommerce site, said Stacey Howe, senior ecommerce optimization...
View ArticleEmplifi Survey: Social Shoppers Seek Authenticity, Value, Appealing Visuals
Social media has evolved from a platform for marketing and brand awareness into a critical space for responsive customer service and even direct revenue generation. But in order to unlock the full...
View ArticleBissell Shares Four Quick Customer Experience Conversion Wins
Cleaning products brand Bissell is enhancing its customer experience and increasing its conversion rate through constant testing on its ecommerce site, said Stacey Howe, senior ecommerce optimization...
View ArticleEmplifi Survey: Social Shoppers Seek Authenticity, Value, Appealing Visuals
Social media has evolved from a platform for marketing and brand awareness into a critical space for responsive customer service and even direct revenue generation. But in order to unlock the full...
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ADT Marketing Part 2: EVP & CMO DeLu Jackson on Customer Experience, Insights...
Our Marketer on Fire this month, DeLu Jackson, Executive Vice President and Chief Marketing Officer at ADT, recently took us through the 150-year-old company’s latest marketing transformation, which...
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3 Ways to Create Personalized Customer Experiences on a Budget
Obsession can mean many different things. It can describe a Taylor Swift superfan’s dedication to decoding hidden messages in her album covers or laser-focused attention to detail. But when it comes...
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Understanding the End-to-End Content Lifecycle
Your online presence has never been more critical to your business success. Because it’s not flashy ads or trendy products winning customers today—it’s the customer experience itself. Salesforce’s...
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Three Pandemic-Born Customer Experience Trends That Are Here to Stay
The pandemic has spawned new trends in customer experience as a result of shifting consumer behaviors. And some are here to stay. Three trends—contactless shopping, subscription business models and SMS...
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Three Ways Technology Can Boost Customer Experience for D2C Marketing
Providing a superior customer experience is critical in these times, particularly for direct-to-consumer brands. To ensure customers receive the appropriate communications and assistance leading up to...
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