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Featured posts

Loyalty

When AI Agents Do the Shopping, Who Wins Loyalty?

Denise Holt -
As AI assistants start booking and buying on customers' behalf, loyalty programs invisible to them risk losing every deal without ever knowing it.
Loyalty

The Loyalty Assumptions Holding Marketers Back

Dr. J.R. Slubowski -
Loyalty programs are missing the mark. New research reveals how recognition, not rewards, actually earns customer trust — and where brands get it wrong.
Personalization and Privacy

Why Brands Should Just Ask What Customers Actually Want

Eleanor Hecks -
Retailers know what you bought. They rarely know why. A look at why asking customers directly may outperform tracking them — and rebuild trust along the way.
People

Talkdesk’s Munil Shah on Why “Humans vs. AI” Is the Wrong Fight

Khushbu Raval -
Munil Shah, Talkdesk's Product Chief on separating real agentic AI from marketing, the hybrid workforce, obsolete CX metrics, and shared accountability for AI decisions.
Campaign Orchestration

The Metric That Mattered Most This Prime Day Wasn’t Revenue

Himanshu Jain -
An analysis of Prime Day 2026: why record revenue masked shrinking margins, and how the most profitable brands used real-time monitoring and agentic pricing to protect earnings as costs rose.
Martech

Too Much Data. Not Enough “Why.”

Lydia Bode -
AI-powered conversation intelligence is helping marketers move past what happened to why customers didn't buy — and what to do about it.
News

CMOs Shift Budgets Toward Digital Growth: Gartner

MartechView Editors -
Gartner finds CMOs are increasing spending on digital media and customer acquisition, while consumer skepticism toward AI-generated content continues to grow.
Martech

Why More Marketing Data Isn’t Delivering Confidence

Mike Juhas -
Mike Juhas explains why more marketing data isn't improving confidence and how outcome-based measurement can help marketers prove business impact.
People

AI Should Remove Friction, Not Human Connection

Khushbu Raval -
Talkdesk's VP of AI, Pedro Andrade, on what's actually changed in contact center AI, the Klarna lesson, and why deployment strategy beats technology every time.
Conversational AI

Your AI Chatbot Knows More Than Your Marketing Team

Dan Flores -
Attractions using AI agents are sitting on a goldmine of visitor intent data. Franklin Park Conservatory shows what happens when you actually listen.
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