Month: April 2026

This article was written by Greg Kihlström for CustomerThink. When purchases are made on behalf of customers without them ever seeing your carefully crafted display ad or landing page before the sale, what is the role of your brand in the transaction? This is an immediate question to consider…

Yesterday’s news paints a picture that is simultaneously exciting and cautionary for CMOs. The dominant theme is that AI is arriving unevenly, and the organizations that will benefit are those that pair adoption with governance, not just speed. On the e-commerce side, two announcements illustrate divergent but complementary trends.

Today, we’re going to talk about transforming the contact center from a reactive, cost-focused operational hub into a proactive, strategic engine for growth. We’ll explore how to unlock the wealth of insights from customer interactions to drive innovation, create more empathetic experiences, and deliver tangible value across the entire…

We’ve spent the better part of two decades optimizing for efficiency, reducing friction, and A/B testing our way to incremental gains. We’ve given consumers more choice than ever before, and in doing so, we’ve inadvertently turned the joy of discovery into the chore of decision-making. This phenomenon, often clinically…

The most consequential pattern across yesterday’s news is the acceleration of agentic AI from concept to commercial product.

The once-clear lines separating a brand, a publisher, and a creator have become increasingly, and perhaps permanently, blurred. This isn’t a future-state problem; it’s the operating reality. Success is no longer defined by winning a campaign cycle but by building a resilient, multi-faceted media ecosystem that earns, rather than…

Let’s stop saying agentic AI is arriving. It’s already here. But the gap between vendor capability claims and organizational readiness to deploy them is widening, not closing. Yesterday’s press releases collectively reveal five structural tensions that define what is actually happening in marketing technology right now.

Today, we’re going to talk about the dark side of digital engagement, including the rapidly growing threat of brand impersonation, counterfeit goods, and AI-driven scams that target the customers marketers work so hard to attract. This isn’t just an IT security issue; it’s a fundamental threat to customer experience,…

True marketing agility isn’t just about making faster decisions; it’s about having a foundational trust in the information that fuels those decisions. It’s about building an infrastructure that can reliably deliver clean, governed, and accessible data to pivot not just a campaign, but an entire go-to-market strategy.

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