Exploring the MarTech & CX Landscape
The transformative potential of AI in customer experience (CX) is undeniable. While the hype around AI can be overwhelming, its practical applications are already reshaping how businesses interact with their customers. For marketing leaders, understanding how to effectively leverage AI is no longer optional, but a critical competency for success.
Sprout Social (Nasdaq: SPT), an industry-leading provider of social media management and analytics software, today launched Sprout AI—the company’s most significant intelligence update—anchored by its new proprietary AI Agent, Trellis. Trellis is the conversational agent that leverages Sprout AI to instantly turn billions of unstructured social data points into actionable business answers and transform social media into an enterprise-wide intelligence system.
The rapid adoption of generative AI is transforming the customer experience landscape in profound ways. We’re moving beyond simply automating tasks and entering a new era where AI-powered interfaces adapt to individual needs, creating seamless and personalized interactions.
Today, we’re going to talk about how AI is reshaping the very definition of a modern marketer. We’ll explore the shift from simply automating tasks to augmenting human creativity, the rise of the ‘full stack’ marketer, and what skills are becoming non-negotiable in an AI-driven world.
To help me discuss this topic, I’d like to welcome, Elizabeth Maxson, CMO at Contentful.
Travelers now anticipate instant recognition, personalized service, and relevant offers at every touchpoint. While the ambition for delivering such individualized experiences is nearly universal across the travel industry, the ability to execute at scale remains a significant challenge.
A recent U.S. study, the 2026 State of Browsing Report by Shift, reveals that 62% of consumers report experiencing digital burnout, with an overwhelming 81% ready to switch browsers in pursuit of better personalization and control.
A recent behavior report by Gourmet Gift Baskets, analyzing Google Trends search interest from 2020 to 2025, reveals a consistent trend toward earlier holiday shopping. This shift requires senior marketing and CX leaders to implement proactive, data-driven approaches to optimize engagement, manage inventory, and enhance customer satisfaction throughout an extended seasonal window.
Consumers are both inspired by new possibilities and fatigued by ongoing uncertainty. This dynamic, termed the “Age of Dissonance” by The Harris Poll, highlights a fundamental shift: a world where traditional notions of reality and trust are being reshaped.
Salesforce today reported that the 2025 Cyber Week, Thursday, November 27 through Monday, December 1, is expected to drive a record-breaking $334 billion in global sales, $73 billion of which is attributed to the influence of AI and agents (up 22% from 2024).
With Lead Partner, Lemonade, Unthread’s MCP is Redefining How Teams Interact with Data, Tools, and Workflows
