Expert Advice for Marketing Leaders on MarTech, AI, & CX
Navigate the complex world of data privacy. Insights on GDPR, CCPA, and adopting a ‘Privacy by Design’ framework to protect your brand and your users
While organizations are quickly deploying AI features to capitalize on efficiency gains, a widening “quality gap” is emerging between the pace of AI development and the capacity to rigorously test it. This gap directly leads to costly rollbacks and diminished user value, as highlighted in the The State of Digital Quality in Testing AI 2026 Report by Applause.
According to the Cloudera Data Readiness Index 2026, a survey of over 1,200 IT leaders, 79% of data-backed initiatives are hindered because organizations cannot access 100% of the data needed across environments (Cloudera, 2026). This article examines the critical components of data readiness, identifies common roadblocks, and outlines strategies for senior marketing and CX leaders to build a robust foundation for successful AI adoption.
Cloud-led innovation in the era of AI, a global report by NTT DATA, based on a survey of over 2,300 senior decision-makers across various industries, highlights a significant gap between cloud ambition and reality. The research indicates that organizations failing to evolve their cloud foundations risk constraining the growth and value of their AI investments.
We spend fortunes meticulously crafting every touchpoint of the customer journey, optimizing for a frictionless, delightful experience. Yet, we often overlook the very first interaction we have with the partners who help us build these experiences: the digital welcome mat we lay out for them.
It’s the central paradox of our discipline. As marketing leaders, we are tasked with delivering ever more precise, one-to-one personalization, a mandate supercharged by the capabilities of AI. The promise is a world where every interaction is relevant, every offer is timely, and every customer feels uniquely understood. Yet, at the exact same moment, the fuel for this engine—customer data—is becoming more restricted. A confluence of privacy regulations, the slow death of third-party cookies, and a healthy dose of consumer skepticism has put a fortress around the very information we need to deliver on that promise.
The integration of Artificial Intelligence (AI) into various sectors has emerged as a transformative force. Particularly in the realm of software development, Generative AI (Gen AI) tools are being hailed as powerful allies that can enhance productivity, streamline workflows, and alleviate the burden of monotonous tasks.
This article was written by Greg Kihlström for CustomerThink. Despite living in an era data is heralded as the new currency, a counterintuitive
movement is gaining momentum among forward-thinking marketers and CX professionals: data minimization.
Companies are constantly seeking innovative ways to enhance customer success. The integration of artificial intelligence (AI) into customer service strategies has emerged as a transformative approach that not only boosts efficiency but also preserves the essential human connections that underpin effective customer interactions. By leveraging AI technologies, businesses can better understand customer needs, automate routine interactions, enhance predictive analytics, and ultimately foster more meaningful relationships with their clients.
The potential of artificial intelligence (AI) to transform customer experiences and drive business growth is immense. However, despite the vast amounts of data available, research indicates that only 20% of retailers are effectively leveraging this data through advanced analytics and AI. The key to unlocking the remaining 80% lies in the concept of end-to-end AI integration—a comprehensive approach that connects every facet of the data pipeline, from data collection to actionable insights.
Effective communication—the right message, on the right platform, at the right time—has become a cornerstone of successful customer engagement. As businesses navigate the complexities of customer interactions, the advent of mobile applications has transformed traditional communication methods. Let’s explore the advantages of mobile apps in enhancing secure communication, particularly in industries where trust is paramount, such as banking.
