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#851: CRMC Keynote Speaker David Avrin on customer loyalty and being easy to do business with
Today, we’re going to talk about the powerful, and perhaps counterintuitive, idea that the greatest predictor of customer loyalty isn’t satisfaction or delight, but simply how easy you are to do business with. We’ll explore why reducing customer effort is a critical competitive advantage and how enterprise…
Up-to-the-Minute Analysis
Insights from the last 48 hours
The most consequential pattern across yesterday’s news is the acceleration of agentic AI from concept to commercial product.
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,…
AI investments are actively reshaping the infrastructure of how we engage customers, how buyers discover brands, and how martech platforms compete. Forrester’s Q1 2026 CDP…
From the creators of The Agile Brand with Greg Kihlström® podcast, and the internationally best-selling The Agile Brand Guide® series of books on marketing technology topics, we're here to give marketers information and insights to make better decisions.
Martechipedia™ Wiki
The marketing wiki with everything you need to know:
Most popular terms
Ad-Supported Video on Demand (AVOD)
Ad-Supported Video on Demand (AVOD) is a video distribution model that allows users to…
Channel Switching
The idea that a single consumer may move between (“switch”) various devices and methods…
Agile Brand
An Agile Brand is an organization that is able to be adaptive to both…
Product Market Fit (PMF)
Product Market Fit (PMF) means finding the right target market where the product’s market…
Real-Time Data (RTD)
Real-time data (RTD) refers to the information that is updated minute-by-minute, second-by-second. This data…
Organizational Semiotics (OS)
Organizational Semiotics (OS) is the study of how signs, symbols, and meaning are used…
Chief Marketing Officer (CMO)
A Chief Marketing Officer (CMO) is the senior executive responsible for leading an organization’s…
Contextual User Experience (UX)
Contextual User Experience (Contextual UX) refers to the design and adaptation of user experiences…
Universal Commerce Protocol (UCP)
Universal Commerce Protocol (UCP) is an open-source protocol that standardizes how AI agents and…
mParticle
mParticle is a customer data platform that simplifies the collection, organization, and activation of…
The Agile Brand with Greg Kihlström Podcast
The Agile Brand with Greg Kihlström podcast discusses marketing technology, customer experience, and digital…
Seel
Seel is an e-commerce technology platform that provides a suite of AI-powered solutions designed…
Latest Research
The more recent insights, trends, and stats to guide your work
Mastering AI-Powered Discoverability: Strategic Imperatives for AEO/GEO in 2026
The landscape of digital discoverability is undergoing a fundamental transformation driven by generative artificial intelligence (AI) and answer engines. As…
More Industry News
Articles on MarTech, AI, & Customer Experience
Unmasking AI’s Impact: How Over-Reliance Can Destroy Brand Identity
Marketing has entered a new AI-powered era—one where audiences can no longer distinguish between human-created content from the latest algorithm.…
Expert Mode Articles
Hear from Thought Leaders About Marketing technology, CX, and Digital Transformation
Expert Mode: Taming the Data Chaos for Smarter Customer Engagement
As marketing leaders, we are drowning in more customer data than ever before, yet a…
Expert Mode: The Agility Paradox: Why Brand Integrity Requires Constant Motion
In entrepreneurship, the exit is often portrayed as the final chapter. It’s the moment the…
Expert Mode: Lessons in Growth to Acquisition from Boots-on-the-Ground Expertise
The prevailing narrative of the tech founder is a well-worn path. It usually involves a…
Expert Mode: Turning the Trillion-Dollar Returns Problem into a Revenue Engine
We, as marketing leaders, spend fortunes crafting seamless pre-purchase journeys, optimizing every click and impression,…