A Guide to Marketing Technology and CX
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 and CX professionals information and insights to make better decisions.
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#149 The Heart of Service: A Blueprint for Human Centered AI in Customer Service
What really makes customer service stick—not just as a business function, but as a transformative and human-centered experience—even in an…
Martechipedia™
The marketing technology wiki serving as a guide for CMOs, marketing and customer experience leaders, and aspiring leaders
Search Martechipdedia:
Most popular terms
Line of Business (LOB)
Line of Business (LOB) refers to a category within a company that deals with…
Total Cost of Ownership (TCO)
Total cost of ownership (TCO) is an estimate of the expenses related to a…
Generative AI
Generative AI is the technique of designing AI that mimics human imagination and creativity.
Emotional Selling Proposition (ESP)
An Emotional Selling Proposition (ESP) is a brand’s strategy to connect with its audience…
Significance (σ or Sigma)
Significance in statistics refers to the measure of how far a result deviates from…
Customer Satisfaction Score (CSAT)
Organizations use the Customer Satisfaction Score, or CSAT, as a way to measure satisfaction…
Multi-touch Attribution (MTA)
Multi-touch attribution allows marketers to have a better understanding of the impact on individual…
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Expert Mode
Expert Mode: AI-Powered Personalization at Scale
Eric Stine, CEO of Sitecore, offers valuable insights into leveraging AI for personalized experiences, strategic…
Expert Mode: From Order-Takers to Orchestrators — Redefining Customer Support with Agentic AI
In enterprise customer experience, the holy grail has always been this: quick resolution, high satisfaction,…
Expert Mode: When Synthetic Personas Meet Real Buyer Intent
Synthetic personas sound like a marketer’s dream—or perhaps a data scientist’s hallucination. What if you…
Expert Mode: Trust Is a Strategy, Not a Sentiment
Marketers love to talk about trust. It’s on their websites, in their taglines, and plastered…
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More Articles on MarTech, AI, & Customer Experience
CustomerThink: Beyond the Dip: Forrester’s Total Experience Score Aims to Reshape Brand Loyalty Amid Declining CX
Forrester’s 2025 Global Customer Experience Index (CX Index™) paints a concerning picture: customer experience quality is in a multi-year decline…
