Expert Advice for Marketing Leaders on MarTech, AI, & CX
Catch the latest episodes of our award-winning podcasts for CMOs and marketing professionals, browse our martech wiki, and read the latest research and insights on AI adoption, CX, and more.
#822: From eTail: NoFraud Head of CX Breanna Moreno on customer loyalty, post-purchase abuse, and the moments after a sale
Today, we are here at eTail Palm Springs and we’re going to talk about a massive, and often invisible, threat to brand profitability and customer loyalty: post-purchase abuse. While brands have spent years optimizing the path to purchase, the moments that happen after the sale—returns, refunds, and support interactions—have become a significant source of margin leakage, pitting the goals of the CX team against the financial health of the business. To help me discuss this topic, I’d like to welcome, Breanna Moreno, Head of CX at NoFraud.
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
StrategyOps
StrategyOps, or Strategy Operations, is the practice devoted to understanding and optimizing business strategies.…
Lean data strategy
Lean data is a focused approach to extracting valuable insights from a wealth of…
Tom Schmitt
As Chief Executive Officer, Tom oversees the leadership of Radial North America’s Managing Committee,…
Digital Delight: Planning, measuring, and optimizing great digital CX and EX
Digital Delight discusses planning, measuring, and optimizing great digital customer and employee experiences.
Algolia
An AI-powered hosted search and discovery platform that enables developers and enterprises to embed…
Platform (Component of the Center of Experience)
The tools, processes and methods used to create experiences are critical to tasks being…
NMI
NMI is a leading payment gateway provider offering a comprehensive suite of payment solutions…
Gradient Boosting
Gradient Boosting is a machine learning method that builds predictive models by combining the…
Data (Component of The Center of Experience)
While there are many applications of artificial intelligence (AI) and machine learning that can…
Feedback recession
The Feedback Recession refers to the growing reluctance of customers to provide feedback to…
Markup AI
Markup AI is API-first and developer friendly so your teams can build quality gates…
Brand (Component of the Center of Experience)
The Brand component of the Center of Experience is the first component. The Center…
More Industry News
More Articles on MarTech, AI, & Customer Experience
Adapting to AI-driven search results changes
The integration of artificial intelligence (AI) into search engines has marked a seismic shift that brands can no longer afford…
Expert Mode Articles
Hear from Thought Leaders About Marketing technology, CX, and Digital Transformation
Expert Mode: Rethinking Retail, SaaS, and AI Strategy in the Age of Agility
The convergence of artificial intelligence (AI) and marketing has ignited a fervor, leaving many enterprise…
Expert Mode: Rethinking Loyalty in a Value-First World
The ground beneath our feet is shifting. As consumer behaviors evolve in response to economic…
Expert Mode: Navigating the Shifting Sands of the Marketing Talent Landscape
The marketing landscape is in constant flux, and the talent pool that supports it must…