Tag: Customer Experience

Weekend Digital Media Round- Building A Brand Is Not A Strategy, It Is A Starting Point, 2026 will change marketing more than the last five years combined, When knowing omnichannel matters wasn’t enough to make it happen & More….

1.Building A Brand Is Not A Strategy, It Is A Starting Point

SEO can’t magically create demand — it captures it. The piece explains how true brand building comes from consistent visibility, helpful content, and long‑term trust signals rather than vague instructions to “build a brand.” It highlights that SEO, content, and digital PR work together to increase mental availability and reinforce brand perception over time. [Source: Search Engine Journal]

2. 2026 will change marketing more than the last five years combined

Marketing in 2026 is shifting into a fully unified, AI‑driven system where channels, measurement, and creative work together in real time. AI becomes the transparent engine powering optimization, while silos disappear as brands move toward connected, journey‑based planning. Overall, the year marks a major inflection point where unified intelligence replaces fragmented marketing practices. [Source: The Drum]

3. When knowing omnichannel matters wasn’t enough to make it happen

Companies long understood the value of omnichannel experiences, but most failed because their systems couldn’t actually connect customer data across channels. The piece shows how true success comes from integration—not just collecting data—since unified systems drive higher retention, smoother experiences, and long‑term competitive advantage. [Source: DM News]

4. The Performance Gap Is Widening in 2026

Programmatic advertising budgets are rising, but many teams are losing up to 30% of spend due to fragmented tools and siloed execution. Top-performing marketers are pulling ahead by consolidating their tech stacks and investing more heavily in AI across creative, data, and optimization. The gap between unified and fragmented strategies is expected to widen even further in 2026. [Source: Ad Week]

5. What it takes to be a CMO in 2026 (spoiler: it’s complicated)

Marketing leaders in 2026 are navigating a complex role that blends AI-driven transformation with the need to preserve creativity and human authenticity. CMOs are expected to act as both tech strategists and brand storytellers while balancing speed, strategy, and accountability. The research shows they must evolve into cross‑functional leaders who unite performance, platforms, and creativity. [Source: The Drum]

6. Why Paid Search Foundations Still Matter In An AI-Focused World

AI tools like Google’s PMax can scale campaigns, but they still depend heavily on solid fundamentals—clear structure, strong audience signals, and well‑defined intent—to perform well. Marketers who provide clean data, meaningful audience insight, and aligned intent signals enable AI to optimize far more effectively instead of guessing. [Source: Search Engine Journal]

7. AI’s Greatest Problem Isn’t The Technology — It’s The Missing Data

AI failures in enterprises aren’t caused by weak technology but by missing human-centric data that shows how work actually happens. Companies that capture real-time human signals—like collaboration, trust, and recognition—gain a competitive edge, while others relying only on static organizational data fall behind. The message for 2026: AI impact will depend on integrating technology with genuine human context. [Source: Forbes]

8. Google launches Universal Commerce Protocol for agent-led shopping

Google has introduced the Universal Commerce Protocol, a new open standard that enables AI agents to manage the entire shopping journey across platforms. Alongside this, Google is rolling out branded retail AI agents and new ad formats like Direct Offers to boost conversions in AI-driven shopping. The updates aim to simplify checkout, reduce cart abandonment, and give retailers more control as agent-led commerce grows. [Source: Search Engine Journal]

9. What Contact Center Operations Reveal About Your Customer Experience

Operational assessments help contact centers uncover hidden inefficiencies, compliance gaps and technology issues that quietly weaken customer experience. Strengthening processes, data practices and agent support leads to faster resolution, better satisfaction and long‑term loyalty. [Source: CMS Wire]

10. Shejale & Tamboli: Solving the 2026 Signal Crisis

Brand leaders Prasad Shejale and Vinay Tamboli explain that the real challenge of the post‑cookie era isn’t replacing technology but rebuilding a unified, privacy‑first signal foundation. They argue that strong first‑party data, improved signal quality, and organisational alignment will separate high‑performing brands from those struggling in 2026. CMOs who prioritise measurement and owned data now will gain lasting strategic advantage. [Source: Adtech Today]

January 16, 2026
Weekend Digital Media Round-Up You’re Not Being Replaced By AI — You’re Being Exposed. Here’s How to Make Your Brand Bulletproof, ROI of UX: Why CFOs and CEOs need to prioritise design, The Role of AI and Automation in Modern Digital Marketing & More…

1.You’re Not Being Replaced By AI — You’re Being Exposed. Here’s How to Make Your Brand Bulletproof

The article emphasizes that in an AI-driven world, personal brand clarity, consistency, and authenticity are crucial for building trust and standing out. While AI can replicate style and speed, it cannot replace your unique story, values, and lived experience — making your personal brand your most powerful and defensible asset. [Source: Entrepreneur]

2. ROI of UX: Why CFOs and CEOs need to prioritise design

Strong UX design is a strategic asset that directly impacts revenue, retention, and customer satisfaction, yet many CEOs and CFOs still undervalue its role. Companies that prioritize UX—like Apple and Airbnb—outperform competitors, with studies showing up to 100x ROI on UX investments and significantly higher shareholder returns. [Source: BestMedia Info]

3. The Role of AI and Automation in Modern Digital Marketing

AI and automation are revolutionizing digital marketing by enabling hyper-personalized customer experiences and streamlining repetitive tasks like email campaigns and lead nurturing. These technologies empower marketers to make smarter, data-driven decisions while improving efficiency and ROI. [Source: TECHBI]

4. Digital Marketing in the AI Era: Navigating Trends and Opportunities in 2025

Digital marketing in 2025 is being reshaped by AI integration, emerging platforms like Threads and BlueSky, and evolving consumer behaviors. Marketers are focusing on authentic content, employee advocacy, and AI-powered tools to enhance personalization, campaign efficiency, and search visibility. Soft skills, business acumen, and generative engine optimization are becoming crucial for staying competitive. [Source: ChimpReports]

5. Navigating the digital tide: How CTV is reshaping media

Connected TV (CTV) is rapidly gaining traction in India, offering brands precision targeting, immersive storytelling, and measurable engagement, especially in Tier-3 markets. While traditional TV still holds value for mass reach, marketers are increasingly adopting a hybrid strategy, using CTV for personalized, data-driven campaigns and TV for broad awareness. [Source: Pitch]

6. The New Ad Tech Compass: How To Guide Media Performance With Precision

Marketers face growing complexity and declining confidence in digital advertising due to fragmented platforms and opaque metrics. Double Verify proposes a unified framework—DV Media AdVantage Platform—that integrates media verification, performance optimization, and outcome measurement to restore transparency, efficiency, and trust. [Source: adexchanger]

7. Why your website needs a GEO audit now

Geoptie’s free GEO audit helps websites assess their readiness for AI-powered search by analyzing six key dimensions like citation readiness, answer alignment, and content authority. Unlike traditional SEO, GEO focuses on how AI systems understand, trust, and cite content, offering actionable insights to improve AI visibility and stay competitive in the evolving search landscape. [Source: Search Engine Land]

8. The Guardrails Are Down: It’s Time For Advertisers To Rethink Social Targeting

Social platforms are loosening content moderation policies, expanding ad inventory and enabling brands to connect with more diverse audiences. While this shift introduces risks to brand safety, it also offers opportunities for advertisers to embrace nuance, define their own suitability frameworks, and engage more meaningfully with communities. [Source: adexchanger]

9. Agentic AI in Contact Centers: The Next Big Shift in Customer Experience

Agentic AI is transforming contact centers by enabling autonomous, real-time decision-making and task execution, going beyond traditional chatbots. It enhances customer experience through intelligent routing, proactive support, and seamless integration with live systems, while also reducing operational costs. [Source: CMS Wire]

10. What’s next for SEO in the generative AI era

SEO is rapidly evolving in the generative AI era, shifting from traditional tactics to a broader, more complex discipline that includes AI-driven search, multimodal content, and brand perception across platforms. Experts emphasize the need for SEOs to adapt by learning new skills, embracing omnichannel strategies, and rethinking measurement and visibility in AI-powered environments. [Source: Search Engine Land]

August 14, 2025
Weekend Digital Media Round-Up: From Influence to Intelligence: The Rise of AI-Driven Creator Commerce, Answer Engine Optimization (AEO) — What Brands Need To Know, Turn real-time data into smarter customer journeys & More…

1.From Influence to Intelligence: The Rise of AI-Driven Creator Commerce

Creators are evolving into strategic commercial collaborators, leveraging AI to optimize product selection, automate audience engagement, and drive revenue. Economic pressures are pushing creators to adopt AI for efficiency, making sharper decisions and aligning with seasonal trends. Retail leaders must support creators with AI-powered tools and transparent data to thrive in this new landscape. [Source: Total Retail]

2. Answer Engine Optimization (AEO) — What Brands Need To Know

Answer Engine Optimization (AEO) is transforming how brands interact with consumers by structuring content for large language models (LLMs) like ChatGPT. Brands need to create dynamic, conversational content that LLMs can understand and reference, moving away from static, keyword-based SEO. This shift emphasizes authentic, helpful, and authoritative content to ensure brands are visible in AI-driven conversations. [Source: Forbes]

3. Turn real-time data into smarter customer journeys

Marketers are leveraging Customer Data Platforms (CDPs) to unify customer data, streamline operations, and create real-time profiles that drive growth. This approach helps replace disconnected tools, orchestrate smarter customer journeys, and prove ROI across channels. Join the live panel discussion to learn more about these strategies. [Source: Search Engine Land]

4. Ecommerce advertising: Strategies to drive online sales

Ecommerce advertising is crucial in today’s digital economy, allowing businesses to showcase products where customers spend most of their time online. This guide covers the basics, strengths, and limitations of current ecommerce platforms, along with strategies and tactics to drive online sales effectively. [Source: Search Engine Land]

5. Omnichannel retail advertising: Connect with shoppers across every touchpoint

Omnichannel retail advertising is essential for creating a consistent and connected experience for shoppers across various platforms. By leveraging multiple channels like display, video, connected TV, and audio, marketers can engage customers at every stage of their buying journey, enhancing conversion rates and building long-term loyalty. AI-powered technology helps optimize these efforts by delivering personalized ads to the right audience at the right time. [Source: Marketing Tech]

6. How To Save PPC Campaigns From Poor Conversions & Wasted Budget

Struggling with poor conversions and wasted budget in PPC campaigns often stems from lead leaks after the click. Meagan McLoughlin from CallRail shares practical tips to improve lead-nurturing and management strategies, including an exclusive look at VoiceAssist, an AI-powered assistant for handling inbound calls. [Source: Search Engine Journal]

7. Beyond ChatGPT: What AI agents really do (and why it matters for customer experience)

Autonomous AI is revolutionizing customer experience by not just responding but acting—planning, reasoning, and executing tasks across departments. This transformation enables brands to move faster, serve smarter, and scale customer impact without increasing headcount. The guide from Snowflake explores the unique aspects of AI agents, successful use cases, and considerations for deployment. [Source: Seach Engine Land]

8. Small and Smart: How AI is powering SMEs in India’s e-commerce boom

AI is revolutionizing India’s e-commerce sector by optimizing operations and enhancing customer experiences. It improves search capabilities, inventory management, and logistics, making shopping more efficient and personalized. Experts highlight AI’s role in transforming user behavior and driving higher operational efficiencies. [Source: The Economic Times]

9. AI in Customer Experience: Powerful Use Cases You Shouldn’t Ignore

AI is transforming customer experience by automating repetitive tasks, providing real-time contextual support, and personalizing interactions. Companies like Daily Harvest and Verizon are leveraging AI to enhance customer satisfaction, improve operational efficiency, and uncover valuable insights. [Source: CMS Wire]

10. SEO KPIs to track and measure success in the age of AI

Tracking and refining SEO strategies is crucial in the age of AI. Key performance indicators (KPIs) help measure SEO success by connecting marketing objectives to SEO reporting. Focusing on core metrics and integrating AI insights ensures a strategic approach to SEO in a rapidly changing landscape. [Source: Search Engine Land]

June 20, 2025
Weekend Digital Media Round-Up: India’s GCC are driving AI projects for global ops, E-commerce and OOH advertising integration key to future growth, Why it’s important to build meaningful difference through CX and not just communications & More….

1. India’s GCC are driving AI projects for global ops

India’s Global Capability Centers (GCCs) are increasingly leading strategic AI initiatives for their parent companies worldwide. For instance, Amadeus’ India team develops personalized travel solutions, while Continental’s India engineers design AI-driven automotive technologies. [Source: Times of India]

2. E-commerce and OOH advertising integration key to future growth: Experts

E-commerce brands are reshaping out-of-home (OOH) advertising by leveraging data-driven targeting, localized creatives, and digital integration, despite contributing just 2% of total OOH spends. Experts see this synergy as key to driving future growth, enhancing consumer engagement, and improving conversion tracking. [Source: Tech Observer]

3. Why it’s important to build meaningful difference through CX and not just communications

Building a meaningful brand requires aligning the brand’s promise with customer experience (CX). Effective CX differentiates brands by delivering on promises through consistent interactions, especially with frontliners. This alignment fosters positive customer bias and strengthens brand identity. [Source: WARC]

4. Digital media surpassed TV with 32% of media revenue: Report

Digital media has overtaken traditional television in India, capturing 32% of the media revenue in 2024, according to a report by Elara Capital. This shift is driven by the fact that Indians spend about five hours a day on mobile devices, attracting more advertisers to digital platforms. The total media revenue for the year was Rs 802 billion. [Source: The Print]

5. Generative AI Is Changing SEO Forever — Here’s What You Need to Know to Stay Competitive

Artificial intelligence (AI) is significantly transforming digital marketing in 2025 by enabling hyper-personalized experiences, automating tasks, and providing deeper consumer insights. Marketers are leveraging AI for dynamic content personalization, predictive analytics, and AI-driven chatbots, making marketing more efficient and effective. Brands that fail to adapt to these advancements risk falling behind. [Source: Entrepreneur]

6. ‘Generative and agentic AI set to transform customer service into a strategic value driver for businesses

Generative AI (gen AI) and agentic AI are transforming customer service into a strategic value driver by enhancing efficiency and customer satisfaction. Despite the preference for human agents due to their empathy and problem-solving skills, a blend of human and AI agents is seen as the future of customer service. However, only 49% of organizations feel prepared for AI-powered customer service, indicating a need for significant operational changes. [Source: Marketing Tech]

7. How AI Analytics Transforms Customer Experience Into a Strategic Investment

AI analytics is transforming customer experience (CX) from a cost center to a revenue driver by enabling real-time decisions, smarter pricing, and stronger customer relationships. Despite high AI adoption, only a small percentage of companies have achieved maturity in implementation due to organizational, technical, and cultural challenges. The key to success lies in integrating data, refining strategies, and balancing AI automation with human empathy to enhance long-term loyalty. [Source: CMS Wire]

8. How DPDP Act will define data privacy in the digital-first world

The DPDP Act aims to enhance data privacy in a digital-first world by integrating encryption, Zero Trust policies, and AI-powered threat intelligence. It emphasizes the importance of high-quality data, robust cybersecurity measures, and continuous employee training to protect sensitive information and ensure regulatory compliance. [Source: CIO]

9. OOH bowls brands over with big reach this IPL season

Brands are using outdoor advertising during IPL 2025 to boost brand recall, especially in metros and Tier-1 cities. The Out-of-Home (OOH) industry has grown by 10%, driven by affluent audiences and urbanization. Combining OOH with digital and TV campaigns increases brand recall by 30-40%. [Source: Exchange4Media] `

10. Meta Launches New AI-Powered Ad Tools to Boost Growth for India’s E-commerce and Retail Sector

Meta has introduced new AI-powered ad tools to enhance performance and efficiency for India’s e-commerce and retail sectors. These tools include omnichannel ads and AI-driven personalization, leading to significant improvements in customer acquisition costs and return on ad spend. Brands like Zepto and Taneira have already reported impressive results with these innovations. [Source: Entrepreneur India]

April 4, 2025
B2B Marketers Focusing More on the Customer Experience using Data
Once overlooked, today, customer experience (CX) has become a central point of focus for B2B marketers.

Key Takeaways of the 2020 Data-driven Marketing & Advertising Outlook

The 5^th edition of the Dun & Bradstreet report published by Adweek Branded for Dun & Bradstreet reveals crucial insights into building better CX for B2B businesses. Here are a few key points from the report:
- Nearly 90% of B2B leaders admit that they have to step up their customer experience game to match that of B2C marketers.
- 38% of B2B marketers believe that they deliver better customer experiences compared to their competitors.
- 1 in 4 B2B marketers agreed that they lag when it comes to offering seamless CX.
- 84% surveyed marketers reported that their teams would be focusing more on data in the coming year.
- B2B marketers use ABM (Account-based Marketing) techniques to gain a competitive advantage over their peers.
- 70% of respondents stated that analytics and measurement is their top priority in creating a winning customer experience.
255 B2B marketers who hold a job title of manager or above took part in the survey.

Challenges faced by B2B Marketers in Delivering a Top-notch Customer Experience

According to the survey mentioned above, 1 in 3 B2B marketers stated that their biggest CX challenge is making use of the tools and data they already have, to gather customer intelligence. Other difficulties faced included a lack of insight into the B2B customer journey, as well as identifying relevant customer touchpoints.

Why does this matter to B2B Marketers?

The key takeaway from this report is that while B2B marketers increasingly agree that CX is a crucial strategy, a vast majority have difficulties in pulling it off. All B2B marketers who are committed to delivering superior customer experiences have to start by establishing a sound data governance strategy for their business.

Some of the data analysis challenges for B2B marketers include dealing with incomplete data, siloed data, data incompatibility and more. According to the study mentioned above, both B2B and B2C marketers will make use of emerging technologies like DMPs (Data Management Platforms) and CDPs (Customer Data Platforms) in the upcoming year, to deal with the challenges of data handling.

Summing up the key takeaway of the study, “B2B marketers do not have to focus on generating more data. Rather, they have to focus on the right technologies to make better sense of the data; they have in hand.”

The Core of B2B Customer Experience

Delivering excellent customer experiences in B2B involves building a personalized, omnichannel customer experience while focusing on lasting relationships with clients. It’s also about providing customers with convenient, digital solutions.

For B2B marketers to offer excellent customer experiences, they have to focus on training employees. Engaged employees are likely to provide customers with a superior experience. Studies reveal that B2B companies that invest in training employees and the overall employee experience are 4.2x times more profitable than others.

B2B marketers need to focus on centralizing the various aspects of customer data so that they can take a holistic approach to handle customers. They have to gather data at both the individual level and account level to deliver a personalized and superior customer experience to each client.

Simply put, by focusing on delivering personalized, omnichannel CX, B2B brands can enjoy an increase in sales, stronger customer loyalty, and build long-term relationships with customers.
November 21, 2019
Top 8 Customer Experience Trends that will Shape the Face of Marketing in 2020 and Beyond

Companies are making CX (Customer Experience) a priority for achieving their business goals. Brands that don’t meet customer expectations are likely to lose out in the big race. So, if you are a business owner, what customer experience trends should you focus on to win your target audience? What are the big trends that will rule in the coming years?

Here’s our take on top customer experience predictions for 2020 and beyond:

1. Offering Personalisation with the Help of AI

By 2020, 76% of customers will expect customer service agents to know who they are without an introduction.

Several leading brands have already jumped on the AI-bandwagon with AI-enabled chatbots. These intelligent bots can provide each customer with a tailored CX based on their preferences, purchase history and other data. Not just AI-enabled chatbots, but businesses will embrace AI and machine learning tools across all communication channels.

2. Proactive Customer Service Will Help Brands Stand Out

Earlier, it was common for brands to receive feedback from customers and use it to improve future customer interactions. However, this trend is so outdated in 2019. 89% of customers feel frustrated when they have to explain their problems to several customer service agents.

In 2020, brands will make use of big data analytics to provide customers with proactive solutions before they ask for help.

3. Local Customer Service Agents anywhere in the World

The world is truly a digital village today. Even small mom-and-pop stores and startups can sell their products and services to customers anywhere in the world, thanks to the rapid rise of e-commerce. This means a brand has to handle queries from customers across the globe.

To meet this challenge, companies will invest in virtual call centre. These call centre that provide customers with an enhanced customer experience by engaging a local workforce who interacts with customers in their local dialect, understands the local culture and more.

4. Digital Transformation will become a Must for all Businesses

Businesses will realise that offering a seamless customer experience will be possible only with the help of digital transformation. It’s expected that more companies will take a conscious effort to become fully digitally transformed by 2020.

5. Moving Away from Agent Support to Self-Support

It’s predicted that by 2020, 85% of all customer interactions with a brand will happen without a human customer service agent. This is so true with younger consumers – millennials and Gen Z who prefer solving a problem without talking with a customer service agent.

Brands will offer AI-chatbots, voice-enabled tech, virtual assistants and other features to help customers find the solutions they require without human intervention.

6. Multi-channel Experiences will give way to Omni-channel

For customers, this translates into a seamless, cohesive and rich shopping experience. Brands will be better able to understand consumer needs across channels and provide them with a niche experience that will increase customer loyalty.

7. VR and AR to enhance CX

The best example of this is Ikea. The furniture giant retailer offers an AR-enabled app that allows customers to see how a particular product will fit in their home before they make a purchase. This reduces the likelihood of returns and refunds, as customers understand what they are getting exactly.

Marketers can expect AR and VR technologies to enhance customer service not just in B2C but in B2B as well.

8. Transparency at every step of the Customer Experience

Brands are well aware that today’s customers are highly savvy, and providing them with misleading information could potentially backfire. Companies will make all their policies transparent to build customer trust and loyalty.

What do these trends mean for marketers?

In the highly cluttered and hyper-competitive market space of today, customer experience plays a huge role in retaining and building customer loyalty. Marketers and brands that keep themselves aware of these trends and integrate them into their customer channels will not just stay afloat but thrive while meeting increasing customer demands efficiently.

October 21, 2019

► Necessary Cookies Always Active

Necessary cookies enable essential site features like secure log-ins and consent preference adjustments. They do not store personal data.

► Functional Cookies Remark

Functional cookies support features like content sharing on social media, collecting feedback, and enabling third-party tools.

► Analytical Cookies Remark

Analytical cookies track visitor interactions, providing insights on metrics like visitor count, bounce rate, and traffic sources.

► Advertisement Cookies Remark

Advertisement cookies deliver personalized ads based on your previous visits and analyze the effectiveness of ad campaigns.