Alfredo Tan, chief digital and innovation officer at WestJet, explains how the Canadian airline created its new chatbot Juliet and early signals of success.

Customer experience has become one of the biggest areas of business focus across industries. One way that adds value to a consumer’s shopping journey is authentic, tailored content. eMarketer has curated this Roundup of articles, insights and interviews to zero in on the trends affecting content marketing today—from creation and personalization to brand safety and more.

According to a recent LogMeIn survey, about one-quarter of North American internet users said customer service wasn’t able to solve their problem, and if they did, it took far too long.

With the number of US mobile messaging app users on the rise, these chat apps are an emerging marketing channel. This report explains what marketers need to know about using Facebook Messenger, WhatsApp and the new texting standard RCS.

Liz Cole, vice president and group director of social strategy at Digitas, discusses how marketers can tap into the interactive and personal nature of Facebook Messenger.

Most companies are not using mixed reality in any way, according to a recent study, but that doesn’t mean they don't think it's important.

As consumers turn to voice assistants for a growing list of everyday activities, marketers are exploring ways to add value to these interactions and boost brand engagement.

According to the annual digital trends study by Econsultancy and Adobe, retailers worldwide plan to put a great deal of effort into omnichannel marketing and customer experience this year.

Fewer people are contacting customer service than have in prior years, but a poor experience can still dent a company’s bottom line.