HubSpot swaps Inbound for Unbound: The rebrand reframes CRM as real-time orchestration across the full customer journey.

CMOs are expanding their mandate beyond acquisition to include customer experience (CX) as a structural growth lever. But silos, fragmented data, and rushed AI adoption threaten retention. Alignment now determines whether CX builds loyalty or fuels churn.

This FAQ addresses how AI fits into customer experience strategy in 2026.

CMOs are confronting AI fatigue by refocusing on human creativity and trust. As automation accelerates, leaders are rebalancing efficiency with authenticity to restore credibility and performance.

AI means something different to every retailer—and their level of adoption reflects that range.

Almost nine in 10 (87%) US executives are comfortable with agentic AI taking over some number of decisions and tasks for customers, according to February data from NLX and QuestionPro.

Consumers value convenience and speed, but brand trust and data security also rank high among customer service priorities.

CMOs are mastering brand bravery to stand out in competitive markets. Through bold strategies, innovative campaigns, and authentic storytelling, they balance daring moves with trust and integrity. In this report, four leading CMOs share how they transform risks into impactful brand actions.

Airbnb hosts can now hire each other: The official network of seasoned co-hosts, alongside a spate of customer-facing app updates, could help Airbnb recover after its last-quarter earnings miss.

Retailers can distinguish their brands via the post-purchase experience: A handwritten note, branded packaging, or free gifts with an order are more likely to inspire repeat purchases.

CMOs are using AI tools to transform marketing by enhancing creativity, optimizing campaigns, and streamlining operations. AI will shape marketing's future, but strategic implementation, data privacy, and bias remain hurdles for widespread adoption.

Its latest tools promise faster, more efficient support while keeping human agents available for higher-level problem-solving.

With digital twins ready to revolutionize 24/7 sales, RepAI faces the dual challenge of customer AI distrust and ethical concerns.

We spoke with four CMOs on their approaches to data management, communication, and fostering a culture of innovation to maximize marketing effectiveness.

Retailers invest in virtual reality, mobile apps, and AI to improve the customer experience: Walmart, Levi’s, and Family Dollar are among the companies turning to tech to boost sales.

Amazon, Walmart, and Stitch Fix lead retailers when it comes to AI implementation: But retailers of all sizes are leveraging the technology to drive sales and improve CX, according to a report provided exclusively to EMARKETER.

Dynamic pricing plans risk alienating price-sensitive consumers: The mere possibility of variable prices is triggering anxiety over inflation and hurting trust in retailers

Brands’ customer experience is declining: Consumers are frustrated over shrinkflation and AI customer service, forcing retailers to do more to demonstrate their value to cautious shoppers.

Social media is crucial for B2B marketing success. In 2024, B2B marketers are embracing influencer marketing and video, integrating AI, and focusing on the importance of authenticity. B2B marketers can gain insights for enhancing brand awareness, optimizing campaigns, and building meaningful connections with target audiences.

Mobile commerce growth increases the impact of a straightforward checkout process: Half of consumers surveyed consider how easy a merchant’s checkout process is when deciding where to shop.