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2025 will be the year of the AI agent Marketers looking to integrate AI agents into customer experience now have several options. Salesforce introduced Agentforce in September 2024, and most recently, SAP announced shopping assistant agents for later in 2025. According to Adobe, chatbot use peaked on Cyber Monday, up 1,950% YoY.
CX is widely expected to have a greater impact on business this year, playing a much larger roll in driving revenue and acquiring customers. Here are some of the ways marketers will adjust and leverage customer experience to achieve these goals in 2025. The result?
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That gorgeous martech ecosystem diagram on your wall shows perfectly integrated systems driving seamless customer experiences. Most CMOs are stuck with promises that havent delivered results. Heres what matters in 2025: being honest about what works, what doesnt and what drives revenue. More customerjourney maps.
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Three major surveys released between Fall 2024 and Spring 2025 offer distinct yet complementary views on martech and organizational readiness: The CMO Survey (Duke University). Inside the surveys: Audiences, methods and focus areas The CMO Survey: 281 U.S. MarTech’s State of Your Stack Survey. MarTech Survey: 65.7%
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AI isn’t just disrupting marketing, it’s quietly rewriting the entire customerjourney. If you can be the CMO who figures this out in 2025, that could put you years ahead of the competition,” he said. By 2026, every company, every large enterprise, will have a line item in their budget that says ‘AI visibility.’
Here are some strategies to keep in mind as marketers prepare for the holiday season and approach 2025. What Travel and Hospitality Marketing Can Expect in 2025 In order to prepare for the new year, marketers need to understand their consumers and evolve to meet them where they are at.
Dawn Keller, CMO at California Pizza Kitchen: Too many useful frameworks to mention (and plenty not so useful, by the way)! Read You're Not The Hero Your Customer Is Hawkins asks: What warm memory comes to mind when you hear these three words: creative, curious, courageous? Wondering whos gonna share their warm fuzzies?
With a focus on enhancing the roles of both seasoned marketers and fractional CMOs, Ella becomes a smart, always-on marketing team member that brings brand messaging, customerjourney mapping, and tactical execution into full alignment. And that's essentially these interconnected frameworks that say, here's who customers are.
Can you paint a picture of us for us, of what it was like when you first started and then what is it like, you know, in May of 2025? That is the job of a great content strategist to figure out how you bring those things together and create customerjourneys that do support the goal. I mean, what a run.
Source: 2019 CMO Survey, Deloitte. Our final word: adopt predictive modeling to personalize customer interactions with all your channels. . Nearly two-thirds of CMOs say demonstrating the impact of marketing actions on financial outcomes is their biggest communication challenge. * Focus on revenue attribution.
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