CRM & Customer Experience

Explore CRM selection, lead handoffs and customer journeys. These guides connect marketing technology choices with practical ways to improve the customer experience.

Zero UI: what marketers should evaluate
Assess voice, gesture and automated customer journeys through confirmation, accessibility, error recovery and task completion.
AI avatars and Web3: evaluating customer engagement
Assess avatars, AI assistants and digital experiences against customer tasks, accessibility, accurate claims and useful engagement.
Customer experience analytics: turning feedback into action
Connect customer feedback with behavioural data. Use topic analysis, clear comparisons and focused tests to improve the customer journey.
CRM for marketing teams: tools and lead handoffs
Compare marketing CRMs through source capture, qualification, ownership, duplicate handling and reporting, using a practical lead-handoff checklist.
Computer vision in retail: marketing uses and evaluation
Evaluate visual search, catalogue tagging and virtual try-on through product accuracy, relevant results and useful customer outcomes.
AI chatbots for marketing: useful journeys and handoffs
Build marketing chatbots around customer tasks, approved product information, clear human handoffs and measures of answer quality.
VR and AR in marketing: evaluating product experiences
Assess AR and VR marketing through product understanding, accurate assets, device access and comparison with conventional product content.