Dear Reader,
Speed is seductive. In a world where AI promises instant replies
and zero wait time, itâs tempting to believe faster always means better. But in customer experience, the real differentiator isnât speedâitâs empathy. Trust is built when technology and humanity meet halfway.
Also in this edition: a back-to-basics look at Big Data, once seen as an overwhelming flood of information but now finally matched by technologyâs ability to keep up; and insights from industry leaders on why culture eats strategyâand even technologyâfor breakfast.
Letâs dive
in.
Customer service shouldnât be left to AI agents
In moments of distress, a chatbotâs efficiency wonât comfort your customerâhuman understanding will. The strongest CX strategies are hybrid, where AI handles scale and humans bring heart.
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Why you should care: Customers may forgive a delay, but rarely a lack of empathy.
The MarTech Glossary: Big Data
âBig Dataâ started as a catch-all for massive datasets that overwhelmed traditional computing. With AI/ML, those datasets are no longer a burden but
the raw material powering the digital economy.
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Why you should care: Every buzzword eventually finds its backbone. Big Data isnât about size anymoreâitâs about speed, structure and smart application.
Culture Eats Strategy (and Tech) for Breakfast
At the MarTech+ Summit 2025, leaders from ops and tech
agreed: you can buy the latest tools, but without a data-driven culture, silos persist. Digital transformation, especially when focused on employee experience, emerged as the game-changer.
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Why you should care: A culture of data-sharing doesnât just streamline workflowsâitâs the foundation for customer experiences that feel seamless, not fragmented.
Stories you might have missed
OpenAIâs direct shopping via ChatGPT puts ecomm on notice
India now our biggest user base; plan to launch local fund: Aravind Srinivas, cofounder, Perplexity
Agentic commerce will transform shopping into personalised buying â brands must adapt fast
Meta launches âVibes,â a short-form AI video feed
Generative AI might end up being worthless â could be good thingOver to You
Marketers today juggle customer expectations, massive datasets, and organisational silos. Which one feels like your biggest roadblock right nowâand which do you think will define the next big shift
in MarTech? Tell us on LinkedIn @ETBrandEquity.
Stay tuned for the next edition of MarTech+ newsletter rolling out every week on Wednesday.
â Team ETBrandEquity
