customer journey

Optimizely’s agent platform now enables brands to create a microsite for every target buyer – built, governed, and continuously optimised by AI agents.

The real signal isn't a blown SLA or a clunky handoff. It's what happens the moment a deal falls through. Marketing blames the nurture. Sales blames the lead quality. Both wave their data. Neither changes a thing, says Kevin Virsolvy, Senior Director, EMEA Marketing at Braze.

Tahir Kheshgi explores how full-funnel strategies help brands capture evolving consumer intent, strengthen search visibility, and drive stronger business outcomes through connected customer journeys.

The biggest breakdown is that personalisation is still treated as a tactic rather than an operating system. Many brands understand the value of personalising the ad experience, but execution still happens across fragmented workflows, says Christiana Marouchos, VP of Marketing at StackAdapt.

As AI reshapes how consumers search and decide, marketers must move beyond clicks and MQLs to focus on visibility within AI-generated answers, redefining performance in a zero-click world.

The strength of a brand will be defined by the quality of its data, the clarity of its identity, and its ability to deliver value within AI-driven interactions. Visibility will still matter, but it will not be enough, says Mohammed Alkhotani, SVP & GM, Salesforce.

Martechvibe’s Asked and Answered: There’s been some debate about whether brands need to be ubiquitous in their messaging strategies. So, we asked the brains behind South Africa’s leading brands to share their thoughts on connecting more meaningfully with customers…

KPI dashboards may show green, but your customer’s experience could be flashing red. While early-stage companies focus on metrics, what’s often missed is the growing disconnect between customer expectations and what’s actually delivered.

Retail Media is evolving into Commerce Media, unlocking omnichannel, data-powered advertising that transcends traditional retail boundaries. From in-store displays to AI-driven off-site ads, the future of consumer engagement is everywhere—and it’s just getting started.

Support solves problems. Success prevents them. But the real customer-first strategy is integrating both. How can uniting these teams lead to better CX, stronger loyalty, and smarter growth?