Author: Zuha
Zuha
Zoha Peerbhoy is a seasoned editor with over a decade of experience in editorial strategy. She currently serves as a senior editor and content strategist for CX TechBuzz, a media initiative by TechBuzz Media. Zoha enjoys reading, traveling, and baking in her spare time.
In a digital economy, a good customer experience (CX) is considered a key differentiator. Consequently, brands are required to do more than simply “listen” to their customers; they must understand and respond in real time. However, many organizations still treat Voice of the Customer (VoC) feedback as a passive data stream, isolated from the systems that could act on it. Meanwhile, Customer Data Platforms (CDPs) sit on a goldmine of behavioral insights, but often lack direct input from what customers actually say. This means that an ideal approach would be a unified feedback loop by integrating VoC with CDP integration.…
If ads have changed over time, it’s because advertising strategies have been evolving. We now have technologies that are completely changing how things operate, and AdTech is no exception. Here are the trends that are shaping the AdTech Landscape in 2025: 1. The Decline of Third-Party Cookies Cookies have long since been used to track users’ browsing history and online behavior across different websites for targeted advertising. Once users started to become more aware of the risks associated with their data being collected without their knowledge and consent, including alarming implications like gathering financial data and impersonating users, a serious…
The Customer Loyalty Solutions (CLS) market is undergoing a remarkable transformation, driven by the demand for personalized engagement, omnichannel experiences, and cutting-edge technologies like AI. The SPARK Matrix™ by QKS Group, formerly Quadrant Knowledge Solutions, provides a detailed evaluation of this dynamic landscape, assessing vendors on Technology Excellence and Customer Impact. Let’s explore the shifts in vendor positioning between the 2024 and 2025 editions, released in Q2 of each year, and what these changes signify for the industry, based on the 2024 and 2025 SPARK Matrix™ reports. Market Overview: CLS in 2024 and 2025 The Customer Loyalty Solutions (CLS) market…
A decade ago, Account-Based Marketing (ABM) was a promising idea, targeting high-value accounts with laser focus. But it was slow, manual, and expensive. Fast forward to 2025, and it’s getting a serious upgrade. With AI, ABM has become smarter, faster, and finally scalable. This article will cover how AI enhances ABM at every stage, from targeting and lead scoring to personalization and conversion. From Strategy to Orchestration: The ABM Bottleneck Traditional ABM strategies excel at aligning sales and marketing teams around key accounts. But the key challenge has long been operational scale: According to the 2024 study ‘Artificial Intelligence and…
Have you ever wondered why some companies seem to know exactly what you need before you even ask? According to industry insights, 86% of customers are willing to pay more for a better experience, a staggering figure that highlights the power of understanding your audience. At the heart of this customer-centric revolution lies journey mapping, a creative and insightful process that visualizes how people interact with products or services. Whether you’re a business owner, marketer, or designer, journey maps are your secret weapon to unlock deeper connections with your users. In this article, we’ll dive into the fascinating world of…
The Revenue Enablement Platform (REP) market is undergoing a significant transformation, driven by advancements in AI, enhanced integrations, and a growing emphasis on streamlined sales and marketing alignment. QKS Group, formerly Quadrant Knowledge Solutions, has released its SPARK Matrix™ for 2025, providing a detailed assessment of vendor performance based on Technology Excellence and Customer Impact. By comparing this with the 2024 edition, we can identify which vendors have progressed, remained steady, and shifted their market position. According to Vaishnavi, Research Analyst at QKS Group, “Vendors featured in these reports represent a curated list from the broader sales enablement market. The…
By Zoha Peerbhoy | July 2025 Small Moments, Big Impact How many conversations do people have about what goes on at work? These conversations range from discussing work in general to how they don’t feel valued or even expressing concerns about professional growth. This shows how important workforce engagement is, because how employees feel throughout their workday influences how they feel about their job. Take a contact center agent, for instance. Imagine that they’re about to take their fifth call within an hour. As you can imagine, they’ll be drained and exhausted. But before they get yet another call, they…
The Customer Communication Management (CCM) space is transforming rapidly. The 2025 SPARK Matrix™ shows a sharper divide between vendors that focus on innovation to keep up with omnichannel demands and those still catching up. From AI-powered orchestration to real-time personalization and compliance-driven content, the expectations from CCM platforms have never been higher. This article will compare the 2024 and 2025 SPARK Matrix for Customer Communication Management, published by QKS Group, formerly Quadrant Knowledge Solutions. It will especially highlight vendors’ strengths and the shifts in vendor positionings. Leaders That Held Their Ground Quadient retained its strong Leader position in both 2024…
By Zoha Peerbhoy | July 2025 Imagine what it would feel like if your favorite brand knew exactly what you wanted, delivered it instantly, and respected your privacy, all without missing a beat. That’s the promise of marketing technology (MarTech) in 2025. What’s great is that this isn’t being achieved by just tweaking existing tools; it’s an actual restructuring of how brands choose to connect with you. Driven by stricter privacy laws, smarter AI, and customers expecting instant, personalized experiences, Martech is transforming fast. As experts Krah and Leitherer (2024) put it, “Martech in 2025 is less about tools and…
By Zoha Peerbhoy | July 2025 Most marketers have started to acknowledge that the era of surveillance advertising, also known as surveillance marketing, is coming to an end. Consumers are becoming more aware of how their data is processed and are concerned about how their data is used. Many are particularly concerned about identity theft and more malicious tracking. This has led to the need for replacing cookie trails and third-party data collection with consent, something that is even more powerful. Privacy is now considered a competitive differentiator, not a compliance box. Consumers now believe that if marketers want to…