Happy Wednesday!

With industries such as travel hit hard by the ongoing pandemic, Uniphore’s Umesh Sachdev shows businesses how technology can help boost their CX, while keeping the costs under control.

He writes: By leveraging AI and machine learning, companies can sift through data and extract trends to find improvement areas, identify blind spots and make a course correction on the most common customer complaints.

Also, Bospar’s Principal Curtis Sparrer shows why marketers need to lean more into their PR and marketing efforts, especially during a downturn.

“Experienced CEOs and CMOs know that firms cannot stop marketing in times of crisis, and the most influential companies of tomorrow will use this time to share their stories, including thought leadership perspectives,” says Curtis.

2020 Benchmark Survey

We’re tracking six core marketing trends over the next few months to help you benchmark your response to COVID-19. Complete this 15-second survey and see how you compare with others in the industry. Your answers will be treated confidentially.