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Welcome, Happy Campers! The MozCon 2022 Day One Recap



Today, after three years, we gathered some of our best friends in the industry to kick off the biggest SEO party of the year in Seattle. That’s right, Camp MozCon is back in all of its real-life glory and we could not be more excited! Cue all of the fist bumps, Roger selfies, and snacks, because we are back in action!

It wouldn’t be MozCon without the top minds in the industry sharing their findings, and we were not disappointed yesterday. They really brought the heat to the campfire.

SERP Strategies — Andy Crestodina

Andy is always a fan favorite as he combines analysis with strategy. This year he’s done the same as he walked us through his research on SERP pages.

We all knew SERPs have changed a ton, but Andy — the professional SERP screenshotter he is — has collected visuals of multiple SERPs over the last few years. Not only was he hoarding this data, but he has been using it to his advantage.

Andy walked us through his process of keyword research, and spoiler alert, it doesn’t just end with “difficulty, volume, CTR.”

The process he uses:

  1. Keyword research

  2. SERP analysis

  3. Optimize for the searcher experience within: SERP features, Directories, Marketplaces, Associations

Search What You See: Visual Search Tactics, Tools, and Optimizations — Crystal Carter

Crystal broke down visual search in a new way, explaining to us that “Visual Search turns our camera into a tool for understanding the world.” She then explained the difference between image search/optimization and visual search/optimization – contrary to popular belief, they’re not interchangeable! Image optimization is about making sure images can be returned for text queries. Visual optimization ensures visual queries can return necessary answers for the searcher.

If you want to start understanding what entities you have available to you, use your camera roll as a dataset. Google allows you to upload your images and will organize them into entities for you. Google also relies on your branding to match your business to photos uploaded by you and your customers. They are looking at your logos and color schemes and the images uploaded to the internet to see if they can match them.

Places you need to think of your visual search opportunities in real life (IRL):

  • Sponsorships

  • Merch and uniforms

  • Well placed logos in your facility

  • Photo op corners (ya know, 100% that pic)

Unlocking the Hidden Potential of Product Listing Pages — Areej AbuAli

In her research, Areej found that 60% of organic revenue came from product listing pages. This is interesting because as SEOs, we tend to focus on site-wide changes as opposed to identifying parts of a site that have the biggest impact. This doesn’t just apply to e-commerce, though, real estate sites have product listing pages.

Break things down into building blocks. For example, in e-commerce, the three main building blocks are:

  1. Content

  2. Tech

  3. Filters

She showed us how she went through an entire process of identifying a tech issue, doing the research, creating a workflow, sending in a ticket and getting it implemented without any breaks.

Now, while we were all excited for her, she then admitted that there was no impact of the change on the organic revenue.

The moral of the story? It’s worth diving deep into the one opportunity that delivers value, but you’ve got to dive deep and deliver solutions with cross functionality. Because it’s not as effective to address one of the building blocks when you could address them all effectively.

Areej also hit on a TON of other stuff in her 250 slides, so you may wanna snag that MozCon video package.

Get Your Local SEO Recipe Right with Content & Schema — Emily Brady

Have you ever wondered how you can create unique content for each of your location pages? We have, too. That’s why we were so happy to have Emily, one of our amazing Community Speakers, grace the stage (for the very first time!) and share her recipe for unique content and schema.

The recipe requires the following ingredients:

  • Hyper-local content

  • Attributes

  • Staff bios

  • Hours

  • Address & phone number

  • Photos

  • Reviews

  • Inventory

  • Nearby locations

  • Specials & coupons

  • FAQs

  • Departments & services

Once the ingredients are in place, schema can be used to help provide context to the content you’ve been able to create. For instance, use person schema for your staff bio and place mark-up for your attribute.

Sometimes, the difference between you and the competitor is the time you are willing to take in order to implement the hard things. Hard work is truly unique.

SEO Gap Analysis: Leverage Your Competitor’s Performance — Lidia Infante

Lidia started off by reminding us that ranking is as easy, or as hard, as doing better than our competitors. She then broke SEO down into three main pillars: content, tech, and links.

As you think of how you can do better than your competitor, you have to identify which pillar(s) they’re executing better than you. But how do you do that? Well, first, you must identify who your true competitors are based on the keywords of which you’d like to rank.

Once you’ve identified your competitors, you can move into benchmarking their content metrics, brand metrics, and tech SEO metrics. You can compare these metrics to your metrics in order to identify your opportunities for improvement.

Now, go improve! As Lidia said, there is no growth without execution.

The Future of Link Building: What Got Us Here, Won’t Get Us There — Paddy Moogan

The fundamentals don’t change that often. In fact, 10 years ago Paddy went on stage and shared 35 link building ideas in 35 minutes. As he reviewed his epic talk from a decade ago, he found that over 20 of them are still “good” ideas. This just enforced the idea that the fundamentals of what we do as SEOs, don’t really change that often. Major core updates, they don’t “just happen” that often. But sometimes, they do.

Based on the changes that have come about the last 10 years, Paddy has decided that outreach alone isn’t a sustainable strategy. Aria found that SEOs spend about 3 hours to build a link, if you’re down 10,000 links.. Well, that’s a lot of hours. If you stop putting time in, you stop getting results. So, what’s the other option?

Paddy talked about creating a link building strategy that outlasts you. The biggest difference here is pivoting from focusing on who can link to you, to thinking about who is doing business with you.

This strategy focuses on four things:

  • Audience (who are they)

  • Pain points (what do they struggle with)

  • Solutions (what can you offer)

  • Keywords (what can you rank for)

When you string these things together you force relevancy. And relevancy, friends, is what we are aiming for.

How to Capitalize on the Link Potential of a Research Report — Debbie Chu

As Debbie, our second amazing Community Speaker of the day, started to scour the pages for some of the keywords she wanted to rank for, she noticed they all had one thing in common: they linked to research reports. After uncovering this, Debbie went all in with research reports.

She came up with a process for creating these research reports:

  1. Come up with the story by looking at the products, features, and related topics.

  2. Do research and identify any gaps of opportunities.

  3. Score your ideas using HOT: Headlines, Other Teams (like PR, data, etc.), and Timeliness.

  4. Gather data from multiple sources.

  5. Analyze data and find the newsworthy stats.

After going through this process, all that is left is to create the content and reach out to the appropriate people. For example, if you find that Seattle is the best city for working from home, reach out to Seattle associations, as they may want to share your findings.

Breaking into new areas with Topic Maps — Noah Learner

As most of you know, Noah nailed it last year with his presentation on using Google Data Studio to find opportunities in the keywords you currently rank for. But this year, Noah wanted to tackle finding opportunities for businesses who don’t rank for a ton of keywords.

He started by looking at the source: how they’re getting their data. He found things like the fact that Knowledge Panels point to Wikipedia more times than not. Google has documentation on how autocomplete works, and in it, Google cites that it’s pulling data from Google Trends — which has an API.

So naturally, as the curious guy he is, Noah found a way to use the API to map all of the related terms into a Google Sheet. From there, he removed irrelevant terms, pulled in keyword metrics using his favorite keyword tools API, and ran the cycle again for each related term.

The best part: he provided all the documentation you need to create this yourself!

With this tool, you’re able to make decisions based on client goals, high search volume, your ability to rank, and high transaction value. Then refer back to the clusters and find opportunities for internal linking.

But most importantly, Noah closed with a piece of advice he received from the late Hamlet Batista: give, give, give to others, any time you can.

Building Remote Culture that Feels Like a Culture — Ruth Burr Reedy

The pandemic left marks that are likely to stand the test of time, and one of them is working from home. It’s awesome, but it’s also super hard to do well as a business. When we’re all distributed, there are far fewer built-in opportunities for connection.

We were super lucky to have Ruth come talk to us as someone who has managed remote teams over the last six years. She started by challenging managers to ask themselves, “what do we want it to feel like when you work here?” and to ask employees, “what does it actually feel like to work here?”

Once you know what feeling you want to create, you need to figure out when and where you can create that feeling remotely. This should start as early as onboarding. Have employees meet each other during onboarding, create an agenda for your new hires, etc.

The most important part of managing remote teams is having a concrete way to measure whether or not the work is getting done.

Moneyball is the Future of SEO — Will Critchlow

If something was *almost* as hard as the thing, but it was worth just as much as the easy thing, which would you choose?

With SEO testing, we can focus on tested on-site changes, brand new content, lets skip the untested, hopeful stuff. Create a hypothesis and test both the control and the variant. Run the test and analyze your data.

Will shared a ton of tactics they’ve tested multiple times, and some of these tactics include things like moving hidden content out of an accordion, using pop ups, changing SERP appearance, using structured data, and so on.

Will assured us that we are able to run these tests ourselves, and encouraged us to do so! Even if we can’t have the tests 100% controlled or thought out, because in site testing Bing found that website experiments tend to bring rare but large wins.

So, as Dr. Pete would say, “run your own tests.”

On to day two!

Phew, can you believe that was just day one? Neither can we!

Now remember, what our speakers just shared with you is extremely valuable, but only if you put it into action! Take a second and write down one thing you can put into action next week.

Day one may be in the books, but we are so hype to see what today’s speakers bring to the picnic table.

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The marketing lifecycle: An overview



The marketing lifecycle: An overview

Remember when digital marketing was simple? Create content, throw it over the wall, hope for the best.

Note that we said “simple,” not effective.

To be effective is more complicated, and this keeps accelerating. There are so many options, so many channels, and so many audiences, that effective digital marketing requires a term to which people often react strongly—


Very few people inherently like the idea of “process.” It brings forth visions of rigidity and inertia.

But there simply has to be a framework in which to produce and publish effective marketing assets. Without this, you have nothing but chaos from which productive work gets done accidentally, at best.

How did it get this way for the enterprise? How did things become so interconnected?

  • Marketing isn’t a point in time, it’s an activity stream. It’s a line of dominoes you need to knock over, roughly in order. Lots of organizations do well at some, but fail on others, and thus break the chain of what could be an effective process.
  • Marketing activities overlap. It’d be great if we could do one thing at a time, but the marketing pipeline is never empty. Campaigns target different audiences at the same time, and new campaigns are being prepared as existing campaigns are closing.
  • Marketing involves a lot of actors at vastly different levels. There’s your content team, of course, reviewers, external agencies and contractors, designers, developers, and—of course—stakeholders and executives. Each group has different needs for collaboration, input, and reporting.

Some of the best business advice boils down to this: “Always understand the big picture.” You might be asked to do one specific thing in a process, but make sure you understand the context of that specific thing—where does it fit in the larger framework? Where does it get input from? How are its outputs used?

In this article, we’re going to zoom out for an overhead view of how Optimizely One helps you juggle the complete marketing lifecycle, from start to finish, without letting anything drop.

1. Intake 

Ideas are born everywhere—maybe with you, maybe with your staff, maybe with someone who has no connection with marketing at all, and maybe from an external source, like an ad agency or PR firm. Leading organizations have found a way to widen the top end of their pipeline—the start of their content marketing funnel—and take in more ideas from more sources.

Good ideas combine. Someone has one half of an idea, and someone else has the other half. The goal of effective collaboration is to get those two pieces together. One plus one can sometimes equal three, and more ideas mean better ideas overall. Creativity is about getting more puzzle pieces on the table so you can figure out which ones fit your strategy.

How do you manage the flow of ideas? How do you make sure good ideas don’t get dropped, but rather become great content? The only way to publish great content is to get ideas into the top end of the pipe. 


Optimizely One can streamline and accelerate your content intake using templated intake forms mapped to intelligent routing rules and shared queues. Everyone in your organization can know where content is developed and how to contribute to ideas, content, and campaigns currently in-process. Your content team can easily manage and collaborate on requests, meaning content development can become focused, rather than spread out across the organization. 

2. Plan

Campaigns don’t exist in a vacuum. They share the stage with other campaigns—both in terms of audience attention and employee workload. Leading organizations ensure that their campaigns are coordinated, for maximum audience effect and efficiency of workload.

Pick a time scale and plan it from overhead. What campaigns will you execute during this period? In what order? How do they overlap? Then, break each campaign down—what tasks are required to complete and launch? Who owns them? In what stage of completion are they in? What resources are required to complete them? 

Good marketing campaigns aren’t run in isolation. They’re a closely aligned part of an evolving body of work, carefully planned and executed.


Optimizely One provides comprehensive editorial calendaring and scheduling. Every marketing activity can have an easily accessible strategic brief and dedicated workspaces in which to collaborate. Your content team and your stakeholders can know, at a glance, what marketing activities are in-process, when they’re scheduled to launch, who is assigned to what, and what’s remaining on the calendar.  

3. Create 

Good content takes fingers on keyboards, but that’s not all. 

Content creators need frameworks in which to generate effective content. They need the tools to share, collaborate, structure, stage, and approve their work. Good content comes in part from tooling designed to empower content creators. 

Your content team needs a home base—the digital equivalent of an artist’s studio. They need a platform which is authoritative for all their marketing assets; a place that everyone on the team knows is going to have the latest schedules, the latest drafts, the official assets, and every task on the road to publication. 

Content creation isn’t magic—it doesn’t just appear out of the ether. It comes from intentional teams working in structured frameworks. 


Optimizely One gives your editors the tools they need for the content creation process, AI-enabled editing environments for fingers-on-keyboards, all the way through intelligent workflows for collaboration and approvals. Authors can write, designers can upload and organize, project managers can combine and coordinate, stakeholders can review, and external teams can collaborate. All within a framework centered around moving your campaigns forward. 

4. Store 

Leading organizations look at content beyond its immediate utility. Everything your content teams do becomes an incremental part of an evolving body of work. Content doesn’t appear and disappear; rather, it continually enlarges and refines a body of work that represents your organization over time. 

Good creative teams remix and transform old ideas into new ones. They can locate content assets quickly and easily to evolve them into new campaigns quickly. They don’t reinvent the wheel every time, because they lean on a deep reservoir of prior art and existing creative components. 

Digital asset and content management should store content in a structured, atomic format, allowing your organization to store, retrieve, organize, and re-use marketing assets quickly and easily. 


Optimizely One gives your content team a place to store their content assets, from text and rich media. Content can be archived and organized, either manually, or by using AI to automatically extract tags. Content can be stored as pure data, free from presentation, which makes it easy to re-use. Your content team will always know where to find work in progress, media to support emerging campaigns, or assets from past campaigns. Brand portals make it easy to share assets with external organizations.

5. Globalize 

Business happens all over the world in every language. To effectively compete around the world, your content needs to be globalized. 

Globalization of content is a holistic practice that affects every part of the content lifecycle. Words need to be translated, of course, but you also need to consider cultural globalization—images and symbols that might change—as well as globalization for numbers, currency, and time zones. Going even deeper, you might have to make design changes to accommodate things like differing word lengths and the flow of text. 

Beyond simply changing content, your work process is affected. When does translation happen? Who is authorized to order it? Who can perform it? How do you bring external translation companies into your internal processes, and how does this affect the flow of content through your organization?  


Optimizely One helps you manage the entire globalization process, whether it’s done in-house or automatically via one of our translation partners. Your customers can be served content in their language and culture, and you can carefully control the alternate, “fallback” experience for languages not yet available, or when you’re not translating all of your content.  

6. Layout 

Some experiences need to be visually composed from a palette of content and design components. Designers and marketers want to see exactly what their content looks like before they publish. 

In some cases, this is easy—everyone should be able to see what a web page looks like before it goes live. But what about your mobile app? What about display advertising? A social media update? 

And what happens when you’re modifying content based on behavior and demographics? If you want to see how your web page will look for someone from California who has visited your site before and already downloaded your whitepaper on their iPhone…can you? 

Content no longer leaves your organization on a single channel. Composition and preview is always contextual—there is no single, default experience. Leading organizations want full control over their visual presentation and they know that they need to see their content through the eyes of their customers.  


Optimizely One provides the tools to visually compose experiences across multiple channels and can preview that experience when viewed through the personalization lens of whatever demographic and behavioral data you can dream up. And this works regardless of channel: web, email, display advertising—everything can be previewed in real-time. 

7. Deliver 

Content can’t do any good unless it can reach your customers. You need to publish your content to them, wherever they are, which means having the flexibility to push content into multiple channels, in multiple formats. 

A consumable piece of media is an “artifact.” Your content is the idea and message that make up that artifact. Leading organizations develop their content separate from any concept of an artifact, then transform it into different formats to fit the channel that will spread their message most effectively. 

Sure, make a web page—but also push that content to your mobile app, and into your social networks. Broadcast a text message, and an email. While you’re at it, push the information into the display panel in the elevators. Let’s be bold and broadcast it on the TV screens that play while your customers fill up with gas. 

The key is delivery flexibility. The world of content delivery has changed remarkably in just the last few years. It will no-doubt change more in the future. No platform can anticipate what’s coming, so you just need the flexibility to be ready to adapt to what happens. 


Optimizely One provides complete delivery flexibility. Our systems store your content separate from presentation, and allow multiple ways to access it, from traditional websites to headless APIs to connect your content to mobile apps or other decoupled experiences. Your content can be combined with internally-stored content or third-party content to provide a seamless “content reservoir” to draw on from all of your channels. 

8. Personalize 

Throughout this lifecycle, we’ve moved from content, to artifacts, and now on to “experiences.” 

One person consuming an artifact—reading a web page, listening to a podcast, watching a video—is an experience. Just like one piece of content can generate more than one artifact, one artifact should enable thousands of experiences. 

Technology has advanced to the point where all of those experiences can be managed. Instead of every customer getting the same experience, it can be personalized to that specific customer in that specific moment. 

You can do this using simple demographic or technographic data—perhaps you cut down the information and make your content more task-oriented when you detect someone is on a mobile device. However, the real power comes when you begin tracking behavior, consolidating information about your customers, and giving them specific content based on what you’ve observed. 

Leading organizations have a single location to track customer behavior and data. For every experience, they know exactly what this customer has done, how they’ve interacted with the organization, and they can predict what they’ll do next. Content and artifacts will morph themselves to fit each individual experience. 


Optimizely One connects both customer behavior and demographics along with the tools to activate that data to affect your customers’ experiences. Our platform allows you to track customer behavior and match that with customer demographics—this includes behavior tracking for customers you can’t even identify yet. Based on that behavior and stored data, editors can modify experiences in real-time, changing content and design to match to what each individual customer is most likely to respond. Or let the machine do the work, with personalized content and product recommendations. 

9. Experiment 

No matter how much you know, customers will always surprise you. The right answer to persuading your customer to take an action might be something you’re not even thinking of. Or, you might have an idea, but you’re not confident enough to bank on it. And let’s face it—sometimes, you just love two different ideas. 

Wouldn’t it be great if you could publish more than one thing? 

You absolutely can. And you absolutely should.

Leading organizations let go of the idea that an experience is bound to one version of an artifact. Don’t just write one title for that blog post—write three. Publish them all and show them randomly. Let your customers tell you—by their next action—which one was the right one to use. 

Experimentation allows you to try new things without the inertia of re-considering and re-drafting all your content. Ideas can go from your mind to pixels on the screen quickly and easily, and you can see what works and what doesn’t. Try a new title, or next text on a button. Does it give you better results? If so, great, keep it. If not, throw it away and try something else.

Refine, refine, refine. The idea that you publish content in one form and just hope it’s the right one is a set of handcuffs that can be tough to shake. But the results can be impressive.


Optimizely One allows you to quickly create and publish multiple variations of content and content elements to any channel. You can separate your content into elements and try different combinations to see which one drives your customers to move forward in their journey, then automatically route more traffic through winning combinations. You can manage feature rollouts and soft-launches, enabling specific functionality for specific audiences in any channel. 

10. Analyze 

The key to a learning and evolving content team is a transparent and unflinching look into what happens to your content after it’s published.

Analytics need to be considered in the context of the entire content domain. What content performs well but has low traffic? What content is consumed often but never moves customers down their buying journey? Customer behavior needs to be tracked carefully, then used to segment customers into audiences, based on both your content team’s observations and insights provided by AI. 


Optimizely One offers complete behavior tracking and content analysis, showing you what content works, what content doesn’t, and what your customers are doing during every step of their relationship with your entire digital estate. 

Juggle the entire lifecycle 

“Publishing myopia” prevents most organizations from truly benefiting from the power of their content and marketing technology. Too many ideas are undercut by an obsession with the publish button. We rush content out the door and just throw it over the wall and hope it lands. 

Within that mode of thinking, great ideas get trapped under the surface. Great content is delivered to only one channel in one language. Great experiences never see the light of day because content exists in only one form. And every customer sees the same thing, no matter how their own experience might benefit from something else. 

Remember: the marketing lifecycle is a series of stages

Each stage builds on the last and allows content to grow from a random idea your team takes in from the field and turns it into a spectacular multi-channel experience which rearranges and modifies itself to fit each customer. 

Juggling all of the steps in the marketing lifecycle can be done, but it’s easy to lose the forest for the trees and get too myopic about individual steps in this process. Leading organizations step back, consider the entire cycle from start to finish, and make sure their ideas, their products, and their messages are enhanced and strengthened in every step. 


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Comparing Credibility of Custom Chatbots & Live Chat



Building Customer Trust: Comparing Credibility of Custom Chatbots & Live Chat

Addressing customer issues quickly is not merely a strategy to distinguish your brand; it’s an imperative for survival in today’s fiercely competitive marketplace.

Customer frustration can lead to customer churn. That’s precisely why organizations employ various support methods to ensure clients receive timely and adequate assistance whenever they require it.

Nevertheless, selecting the most suitable support channel isn’t always straightforward. Support teams often grapple with the choice between live chat and chatbots.

The automation landscape has transformed how businesses engage with customers, elevating chatbots as a widely embraced support solution. As more companies embrace technology to enhance their customer service, the debate over the credibility of chatbots versus live chat support has gained prominence.

However, customizable chatbot continue to offer a broader scope for personalization and creating their own chatbots.

In this article, we will delve into the world of customer support, exploring the advantages and disadvantages of both chatbots and live chat and how they can influence customer trust. By the end, you’ll have a comprehensive understanding of which option may be the best fit for your business.

The Rise of Chatbots

Chatbots have become increasingly prevalent in customer support due to their ability to provide instant responses and cost-effective solutions. These automated systems use artificial intelligence (AI) and natural language processing (NLP) to engage with customers in real-time, making them a valuable resource for businesses looking to streamline their customer service operations.

Advantages of Chatbots

24/7 Availability

One of the most significant advantages of custom chatbots is their round-the-clock availability. They can respond to customer inquiries at any time, ensuring that customers receive support even outside regular business hours.


Custom Chatbots provide consistent responses to frequently asked questions, eliminating the risk of human error or inconsistency in service quality.


Implementing chatbots can reduce operational costs by automating routine inquiries and allowing human agents to focus on more complex issues.


Chatbots can handle multiple customer interactions simultaneously, making them highly scalable as your business grows.

Disadvantages of Chatbots

Limited Understanding

Chatbots may struggle to understand complex or nuanced inquiries, leading to frustration for customers seeking detailed information or support.

Lack of Empathy

Chatbots lack the emotional intelligence and empathy that human agents can provide, making them less suitable for handling sensitive or emotionally charged issues.

Initial Setup Costs

Developing and implementing chatbot technology can be costly, especially for small businesses.

The Role of Live Chat Support

Live chat support, on the other hand, involves real human agents who engage with customers in real-time through text-based conversations. While it may not offer the same level of automation as custom chatbots, live chat support excels in areas where human interaction and empathy are crucial.

Advantages of Live Chat

Human Touch

Live chat support provides a personal touch that chatbots cannot replicate. Human agents can empathize with customers, building a stronger emotional connection.

Complex Issues

For inquiries that require a nuanced understanding or involve complex problem-solving, human agents are better equipped to provide in-depth assistance.

Trust Building

Customers often trust human agents more readily, especially when dealing with sensitive matters or making important decisions.


Human agents can adapt to various customer personalities and communication styles, ensuring a positive experience for diverse customers.

Disadvantages of Live Chat

Limited Availability

Live chat support operates within specified business hours, which may not align with all customer needs, potentially leading to frustration.

Response Time

The speed of response in live chat support can vary depending on agent availability and workload, leading to potential delays in customer assistance.


Maintaining a live chat support team with trained agents can be expensive, especially for smaller businesses strategically.

Building Customer Trust: The Credibility Factor

When it comes to building customer trust, credibility is paramount. Customers want to feel that they are dealing with a reliable and knowledgeable source. Both customziable chatbots and live chat support can contribute to credibility, but their effectiveness varies in different contexts.

Building Trust with Chatbots

Chatbots can build trust in various ways:


Chatbots provide consistent responses, ensuring that customers receive accurate information every time they interact with them.

Quick Responses

Chatbots offer instant responses, which can convey a sense of efficiency and attentiveness.

Data Security

Chatbots can assure customers of their data security through automated privacy policies and compliance statements.

However, custom chatbots may face credibility challenges when dealing with complex issues or highly emotional situations. In such cases, the lack of human empathy and understanding can hinder trust-building efforts.

Building Trust with Live Chat Support

Live chat support, with its human touch, excels at building trust in several ways:


Human agents can show empathy by actively listening to customers’ concerns and providing emotional support.

Tailored Solutions

Live chat agents can tailor solutions to individual customer needs, demonstrating a commitment to solving their problems.


Human agents can adapt to changing customer requirements, ensuring a personalized and satisfying experience.

However, live chat support’s limitations, such as availability and potential response times, can sometimes hinder trust-building efforts, especially when customers require immediate assistance.

Finding the Right Balance

The choice between custom chatbots and live chat support is not always binary. Many businesses find success by integrating both options strategically:

Initial Interaction

Use chatbots for initial inquiries, providing quick responses, and gathering essential information. This frees up human agents to handle more complex cases.

Escalation to Live Chat

Implement a seamless escalation process from custom chatbots to live chat support when customer inquiries require a higher level of expertise or personal interaction.

Continuous Improvement

Regularly analyze customer interactions and feedback to refine your custom chatbot’s responses and improve the overall support experience.


In the quest to build customer trust, both chatbots and live chat support have their roles to play. Customizable Chatbots offer efficiency, consistency, and round-the-clock availability, while live chat support provides the human touch, empathy, and adaptability. The key is to strike the right balance, leveraging the strengths of each to create a credible and trustworthy customer support experience. By understanding the unique advantages and disadvantages of both options, businesses can make informed decisions to enhance customer trust and satisfaction in the digital era.

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The Rise in Retail Media Networks



A shopping cart holding the Amazon logo to represent the rise in retail media network advertising.

As LL Cool J might say, “Don’t call it a comeback. It’s been here for years.”

Paid advertising is alive and growing faster in different forms than any other marketing method.

Magna, a media research firm, and GroupM, a media agency, wrapped the year with their ad industry predictions – expect big growth for digital advertising in 2024, especially with the pending US presidential political season.

But the bigger, more unexpected news comes from the rise in retail media networks – a relative newcomer in the industry.

Watch CMI’s chief strategy advisor Robert Rose explain how these trends could affect marketers or keep reading for his thoughts:

GroupM expects digital advertising revenue in 2023 to conclude with a 5.8% or $889 billion increase – excluding political advertising. Magna believes ad revenue will tick up 5.5% this year and jump 7.2% in 2024. GroupM and Zenith say 2024 will see a more modest 4.8% growth.

Robert says that the feeling of an ad slump and other predictions of advertising’s demise in the modern economy don’t seem to be coming to pass, as paid advertising not only survived 2023 but will thrive in 2024.

What’s a retail media network?

On to the bigger news – the rise of retail media networks. Retail media networks, the smallest segment in these agencies’ and research firms’ evaluation, will be one of the fastest-growing and truly important digital advertising formats in 2024.

GroupM suggests the $119 billion expected to be spent in the networks this year and should grow by a whopping 8.3% in the coming year.  Magna estimates $124 billion in ad revenue from retail media networks this year.

“Think about this for a moment. Retail media is now almost a quarter of the total spent on search advertising outside of China,” Robert points out.

You’re not alone if you aren’t familiar with retail media networks. A familiar vernacular in the B2C world, especially the consumer-packaged goods industry, retail media networks are an advertising segment you should now pay attention to.

Retail media networks are advertising platforms within the retailer’s network. It’s search advertising on retailers’ online stores. So, for example, if you spend money to advertise against product keywords on Amazon, Walmart, or Instacart, you use a retail media network.

But these ad-buying networks also exist on other digital media properties, from mini-sites to videos to content marketing hubs. They also exist on location through interactive kiosks and in-store screens. New formats are rising every day.

Retail media networks make sense. Retailers take advantage of their knowledge of customers, where and why they shop, and present offers and content relevant to their interests. The retailer uses their content as a media company would, knowing their customers trust them to provide valuable information.

Think about these 2 things in 2024

That brings Robert to two things he wants you to consider for 2024 and beyond. The first is a question: Why should you consider retail media networks for your products or services?   

Advertising works because it connects to the idea of a brand. Retail media networks work deep into the buyer’s journey. They use the consumer’s presence in a store (online or brick-and-mortar) to cross-sell merchandise or become the chosen provider.

For example, Robert might advertise his Content Marketing Strategy book on Amazon’s retail network because he knows his customers seek business books. When they search for “content marketing,” his book would appear first.

However, retail media networks also work well because they create a brand halo effect. Robert might buy an ad for his book in The New York Times and The Wall Street Journal because he knows their readers view those media outlets as reputable sources of information. He gains some trust by connecting his book to their media properties.

Smart marketing teams will recognize the power of the halo effect and create brand-level experiences on retail media networks. They will do so not because they seek an immediate customer but because they can connect their brand content experience to a trusted media network like Amazon, Nordstrom, eBay, etc.

The second thing Robert wants you to think about relates to the B2B opportunity. More retail media network opportunities for B2B brands are coming.

You can already buy into content syndication networks such as Netline, Business2Community, and others. But given the astronomical growth, for example, of Amazon’s B2B marketplace ($35 billion in 2023), Robert expects a similar trend of retail media networks to emerge on these types of platforms.   

“If I were Adobe, Microsoft, Salesforce, HubSpot, or any brand with big content platforms, I’d look to monetize them by selling paid sponsorship of content (as advertising or sponsored content) on them,” Robert says.

As you think about creative ways to use your paid advertising spend, consider the retail media networks in 2024.

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Cover image by Joseph Kalinowski/Content Marketing Institute

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