What If Your Fastest Growth Lever Is Inclusion
Editor’s note: Global Accessibility Awareness Day is May 21 so this piece is timely. But this conversation opened my eyes into several opportunities that, quite frankly,…
Passikoff: On Patriotic Brands
This July, as the United States will mark its 250th anniversary, Brand Keys marks the 25th anniversary of our Most Patriotic Brands survey. That convergence is more than coincidence. It…
We All Live in Customerland Now
“Nobody gives a sh*t about brands anymore.” A few weeks ago I found myself wondering whether it might make sense to revive a dead brand publication. Not metaphorically dead. Actually dead.…
The Backlash Against Bad Automation Has Begun
There’s a subtle but important shift hiding inside Verint’s newly released State of Customer Experience 2026 report, and I suspect a lot of people are going to misread it. Download…
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Keep Up to Date with the Most Important News
What CX Is Actually Worth — And Why We’re Measuring It Wrong
We’re increasingly asked to justify CX investments not just on “how they feel,” but on what they contribute. Most organizations have no shortage of customer data. Surveys go out.…

