Latest Posts
When to Upgrade Your Retail Technology
From our ongoing discussions with both retail technology providers and users, here are some of the top considerations…
Opening Up Modern CCaaS: Anticipating Change
A recent look at Verint’s Open CCaaS provides a clear view to how CCaaS and also customer service…
Solving CX by Starting with Customer Expectations
For the record I have no problem with NPS. I want to get that out of the way right…
The Case for Customer Expectations as CX’ North Star
CX professionals need to start by understanding their customers’ expectations for doing business with them because meeting and…
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How to Recession-Proof Your Customers
It’s about keeping your closest customers even closer. Most of my week last week was spent at the…
Retail predictions 2022 – Who got it right.
To paraphrase Dickens: ‘It was the best of times, it was the worst of times, it was the age…
Separating Fact from Hype in the Retail Media Network Windstorm
Retail Media Networks are all over the news lately – and for good reason. But is the time…
What Could You Do with Realtime Competitive Intelligence?
Back by popular demand! We’re showcasing the best of TheCustomer, featuring the most popular articles from the past…
Cultivating Loyalty by Fixing Post-Purchase
"Because the acquisition cost is so high, it's about retention - retaining customers is not that easy."
The 2022 Engagement Capacity Gap Study
"More and more people are seeing that connection between employee experience and customer experience."
Travel Loyalty Could Use a Shot of Trust
For so long, airlines, hotels, and others in the travel and leisure space have hidden behind loyalty as a proxy for their understanding of customer expectation, sentiment, and engagement.