Gift Cards Have Escaped the Aisle
Highlights from our conversation with Alex Preece, CEO of Tillo The term gift card is doing a poor job of describing…... Read more.
Your Redemption Rate Is Lying to You
Brands spend enormous amounts of money creating incentives designed to influence customer behavior. Points, rebates, promotional credits, cashback,…... Read more.
The FTC’s Personalized Pricing Proposal Is About More Than Personalized Pricing
The Commission’s proposed enforcement policy is being framed largely around predatory retail pricing. Its treatment of individualized discounts,…... Read more.
Target Is Redefining What UX Actually Means
For years, user experience was treated as a layer. The business decided what it wanted to do. Technology…... Read more.
Commerce has a Checkout Problem that Happens after Checkout
Andrew Schmid is Chief Product Officer at Route. Package protection, tracking, notifications, claims, returns, exchanges, warranties – the…... Read more.
Measuring Loyalty After a Customer Experience Failure: The Metric That Matters Most
We have a measurement problem in loyalty. We measure purchases, trips, nights, visits, opens, redemptions and share of…... Read more.
The McDonald’s 515-Page Customer Profile That Really Isn’t
McDonald’s apparently has 515 pages of data on one loyalty member. That’s both more – and considerably less…... Read more.
Lies, Damn Lies, and Customer Statistics
Finding the Missing Bridge Between Customer Metrics and Corporate Value Dallas Area Rapid Transit put out a press…... Read more.
Sell the Outcome, Not the Migration: Inside Verint’s Open-Platform Bet
Ask Heather Richards for the plain-English version of Agent Factory and she corrects the question before answering it.…... Read more.
Who Carries the Moral Accountability in the Age of AI
Welcome to Part 3 of our ongoing series on AI and human behavior. If Part 1 explored the…... Read more.
What If We Could Design for Emotion-based Outcomes?
Why the next great marketing advantage may lie in the one variable we’ve never truly measured. For all…... Read more.
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…... Read more.
We Know What Customers Cost. We Don’t Know What They’re Worth.
It’s time to start measuring customers the way we measure every other investment. Loyalty programs, incentives, retention offers,…... Read more.
The Emotional P&L of Flying
Why Airlines Keep Losing Trust – and What That Reveals About Us When we looked at thousands of…... Read more.
Sentiment Signals: The Next Layer of Intelligence
Beyond performance metrics like accuracy and latency lies a subtler yet more powerful layer: emotional trust. In intelligent…... Read more.
Sales, Marketing & Loyalty Should Buy CX a Pony
I’ve spent a lot of years inside the customer technology industry watching two extraordinarily powerful capabilities develop in…... Read more.
CX is Bigger than CX
Takeaways from Verint Engage ’26 The keynote at Verint Engage 2026 told a confident story: AI investment is…... Read more.
What Verint’s Keynote Says About Where Enterprise CX AI Is Actually Going
The annual conference keynote is a reliable artifact. Strip away the production value and the carefully sequenced demos,…... Read more.
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…... Read more.
Signal, Noise, and the Customer Continuity Problem
Q&A with Michael Hutchison, Customer Operations Principal, eClerx There’s a growing disconnect in customer experience right now that…... Read more.
