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.
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…... Read more.
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…... Read more.
What If Better Support Is Your Real Moat?
There’s a phrase that keeps coming up in customer service conversations that I think we need to retire,…... Read more.
The Grocery Stack Is Breaking
And therein lies the opportunity. I recently spent time in conversation with Sean Turner, co-founder and CTO of Swiftly, and…... Read more.
From Call Centers to CX Engines: eClerx’s Michael Hutchison on Closing the Expectation Gap with AI
The modern contact center sits at the fault line of customer capitalism. Every day it absorbs the friction…... Read more.
When AI Starts Designing the Business
Insights on enterprise AI from a recent conversation with Alan Trefler, CEO of Pega In a recent conversation with Alan Trefler,…... Read more.
Subscriptions Need to Manage Volatility, Not Just Churn
For most of the last decade, subscription strategy was framed as a retention optimization problem. Reduce churn. Increase…... Read more.
Verint–Calabrio and the Consolidation of CX Infrastructure
On the surface, Verint’s decision to move forward under a single corporate name following its transaction with Calabrio…... Read more.
The Thousand Quiet Saves
Brands rarely implode in public. They erode in private. A confusing bill.A reminder that arrives too late.A chatbot…... Read more.
Building a Resilient B2B Career (While AI Rewrites The Rules)
There’s a persistent temptation, when talking about careers in B2B, to frame instability as a personal problem. If…... Read more.
Stores Aren’t Broken. But the Mental Model Might Be.
This piece is based on a recent conversation with Justine Melman, CMO at Optimum Retailing. What stood out…... Read more.
AI Didn’t Change the CMO Role. It Took Away the Hiding Places.
I keep hearing CMOs talk about AI as if it’s a tooling problem. What platform to adopt. Which…... Read more.
Trust, Agents, and the Future of Work
Agentic systems don’t just automate work – they redefine where trust lives. The AI conversation is loud right now…... Read more.
Precision Selling Starts When Sales Stops Guessing
The newly announced partnership between SugarCRM and Syspro will inevitably be described as “ERP meets CRM” or “sales intelligence powered by AI.”…... Read more.
Infrastructure Is the Strategy
Why Retail’s Next Advantage Won’t Look Like Software Retail has spent years talking about experience – personalization engines,…... Read more.
The Best of Customerland (So Far)
This year, Customerland crossed a meaningful milestone: 53 published episodes! It’s been a year of massive shifts – AI…... Read more.
Retail at the Speed of Intent
Retail has crossed a quiet but consequential threshold. Real-time decisioning is no longer a differentiator reserved for elite…... Read more.
In Trust We Calculate – Rebuilding Confidence in the Age of AI
Welcome to the final installment in our series on AI and human behavior. If Parts 1 through 4…... Read more.
When The Cart Becomes the Channel
Why Smart Carts Mark the End of “Unmeasured” Retail A conversation with Yaniv Zukerman, CMO at Cust2Mate For…... Read more.
