Unified Commerce, Real Loyalty, Actual Results
A conversation with Eagle Eye’s Jeff Baskin For decades, retail loyalty sat on top of the business like…... Read more.
Fraud, Identity, and the New Economics of Trust
Digital commerce delivered on its promise of speed. What it didn’t deliver – at least not fully –…... Read more.
The Collapse of “Good Enough”
What Andrew Schulkind Shows Us About Strategy, Craft, and the Marketing Metrics That Actually Matter Marketing spent the…... Read more.
The Vibe-Shaped Customer: Micro-Moments, Mood, and the New Consumer Logic
Over the last year or so, I’ve noticed something odd happening in the consumer world. It’s subtle, but…... Read more.
Cardlytics and the Real Economics of Commerce Media
From a conversation with Amit Gupta, CEO of Cardlytics Commerce media has quietly moved from marketing experiment to…... Read more.
Is Agency Is the New Loyalty?
This has been bugging me for a while. We talk about loyalty as if it were a program…... Read more.
After Omnichannel – Why Brands Must Redesign for Agentic Customers
In my recent Customerland conversation with Ben Wiener, Managing Partner at Cognizant Moment, one theme kept resurfacing: the ground beneath marketing is…... Read more.
CX at Its Core: What Technology Can’t Fix
Takeaways from our conversation with Lee Kemp Customer experience has never been louder.New tools, dashboards, frameworks, and acronyms…... Read more.
Rewriting the Math of CX
My conversation with Ken Lain, Senior Vice President and Head of CX, Customer Service and Operations at Verizon…... Read more.
Empathy, AI, and the New Operating Model for Customer Engagement
The conversation with Rob Walker, GM of 1:1 Customer Engagement at Pega, begins with a blunt truth: if we work…... Read more.
POV: How Webex Is Rewriting the CX Playbook for the AI Era
From Service Function to Growth Engine In the final quarter of 2025, the customer experience landscape looks fundamentally…... Read more.
Outcomes Now: What Verint’s Engage Says About Its Next Chapter
TLDR: If you ignore the slogans and look at what Verint actually highlighted at Engage 2025 (who it rewarded, which partners…... Read more.
When Research Finally Meets Reality
What SightX and ZS Are Really Solving Insights professionals are skeptics by design. When your work is picked…... Read more.
Clarity First, Then Velocity
A conversation with NexChapter’s Art Sebastian Retail is changing in ways that feel both sudden and overdue. For…... Read more.
Why Product Experience Is Becoming Retail’s Most Valuable Currency
The retail industry stands at a critical inflection point. Once defined by supply chains and store shelves, today’s…... Read more.
Cust2Mate’s Smart Cart Strategy Moves From Pilots to Scale
Cust2Mate’s recent $25M order from Latin America marks more than just a sales milestone – it signals a…... Read more.
Do Consumer Expectations Even Matter?
Every brand executive will tell you that they are “committed to meeting and exceeding customer expectations.” It’s the…... Read more.
Thoma Bravo, Verint, and the New Shape of AI-Driven CX
When a private equity firm pays $2 billion to take a public company off the market, it’s rarely…... Read more.
Michael Abramov on the Next Frontier of AI
When you talk to Michael Abramov, CEO of Keymakr & Keylabs, you get the sense he’s been living…... Read more.
Is It Time for CustomerOps?
Think about how much customer expectations have changed in the past few years. It’s not just that people…... Read more.
