Latest Posts
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…
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…
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…
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,…
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…
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…
April 16, 2026
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…
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,…
What If We Could Design for Emotion?
Why the next great marketing advantage may lie in the one variable we’ve never truly measured. For all…
How to Avoid “Good Enough” Marketing and the Race to the Bottom it’s Creating
Last fall, I sat down with Mike Giambattista right here at Customerland for a conversation about “The Collapse…
February 26, 2026
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…
The Thousand Quiet Saves
Brands rarely implode in public. They erode in private. A confusing bill.A reminder that arrives too late.A chatbot…
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…
February 4, 2026
Why Data Privacy Is Now Everyone’s Job
The digital media and ad ecosystem doesn’t work if marketers don’t understand who they’re selling to and what…
February 2, 2026
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…
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…
January 21, 2026
Fan Data Is No Longer the Bottleneck. Trust Is.
Insights from a Customerland Q&A with Derek Slager, CTO & Co-founder, Amperity. For more than a decade, professional sports organizations…
January 19, 2026
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…
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.”…
January 8, 2026
Infrastructure Is the Strategy
Why Retail’s Next Advantage Won’t Look Like Software Retail has spent years talking about experience – personalization engines,…
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…
December 29, 2025
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…
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…
When The Cart Becomes the Channel
Why Smart Carts Mark the End of “Unmeasured” Retail A conversation with Yaniv Zukerman, CMO at Cust2Mate For…
Analyst POV: What Coborn’s AI Pricing Move Tells Us About the Next Phase of Grocery
Coborn’s, Inc.’ decision to roll out the Revionics AI Pricing Platform across nearly 80 supermarkets is, on the…
December 9, 2025
Passikoff: Greetings, Marketers!
Greetings, marketers, both old and newHere’s a 2025 year-end review. The best-known holiday poem is generally considered to…
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…
December 3, 2025
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 –…
November 26, 2025
Who Carries the Moral Weight? Accountability in the Age of AI
Welcome to Part 3 of our ongoing series on AI and human behavior. If Part 1 explored the…
November 21, 2025
The Collapse of “Good Enough”
What Andrew Schulkind Shows Us About Strategy, Craft, and the Marketing Metrics That Actually Matter Marketing spent the…
November 19, 2025
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…
November 12, 2025
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…
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…
Passikoff: Marketing’s Haunted House
There’s an old joke that goes, “I had a nightmare I was at work. Then I woke up.…
October 20, 2025
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…
October 15, 2025
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…
When Research Finally Meets Reality
What SightX and ZS Are Really Solving Insights professionals are skeptics by design. When your work is picked…
Passikoff: The Loyalty Code
In 2025, loyalty isn’t earned once and stored away. C’mon, this isn’t 1983! A little reality check, huh?…
Clarity First, Then Velocity
A conversation with NexChapter’s Art Sebastian Retail is changing in ways that feel both sudden and overdue. For…
October 1, 2025
Agentic AI and the New Demands of Leadership
The AI revolution is not arriving incrementally. It’s unfolding at a pace that outstrips the organizational reflexes of…
September 24, 2025
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…
Quick-Take: Why Lone View’s Bet on Jumpmind Matters
The strategic investment by Lone View Capital into Jumpmind is more than a routine private equity deal –…
The Paradox of CX: Why Cost-Cutting Technology Initiatives Often Backfire
CX as a Battleground, Not a Back Office Function For more than a decade, leaders have repeated a…
Stronger, Faster, Measurable: Why Verint’s AI Bet in CX Matters
At the opening of this year’s Verint Engage 2025, the company doubled down on a message that’s becoming increasingly…
September 9, 2025
Do Consumer Expectations Even Matter?
Every brand executive will tell you that they are “committed to meeting and exceeding customer expectations.” It’s the…
Why Post-Purchase “Transaction Moments” Are Becoming Retail’s Next Frontier
A conversation with ROKT’s Ashley Firmstone In e-commerce, innovation often focuses on the flashy front end: discovery, targeting,…
From Desktop to Mobile and Back Again: Why is responsive UX still such a challenge?
What informs users’ decisions to use one device over another? It could be any number of factors: generational…
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…
August 25, 2025
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…
August 21, 2025
Retention Is the New Growth Engine
A conversation with Recurly’s Lina Tonk. For two decades, the subscription economy has lived by a single mantra: acquire,…
