Latest Posts
The Future of Customer Service: Balancing AI and Human Touch
An Exclusive Q&A with Vinod Muthukrishnan, VP & COO, Webex Customer Experience Solutions, Cisco As AI reshapes customer…
March 20, 2025
Optimizing Grocery: AI Solutions and Future Trends
The intersection of artificial intelligence and retail is transforming how grocery stores operate, with significant implications for inventory…
The Technological Renaissance of Coalition Loyalty Programs
Coalition loyalty programs are experiencing a significant revival, albeit with contemporary modifications that address the shortcomings of their…
March 17, 2025
AI in Retail: From Analytics to Autonomous Decision-Making
For those of us who’ve been watching the AI revolution unfold, the shift from analytics to autonomous decision-making…
Is It Time for CustomerOps?
Think about how much customer expectations have changed in the past few years. It’s not just that people…
March 7, 2025
How Pega is Changing Real-Time Customer Engagement
Editor’s note: I had just come from a day with Pega and Accenture talking about some of the…
March 5, 2025
10 ways AI is Revolutionizing Customer Service in 2025
Artificial intelligence (AI) is no longer just a buzzword—it’s a game-changer in customer service. Businesses are leveraging AI…
March 3, 2025
Lost & Found Reimagined: How Boomerang Turns Customer Frustration into Brand Loyalty
For businesses in travel, sports, entertainment, and hospitality, the lost & found process has long been a necessary…
February 21, 2025
Seeing Through the Customer Lens for Enhanced Revenue
In today’s digital era, revenue operations—or RevOps—have transformed into a critical function for businesses looking to thrive amidst…
February 19, 2025
New Traceability Tools Are Transforming the Fight Against Supply Chain Human Rights Abuses
Governments worldwide are tightening regulations to combat forced labor, child exploitation, and environmental abuses, demanding that companies take…
February 10, 2025
How Brands are Maximizing Super Bowl Ad ROI
Think: Real-Time Data and AI As Super Bowl LIX approaches, retailers face a critical challenge: converting a $8…
February 6, 2025
Four Predictions for Customer Experience in 2025
As customer experience leaders make plans for 2025, it’s important to anticipate what’s around the corner and assess…
February 3, 2025
AI-Driven Solutions for Modern Customer Challenges
What if you could revolutionize customer interaction with cutting-edge technology and enhance loyalty like never before? Join us…
Navigating AI-Driven Loyalty Shifts
In this episode of Customerland, Erin Raese, CRO at Annex Cloud, shares her expertise on the changing nature of…
December 18, 2024
2025: The Year Causal AI Revolutionizes Decision-Making
As we move into 2025, artificial intelligence is poised to make some of its most significant leaps yet.…
December 17, 2024
2025 Predictions for the Travel & Hospitality Industry
As we approach 2025, Ana Vergara, Vice President of Client Solutions at Teleperformance, outlines her predictions for how advanced AI…
December 13, 2024
Verint’s CX/EX Scoring Bot Could be a Game-Changer for Contact Centers
Verint has upped the ante with its new CX/EX Scoring Bot. This AI-powered tool promises to deliver real-time…
Reimagining Marketing with Empathy and AI
Tara DeZao, Product Marketing Director for AdTech and MarTech at Pega, joins us to unravel the complexities of…
Getting to Genuine Personalization with Gen AI
For years, achieving true personalization in marketing has been an elusive goal. While marketers have strived to deliver…
November 11, 2024
Empowering Non-Tech Users with AI Solutions
In this episode of the podcast, we explore the evolving role of AI in transforming business operations, particularly…
November 6, 2024
Deus Ex Marketer: What it Takes to Orchestrate Customer-Centricity in a Data-Driven World
Editor’s Note: This piece has been marinating in the backwashes of my brain for a long time –…
Bridging Physical and Digital with Cutting-Edge Strategies
What kind of music do you most like shopping to? Believe it or not, there’s a science to…
October 30, 2024
Are your emotions holding you back from generative AI?
We may have gotten a bit ahead of ourselves. As generative AI rolls out in the workplace, we’re…
October 25, 2024
Harmonizing Business Goals with Customer Experience Strategies
In this episode, we sit down with Vinod Muthukrishnan, VP and COO at Webex Customer Experience, to explore…
October 23, 2024
Beyond the AI Hype: Unlocking Real Value in CX
Artificial Intelligence (AI) is fast becoming a foundational element for delivering the empathetic, personalized experiences that today’s customers…
October 22, 2024
The Larger the LLM, the Less Reliable it Becomes
Newer, larger LLMs are more likely to produce inaccurate answers while projecting confidence, even when faced with relatively…
October 7, 2024
As CX Satisfaction Plummets, How Should Businesses Respond?
Businesses are struggling to connect with customers in the age of AI, and CX scores are showing it. …
October 7, 2024
AI is Changing Everything: Key Takeaways from Verint Engage 24
Artificial Intelligence (AI) continues to reshape the customer experience (CX) landscape, with real-world applications now delivering measurable business…
Verint Shifts to Immediate Business Outcomes
Expands Contact Center Analytics with New Tools to Speed Up Decision-Making In the world of customer service, data…
September 25, 2024
Implementing AI in Retail Marketing
You don’t have to look far to find a sweeping claim about how artificial intelligence (AI) is set…
Mastering Marketing Technology for Strategic Gains
Ever wondered how to transform marketing technology into an effortless experience? Join us as Mishel Justesen, DCX Principal…
September 11, 2024
Can AI Really Transform Leadership and Employee Wellness?
How can AI transform your work-life balance and boost productivity? Join us as we explore this captivating topic…
September 4, 2024
Customer Service Chatbots: A Seamless GenAI Solution or a Risky Feature?
Advances in AI capabilities have vastly improved the customer service chatbot experience in the past couple of years.…
Revitalizing Ad Creativity With AI and Empathy
In this episode, we sit down with Ian Baer, a seasoned ad agency executive with over 35 years…
Snack50 Consumer Shifts + news from PegaWorld
Today something a little different. First I sat down with Hunter Thurman, who’s founder and CEO of Alpha…
Advanced Data Management for Modern Retail Supply Chains
We discuss the revolutionary “supply chain digital twin” technology powered by O9’s digital brain platform. Ever wondered how…
Redefining Enterprise Efficiency with Kore AI’s Advances
What if you could revolutionize customer service and employee productivity with cutting-edge AI technology? In this episode of…
Customer Service AI Bots And Humans Are Finally Getting Along
In an unsure market where budgets are always getting smaller, giving customers great experiences has become more important…
QuickTake – the Week in Customer Engagement 4/1/24 edition.
In the fast-evolving landscape of customer engagement, the last two weeks have been particularly rich in developments and…
April 1, 2024
AI at the Heart of Enterprise Communication
In this episode of Customerland, we sit down with Josh Feast, CEO and co-founder of Cogito, to discuss the…
Crafting a Data Defense in the Age of AI
In our latest episode, we delve into the important aspects of AI security, focusing on how orchestration platforms…
Elevating Customer Success with IoT
Explore the advancements in IoT and the importance of customer satisfaction with Danny Keough, the global head of…
March 6, 2024
The Good News and the Bad News about AI
Which do you want first? Research tells us that depends. On whether you’re the giver or receiver of…
4 Ways AI Can Be Leveraged in Automotive Aftermarket Today
We are witnessing a transformative era similar to what we felt when the internet emerged, and how we…
A Smarter Approach to Digital Customer Conversations
A conversation with KNOWBL’s CEO and Co-founder, Jay Wolcott In this episode, we sit down with Jay Walcott…
Transforming Retail Strategies Through Generative AI
Join us for an insightful conversation with Matt Hopkins from Board International as we discuss the evolving landscape of retail…
February 21, 2024
How SMBs Can Enhance Customer Experience Through Strategic AI
“AI is ramping up the customer experience by creating personalized content by leveraging data-driven insights and adaptive algorithms.”…
February 8, 2024
Pega Introduces New Generative AI Assistant
CAMBRIDGE, Mass – January 24, 2024 – Pegasystems Inc. (NASDAQ: PEGA), the leading enterprise AI decisioning and workflow automation platform provider,…
January 24, 2024
Product Search Matters More for CX – Here’s Proof
As AI becomes more powerful, retail and ecommerce—like many industries—are looking for the best ways to leverage it.…
January 23, 2024
The Insider’s Scoop on CES 2024: Walking and Talking with Marketers
CES is always a convergence of innovation, bringing together some of the brightest minds in technology from around…
January 22, 2024
