Latest Posts
What Travel Brands Must Do to Win Over Gen Z
The travel industry is at a crossroads. By 2030, Gen Z’s purchasing power is expected to reach $12…
Customer Communication Strategies for 2025
Sarah Jordan is CMO at Constant Contact and as such, has a unique perspective on the trends and…
Reimagining Marketing with Empathy and AI
Tara DeZao, Product Marketing Director for AdTech and MarTech at Pega, joins us to unravel the complexities of…
Seeking Long-Term Loyalty: Evolving Loyalty Technology for Financial Institutions
Endearing customer loyalty is critical for businesses of every stripe, but for financial institutions, long-term customer loyalty is…
The Loyalty of Black Friday
Half of U.S. Consumers Will Remain Loyal to Brands They Purchase From During Black Friday The annual Black…
Breaking Loyalty – Part 3: Fixing Loyalty for the Modern Age
This is the third in our 3-part Series on Breaking Loyalty. Along with Mike Ribero, an expert in…
Breaking Loyalty – Part 1: Unraveling the Loyalty Crisis
What if the loyalty programs you rely on are actually failing you? Join me and loyalty expert Mike…
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…
Why Making it Easier for Subscribers to Cancel is a Winning Subscriptions Strategy
I recently came across an article titled “Subscriptions are hard to cancel and easy to forget by design”…
How Generational Dynamics Are Shifting Expectations and Experiences
When it comes to people’s expectations for remarkable experiences, all the hype is around what Gen Z and…
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…
The Broken Promise of Loyalty: Why It’s Failing and How to Fix It
A bit of context before you read this. I have a lot of respect for loyalty marketing professionals.…
Generating Great Ideas for Great Content
Last month we talked about what makes solid content. In other articles, we’ve talked about how to create content that…
Transforming Commerce with Unified Data Solutions
Curious about the future of commerce in a world where digital and physical blend seamlessly? Join us as…
Getting to Better Customer Algorithms
The key to unlocking customer engagement lies in understanding that while algorithms can guide you, it’s the human…
Making Waves with Tech and Trust in the Podcast World
At the recent IAB Podcast Upfront in New York, some 20 audio brands made convincing presentations to some…
Strategic Synergies That Reshape Consumer Engagement
Join us as we sit down with David Slavick to explore the world of partnership innovation in business.…
Navigating the Convergence of AI, Ethics, and Retail Engagement
In this episode, Sara Richter, CMO at Emarsys SAP, discusses the evolving role of AI in retail marketing.…
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…
Breaking Away from Traditional CX Metrics for Enhanced Engagement
In this episode, we discuss the current and future state of Customer Experience (CX) with Dave Norton, Founder…
QuickTake – the Week in Customer Engagement
Recent financial injections and strategic shifts offer a clear indication of the sector’s priorities and trajectory. The convergence…
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…
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…
Loyalty Reimagined (Pt 1)
A Blueprint for Active Customer Engagement in Today’s Market Alone we can do so little; together we can…
Podcasts, Social Learning, and Marketing
Plenty of ink has been spilled about the corrosive effects social media has had on culture and society.…
Customize and Make It Personal
Distinct from zooming in, customizing is the lens that guides you to think about how you can take…
Connecting with the Elusive Gen Z and Generation Alpha
For brands and companies to remain relevant to Gen Z audiences, it’s going to be increasingly important to make sure corporate values are aligned with the values this generation espouses.
An Unconventional Path to Tech CEO
Ever wondered what it takes to integrate two companies post-acquisition? Meet our guest, Emarsys‘ CEO Joanna Milliken, an…
Better Retail Performance through Intelligent Engagement
Have you ever wondered how customer data can revolutionize your products and services? This episode brings you Jenni…
Wiedemann: Marketing is becoming Relationshipping
How C Suites Can Profitably Connect the Dots Caveat: my nickname at home is Admiral Obvious, which alerts…
Decoding the AI Impact on Customer Advocacy: Insights from GoDaddy
Ever wondered how AI could revolutionize customer experience? Get ready to be enlightened by our guest, Mel Si,…
How to Gamify Your Customer Engagement Strategy
Each touchpoint should move the customer into a more personalized relationship with a brand, building trust, loyalty, and intrigue.
Four Things to Simplify Your Marketing Strategy in a Complex Market
Too often companies misuse their data because of poorly constructed marketing automation or incorrect assumptions. The economic uncertainty…
Realtime Customer Engagement Pays Dividends
We’re able to show merchants – in realtime – how providing customers with an experience that is specific…
Capillary Technologies: Pushing Boundaries in Loyalty & Customer Engagement
Founded in 2012, Capillary Technologies has been at the forefront of revolutionizing the loyalty and customer experience landscape. Established in…
Creating Resonance: How Values Shape Consumer Engagement
Unlock the power of values in marketing. Join us on this enlightening journey with our guest, David Allison,…
How to Cultivate Loyalty with Consumers Who Aren’t Shopping Just on Price
For businesses that want to build loyalty it can be unwise to compete primarily on price. As economic…
Humanizing Customer Interactions – A Discussion with John Sills
Have you ever pondered how a seemingly insignificant experience can completely transform your perspective? That’s the journey we…
Customer Journey Mapping 3.0
Traditional journey maps, designed qualitatively in a workshop and then immortalized on the boardroom wall, are unfortunately often conceptual at best.
Passikoff: Email Marketing for Fun and Profit. And Loyalty.
Email is not like duct tape. More is not necessarily better! It’s estimated professionals (no specific definition provided,…
5 Customer Engagement Strategies to Boost Sales
In today’s digital world, succeeding in your business goes beyond getting buyers through the customer journey. It’s also…
Passikoff: Winning at the Ultimate Measure of Loyalty
A couple months ago I wrote a column about how to get consumers to behave six times better…
Performance, User Empathy are the New Priorities
Performance is no longer an optional investment for companies looking to access diverse global markets and build customer…
Bring Customers Into Clear Focus
Employees who think their company is customer-centric are very optimistic about their companies and their future. Bad customer…
The 2023 Digital Leader: Progressive Measures to Fight the Recession
An unfortunate reality that goes without question is that the economy will always rise and fall. The inevitable…
Fixing the Customer Retention Problem
Customer retention is intrinsic to the success of any business, whether it’s a startup or an established brand.…
Augmented Reality- What Marketers Need to Know Now
Marketers need to come to grips with the fast evolving digital world – augmented reality, virtual reality, mixed…
Growing Retail Loyalty via Sustainability Discounts
As retailers struggle to retain sales volumes amid heightened inflation and a prolonged recession, innovating customer loyalty offerings…
How to Recession-Proof Your Customers
It’s about keeping your closest customers even closer. Most of my week last week was spent at the…
More C Suites Need This New Officer – Chief Customer Officer
One of the favorite learnings in my career has been The Goldfish in the Bowl syndrome. This simply means…