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…
Passikoff on Brand “Temperature”
The 1st Baron Kelvin who (unless you were a physics major, and I don’t count many of those among…
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
Transforming the Post-Purchase Experience in Luxury & Sustainability
The luxury industry is undergoing a seismic shift. Once defined by exclusivity, heritage, and generational ownership, luxury is…
March 12, 2025
Beyond Price: The Untapped Value of Eco-Conscious Shoppers
The landscape of consumer loyalty is rapidly evolving, with sustainability and health consciousness emerging as powerful drivers of…
March 12, 2025
KPMG: Tariffs Impacts and Navigating Retail Uncertainty
Guidance from KPMG’s Duleep Rodrigo Economic policy decisions, particularly those related to tariffs, are among the most disruptive…
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
The Battle Against Martech ‘Enshittification’
Martech was meant to transform how businesses engage with customers, automate processes and scale efficiently. Companies invested heavily…
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
2025: The Year CX Leaders Must Prove It
A look at CSG’s State of Customer Experience Report. For years, businesses have paid lip service to customer…
February 28, 2025
What Does it Mean to Engage with Your Prospect?
One of the things we hear over and over as marketers is that we need to engage our…
February 26, 2025
The Human Experience: Elevating Customer Connections
Enhancing customer experience is no longer a choice; it’s a necessity for companies aiming to thrive amidst tough…
Empowering Employees to Drive CX Innovation: A Comprehensive Path to Success
Question: Do you believe that a strong connection between employee experience, empowerment, and innovation is crucial for generating…
February 24, 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
The Missing Link in Retail Loyalty: Travel Rewards
For years, retailers have relied on discounts to drive customer loyalty, but as consumer expectations evolve, traditional price-based…
February 21, 2025
Passikoff: The Brand Also Rises
This is my 100th column for Customerland. Coincidently it’s the 100th anniversary of Ernest Hemingway’s first major book, In Our Time. A…
February 18, 2025
NRF 2025: How Tech is Changing the Customer Experience
Retail’s Big Show, hosted by NRF, is always a great event. It’s exciting to see what’s going on…
Reimagining Patient Experience with Consumer-Driven Insights
In a recent discussion on our podcast, Paul Dain, CEO of Abundant Health Acquisition (aha), provided critical insights…
Empowering Marketers with Innovation and AI at Constant Contact
In a world where technology keeps advancing at a dizzying pace, small businesses are often left grappling with…
February 5, 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
Unlocking the Next Evolution of Travel Rewards
The landscape of travel loyalty programs continues to evolve, shaped by shifting consumer behaviors, technological advances, and strategic…
Big Changes in the Ways We Interact with Brands – the 2025 CLEI Results
In today’s fast-paced market, understanding brand loyalty is no longer just a matter of measuring customer satisfaction; it…
January 29, 2025
Game Changer: The FCC’s 1:1 Consent Rule Overturned – What It Means for Marketing
In a landmark decision that’s reverberating through the marketing and communications industry, the Eleventh Circuit Court has vacated…
January 28, 2025
Decoding the 2025 Brand Loyalty Engagement Index
The 2025 Brand Loyalty Engagement Index (CLEI), released by Brand Keys, delivers a detailed snapshot of how consumer…
Enhancing Operations and Experience: How Trek and SOTI Innovate with Mobility Solutions
The partnership between SOTI, a global leader in mobility management, and Trek Bikes, a renowned manufacturer and distributor…
January 27, 2025
The Annual Marketing Mulligan
Taking a moment to think about the foundations of your marketing can provide context as well as guidance…
January 24, 2025
Redefining Loyalty Programs Through Purpose and Sustainability
Can the evolving expectations of Gen Z redefine the way brands approach consumer loyalty and sustainability? This week,…
January 22, 2025
Beyond NPS: Why Customer Feedback Needs a 360-Degree Revolution
Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and…
CX 2025: The Year of Radical Transparency and Adaptability
As we step into 2025, the customer experience (CX) landscape is bracing for seismic shifts that will redefine…
January 17, 2025
Decoding Gen Z Loyalty and Engagement
Editor’s Note: This was one of the most fascinating – and instructive – conversations in recent memory. I…
Passikoff: Getting 100 on the Brand Test
Think about the number 100. What comes to mind? Completeness? Totality? Your perfect score on that spelling test…
January 14, 2025
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…
January 13, 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…
Customer Communication Strategies for 2025
Sarah Jordan is CMO at Constant Contact and as such, has a unique perspective on the trends and…
January 6, 2025
The Hidden Gold in Sustainable Rewards Programs
The season of abundance typically delivers a surge for retailers, but new research shows they may be overlooking…
December 30, 2024
Your End-of-Year Marketing Perspective
Last month, I shared some of our experience gathering feedback on a new lead magnet we’ve created for…
December 20, 2024
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 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
iSeatz Poised for Growth with Strategic Leadership Additions and Product Innovations
iSeatz is making bold moves to reinforce its position as a leader in travel technology. The company’s announcement…
December 12, 2024
Getting Your Head Around the Customer Compliance Landscape
The regulatory landscape governing customer engagement has never been more complex. As consumers demand transparency, control, and fairness…
December 9, 2024
Brand Authenticity: Countering Greenwashing
According to Kantar, 67 percent of consumers worry that brands engage in social issues only for commercial reasons. And in…
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…
The FTC’s Click-to-Cancel Rule: What Retailers Need to Know
The rules for subscription-based businesses are changing, thanks to recent updates from the U.S. Federal Trade Commission (FTC)…
The Thanksgiving Effect Might Just Make Us Better Merchants
I love Thanksgiving. It’s the one holiday that calls us to pause, reflect, and genuinely connect with others—free…
The Loyalty Personalities Quiz: A Nifty Tool for Modern Loyalty Strategy
From an analyst’s perspective, Annex Cloud‘s recently introduced Loyalty Personalities Quiz represents an intriguing approach to enhancing customer…
November 26, 2024
From Convenience to Connection: Car Rentals Growing Loyalty
Loyalty programs are everywhere—but loyalty itself is increasingly rare. As consumers face a barrage of choices, traditional programs…
November 25, 2024
Defining Your Target Audience – It’s the Details That Matter
We’ve been working on a lead magnet for ourselves recently, and in the past few weeks we’ve shared…
November 22, 2024
