Latest Posts
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…
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…
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…
Passikoff: The Venn of Loyalty
I want to talk about marketer-types who revere/use/misuse/ignore/are-just-plain-stupid-about loyalty. I thought I’d use a visual tool to catalogue…
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…
The Difference Between Knowing Your Audience and Reaching Them
“Our audience is mid-sized manufacturing companies.” “We target IT decision-makers in healthcare.” There’s a difference between knowing your…
August 25, 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,…
Is It Time for CustomerOps?
Think about how much customer expectations have changed in the past few years. It’s not just that people…
Retail’s AI Mirage
97% of retailers say they’re all-in on AI. Only 11% are ready to scale it. Here’s what that…
Customer Retention in Uncertain Times
A conversation with Calvin Cheng, Partner at West Monroe Customer acquisition and retention have never been simple tasks…
The Real Impact of AI on Human Behavior – And How Businesses Should Respond
Series Part 1: Ai Created a Behavioral Shift No One Saw Coming We’re not here to marvel at…
PegaWorld 2025 Recap: Agentic AI Goes Operational
Pega used its annual PegaWorld conference this year not just to evangelize the future of agentic AI but…
Loyalty Programs That Actually Work: A SAP CX Perspective
What Today’s Loyalty Programs Get Right—and Where They’re Still Falling Short Loyalty isn’t what it used to be—and…
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
The Battle Against Martech ‘Enshittification’
Martech was meant to transform how businesses engage with customers, automate processes and scale efficiently. Companies invested heavily…
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…
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
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
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…
November 8, 2024
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…
October 16, 2024
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…
October 2, 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…
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…
May 31, 2024
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…
May 16, 2024
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…
April 1, 2024
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.…
January 25, 2024
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.
November 17, 2023
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…
November 3, 2023
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.
September 18, 2023
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…
August 22, 2023
