Latest Posts
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…
Designing AI for Emotion – Why AI Needs to Feel Human, Not Just Sound Smart
Welcome to Part 4 of our series on AI and human behavior. We’ve talked about behavioral shifts, personalization…
Personalization Psychology – When AI Knows You Too Well
Welcome to the second installment in our series on how AI is reshaping human behavior. If Part 1…
When Brands Carry the Flag – What the 2025 Brand Keys Survey Really Tells Us About American Patriotism
In a year where everything seems political – and almost nothing feels unifying – consumers are still rallying…
CX Success Starts at the Source
Customer expectations are rising in every sector, and brick-and-mortar retail is no exception. In today’s market, shoppers have…
June 9, 2025
The Store Is Still the Core—But Retail Tech Is Cracking Under Pressure
Retailers have made their bet. Despite e-commerce growth and economic turbulence, they are doubling down on physical stores…
Is It Time for CustomerOps?
Think about how much customer expectations have changed in the past few years. It’s not just that people…
Peak Immersion: The Science Behind Engaged Store Associates
Editor’s Note: I had been anticipating this conversation with Aptos‘ Nikki Baird for some time – mostly based…
Human Experience Excellence: A Transformation Story
The Power of Integrated Experience Management Organizations create magnificent individual experiences while simultaneously sabotaging their overall impact. The…
This Earth Day, Fast Fashion Faces a Reckoning
Forever 21 was once the crown jewel of fast fashion—celebrated for its trend-chasing, affordability, and the thrill of…
AI and the New Retail Standard: What Shoppers Now Expect and How Retailers Must Respond
Based on a Q&A with Ed Durbin, VP & GM of Global Industry Strategy for Retail and Consumer…
March 26, 2025
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…
Passikoff on Brand “Temperature”
The 1st Baron Kelvin who (unless you were a physics major, and I don’t count many of those among…
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…
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…
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
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…
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
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
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)…
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
Why is Everyone Raising Subscription Prices?
In 2024, subscriptions are undergoing a notable shift: rising prices are becoming the norm rather than the exception.…
October 21, 2024
Passikoff: The Brands / Votes Conundrum
In 1959 ad agency Dancer Fitzgerald Sample introduced the Trix rabbit. General Mills had launched the cereal five years earlier…
October 15, 2024
Breaking Loyalty – Part 2: What Customers Want and What Companies Need
In Breaking Loyalty Part 2, Mike Ribero and Mike Giambattista explore the shift from traditional loyalty programs to…
October 9, 2024
Passikoff: Brands & Brand Folly
I’ve been thinking about brands a lot this week. Not that surprising for someone who’s essentially a “brand-guy”…
September 24, 2024
The Five Elements Of An Effective Customer Experience Strategy
Today, we live in the age of the customer, where customer expectations are higher than ever, and they have more…
Passikoff: You’re Not Just Competing with Your Competitors
Every January we field our Customer Loyalty Engagement Index. This past January we had consumers assess 1,231 brands in 114…
Closing the Personalization Gap in the Media Industry
Why traditional media companies should be prioritizing personalized content catered to consumer needs
August 21, 2024
The Penultimate Guide to Retail Brand Authenticity
As a marketer, how important is brand authenticity to consumers? TLDR:Brand authenticity is a crucial factor in influencing…
The Intersection of Speed and Sustainability in Retail
Have you ever wondered why a simple purchase can turn into a logistical puzzle? Imagine buying five identical…
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…
Reconciling Consumer Expectations and Brand Realities for Better Travel Loyalty
In this episode of Customerland, we explore the specifics of consumer expectations from loyalty programs with Jeff Zotara,…
Passikoff: Matchless Marketing – Jeans Edition
It’s time to play “Matchless Marketing or Brand Blunder? Here’s how we play. We ask a question about…
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.…
Customer Touchpoint vs. Customer Journey
Focusing on journeys rather than touchpoints demands a cultural shift from your business. It involves putting customers’ requirements and preferences first.
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…
Passikoff: Brand Loyalty Kicks High
There was a great marketer who said the secret of his success was, “Don’t give people what they…
February 13, 2024
Turning Customer Service Hurdles into Loyalty Wins
Eric Carrasquilla, EVP and Division President of Customer Experience Solutions at CSG, shares insights into improving customer service.…
Mastering the New Dance of Consumer Expectations
Ever wondered why the pull of your favorite brand is so strong, or why some products seem to…
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
4 CX Trends for 2024: Your Guide to Navigating the Year Ahead
For many CX professionals, leaving 2023 behind comes with a sigh of relief. The increase in customer expectations…
Passikoff: Attack of the Loyalty Juggernauts
Consumers – you and me – make 35,000 choices a day. One every 2.5 seconds. Depending on category…
January 16, 2024
Wrangling the Wild West of Digital Dashboards
“It’s complicated right now. Carmakers have invested in cutting-edge UI design without any boundaries or industry standards.” Are…
Passikoff: How to make your brand “happen”
There’s a big difference between what consumers expect and what they see brands delivering. When it comes to…
Passikoff: Will the Real Black Friday Please Stand Up?
Black Friday is coming. It’s this week. That’s the real Black Friday, I’m talking about. I want to…
November 20, 2023
Understanding the Return on Total Experience
Ron Shamah, CEO of Rightpoint, walks us through the intricate connections between employee experience, customer experience, and product…
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,…
Passikoff: 10 Rules for Brand Performance
Former-Borscht Belt comedian, 1950’s TV script writer, filmmaker, and philosopher, Mel Brooks, cautioned, “Hope for the best. Expect…
