Latest Posts
From Call Centers to CX Engines: eClerx’s Michael Hutchison on Closing the Expectation Gap with AI
The modern contact center sits at the fault line of customer capitalism. Every day it absorbs the friction…
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…
Infrastructure Is the Strategy
Why Retail’s Next Advantage Won’t Look Like Software Retail has spent years talking about experience – personalization engines,…
The Emotional P&L of Flying
Why Airlines Keep Losing Trust – and What That Reveals About Us When we looked at thousands of…
Retail at the Speed of Intent
Retail has crossed a quiet but consequential threshold. Real-time decisioning is no longer a differentiator reserved for elite…
Passikoff: Greetings, Marketers!
Greetings, marketers, both old and newHere’s a 2025 year-end review. The best-known holiday poem is generally considered to…
Unified Commerce, Real Loyalty, Actual Results
A conversation with Eagle Eye’s Jeff Baskin For decades, retail loyalty sat on top of the business like…
December 3, 2025
After Omnichannel – Why Brands Must Redesign for Agentic Customers
In my recent Customerland conversation with Ben Wiener, Managing Partner at Cognizant Moment, one theme kept resurfacing: the ground beneath marketing is…
CX at Its Core: What Technology Can’t Fix
Takeaways from our conversation with Lee Kemp Customer experience has never been louder.New tools, dashboards, frameworks, and acronyms…
Rewriting the Math of CX
My conversation with Ken Lain, Senior Vice President and Head of CX, Customer Service and Operations at Verizon…
POV: How Webex Is Rewriting the CX Playbook for the AI Era
From Service Function to Growth Engine In the final quarter of 2025, the customer experience landscape looks fundamentally…
Outcomes Now: What Verint’s Engage Says About Its Next Chapter
TLDR: If you ignore the slogans and look at what Verint actually highlighted at Engage 2025 (who it rewarded, which partners…
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…
Cust2Mate’s Smart Cart Strategy Moves From Pilots to Scale
Cust2Mate’s recent $25M order from Latin America marks more than just a sales milestone – it signals a…
Quick-Take: Why Lone View’s Bet on Jumpmind Matters
The strategic investment by Lone View Capital into Jumpmind is more than a routine private equity deal –…
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…
Stronger, Faster, Measurable: Why Verint’s AI Bet in CX Matters
At the opening of this year’s Verint Engage 2025, the company doubled down on a message that’s becoming increasingly…
September 9, 2025
Do Consumer Expectations Even Matter?
Every brand executive will tell you that they are “committed to meeting and exceeding customer expectations.” It’s the…
From Desktop to Mobile and Back Again: Why is responsive UX still such a challenge?
What informs users’ decisions to use one device over another? It could be any number of factors: generational…
Thoma Bravo, Verint, and the New Shape of AI-Driven CX
When a private equity firm pays $2 billion to take a public company off the market, it’s rarely…
August 25, 2025
Changing the Conversation Around the Passenger Experience
How conversational AI is improving traveller communications in aviation As is the case in many industries, airlines and…
Is It Time for CustomerOps?
Think about how much customer expectations have changed in the past few years. It’s not just that people…
CX Compassion Fatigue Is a Systems Issue
Let’s start with the numbers because that’s often where decision-makers start. When you design psychological safety into your…
August 6, 2025
Customer Retention in Uncertain Times
A conversation with Calvin Cheng, Partner at West Monroe Customer acquisition and retention have never been simple tasks…
Why Emotional Intelligence Still Wins in the Age of AI
A Conversation with Mike Lytle, CEO of TP USA In a world racing toward full-on AI everything, the most…
Redefining Customer Experience in the Nonprofit Sector
When we think about customer experience innovation, nonprofit organizations rarely lead the conversation. Yet Unbound, an international development…
June 18, 2025
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
Futurescape: What Comes After Apps, Ads, and Algorithms
There’s a phrase that comes up often in this conversation with Jess Leitch, Executive Strategy Director at frog:…
Enhancing CX Through Strategic Experimentation
Experimentation methods are critical for enhancing Customer Experience (CX) programs by validating hypotheses, identifying improvement areas, and ensuring…
In the Race Toward Retail Modernization, Team Communication Still Lags Behind
A look at VoCoVo and the emerging category of retail frontline communication infrastructure As retail investment continues to…
The Guts of Great Customer Experiences
A Conversation with FD Giambattista Behind every polished customer experience is a mess. Not in the sense of…
The CX Divide: Why Speed, Not Empathy, Is Driving the Next Generation of Customer Experience
In Verint’s latest State of Customer Experience 2025 report, a striking pattern emerges: CX expectations have not only risen—they’ve hardened.…
OPINION: You Should be Optimizing for the Whole Customer
Data shows that fragmented customer strategy is costing you more than you think Too many businesses still approach…
Passikoff: Loyalty Shifts
Loyalty is “interdisciplinary.” Meaning it involves more than one branch of knowledge. Technically I suppose the way we…
May 8, 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…
15 Must-Have Contact Center Capabilities
Without question, the contact center has become an integral part of the modern business. It’s where brands manage…
April 28, 2025
Maximizing Outcomes with Integrated Customer Success and Experience Metrics
“From my experience working with technology companies—especially in B2B settings—the benefits of combining Customer Success and Customer Experience metrics are immense.” What…
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…
Personalization 2.0: What Happens When AI Meets Retail
The retail industry is undergoing a profound transformation driven by technology, changing consumer expectations, and shifting workforce dynamics.…
How Webex AI is Transforming Customer and Employee Experiences
AI is no longer a futuristic concept – it’s a game changer for businesses today. As businesses increasingly…
The State of BPO Report: Trends, Challenges, and Opportunities
The Business Process Outsourcing (BPO) sector has undergone a dramatic evolution over the past decade. Once viewed primarily…
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 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
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
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
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…
