Latest Posts
Your Redemption Rate Is Lying to You
Brands spend enormous amounts of money creating incentives designed to influence customer behavior. Points, rebates, promotional credits, cashback,…
Sell the Outcome, Not the Migration: Inside Verint’s Open-Platform Bet
Ask Heather Richards for the plain-English version of Agent Factory and she corrects the question before answering it.…
What If We Could Design for Emotion-based Outcomes?
Why the next great marketing advantage may lie in the one variable we’ve never truly measured. For all…
What CX Is Actually Worth — And Why We’re Measuring It Wrong
We’re increasingly asked to justify CX investments not just on “how they feel,” but on what they contribute. Most…
The Emotional P&L of Flying
Why Airlines Keep Losing Trust – and What That Reveals About Us When we looked at thousands of…
Sales, Marketing & Loyalty Should Buy CX a Pony
I’ve spent a lot of years inside the customer technology industry watching two extraordinarily powerful capabilities develop in…
CX is Bigger than CX
Takeaways from Verint Engage ’26 The keynote at Verint Engage 2026 told a confident story: AI investment is…
What Verint’s Keynote Says About Where Enterprise CX AI Is Actually Going
The annual conference keynote is a reliable artifact. Strip away the production value and the carefully sequenced demos,…
We All Live in Customerland Now
“Nobody gives a sh*t about brands anymore.” A few weeks ago I found myself wondering whether it might…
The Next AI Retail Transformation Is Happening Right Now
By Jessica Leitch Over the next decade, retail will leave behind today’s channel-based model and its distinctions between physical…
Signal, Noise, and the Customer Continuity Problem
Q&A with Michael Hutchison, Customer Operations Principal, eClerx There’s a growing disconnect in customer experience right now that…
What If Your Fastest Growth Lever Is Inclusion
Editor’s note: Global Accessibility Awareness Day is May 21 so this piece is timely. But this conversation opened my eyes…
The Backlash Against Bad Automation Has Begun
There’s a subtle but important shift hiding inside Verint’s newly released State of Customer Experience 2026 report, and I suspect…
What If Better Support Is Your Real Moat?
There’s a phrase that keeps coming up in customer service conversations that I think we need to retire,…
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…
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,…
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…
