Latest Posts
The Battle Against Martech ‘Enshittification’
Martech was meant to transform how businesses engage with customers, automate processes and scale efficiently. Companies invested heavily…
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
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…
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
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
Empowering Retail Performance with Human-Centric Technology
Recently I had the pleasure of sitting down with Scott Devlin, Chief Information Officer at The Vitamin Shoppe…
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
The Loyalty of Black Friday
Half of U.S. Consumers Will Remain Loyal to Brands They Purchase From During Black Friday The annual Black…
Bridging the CX Gap: Aligning Intentions with Consumer Realities
Can the gap between what CX professionals aim to achieve and what consumers actually experience be bridged? Join…
Balancing Efficiency and Satisfaction in Customer Service
We get into the nitty-gritty of measuring customer service success. In our latest episode of Customerland, Dr. Ori…
Navigating Leadership Challenges in Customer Success
What if you could transform your business operations and customer success strategy simultaneously? Join us as we sit…
Decoding Female Shopper Dynamics: Insights from the SheShops Report
In this episode of Customerland, we explore the newly released SheShops Report, which sheds light on the significant…
The Journey to Authentic Allyship Between People and Brands
Its a good moment to remind brands and the people who run them that genuine support - allyship - is more than just a June activity.
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.…
Unraveling the Emotional Threads of Customer Satisfaction
Ever had a service interaction that left you genuinely frustrated? In this episode, we sit down with John…
Getting to Better Customer Algorithms
The key to unlocking customer engagement lies in understanding that while algorithms can guide you, it’s the human…
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.…
Building Consumer Confidence in the Era of Digital Identities
Join me as we dive into the digital transformation with Haider Iqbal from Thales (like “Alice”). Haider will…
Beyond Demographics: The Latino/Latinx/Latine Debate
Not a day goes by when a client doesn’t ask us to opinionate about whether they should use…
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.
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…
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…
Travel Loyalty in an Age of Value
iSeatz 2024 Loyalty Trends Report: What consumers value most in their loyalty program is saving money on travel.…
February 19, 2024
How SMBs Can Enhance Customer Experience Through Strategic AI
“AI is ramping up the customer experience by creating personalized content by leveraging data-driven insights and adaptive algorithms.”…
February 8, 2024
5 CX Horizon Trends to Harness Today
The customer experience (CX) industry is facing a perfect storm: constantly evolving technology, the explosive growth of AI,…
December 8, 2023
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…
Decoding the 2024 Retail Consumer Psyche
A survey of surveys. In 2024, the consumer landscape is undergoing a remarkable transformation. Shaped by a confluence…
Retail CX has an EX Problem
Unravel the essential connection between employee and customer experience in retail and you’re more than halfway there. Customer…
The Employee is Always Right
“The customer is king”, we’ve all heard it and know what it means. But a king is nothing…
Open Banking and the Future of Rewards
Ever wondered how the world of open banking is revolutionizing rewards and incentives? Join me and open banking…
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…
Having the Right Strategy is Hard
Executing It is Harder. My twenty years at Grey Advertising were priceless in teaching me what have turned out to…
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,…
Experience Architecture: The Secret Sauce of Effective Customer Engagement
Ever wondered how a company can craft a customer experience that feels not just personalized, but completely holistic…
Passikoff: The Path to Brand Enlightenment
Buddha believed, “Everything connects to everything else.” It’s a good philosophy to follow. In life and business. More-particularly,…
At the Intersection of AI and CX
Nitin Badjatia is the Senior Vice President of SAP CX Solution Management. In this conversation, Nitin walks us…
September 20, 2023
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
Why a Holistic Approach to Podcasting Drives Better Brand Value
Podcasting has experienced tremendous growth in recent years, transitioning from hobbyist outlets to mass media darling. Major brands…
September 14, 2023
Exploring the Next Frontier of Retail
Welcome to the world of loyalty marketing, where data drives decisions and personalization is key. In this episode,…
September 6, 2023
The Acquisition Algorithm: A Formula for Better Customer Loyalty
Personalized loyalty has the potential to drive customer lifetime value (CLV) in a significant way, but to do…
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
The Marketer’s Guide to Implementing a CDP
Marketing leaders already know that Customer Data Platforms (CDPs) can provide a big step forward for brands. CDPs…
Capillary Technologies: Pushing Boundaries in Loyalty & Customer Engagement
Founded in 2012, Capillary Technologies has been at the forefront of revolutionizing the loyalty and customer experience landscape. Established in…
Exploring the 2023 State of Customer Experience Report
What if you could understand the key to customer loyalty, employee retention, and an impressive customer experience? We…
Creating Sustainable Loyalty in the Age of Climate Consciousness
Can sustainable customer loyalty truly exist in the airline industry? Join us for a captivating conversation with a…
