Latest Posts
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…
Rewriting the Math of CX
My conversation with Ken Lain, Senior Vice President and Head of CX, Customer Service and Operations at Verizon…
The Emotional P&L of Flying
Why Airlines Keep Losing Trust – and What That Reveals About Us When we looked at thousands of…
When Research Finally Meets Reality
What SightX and ZS Are Really Solving Insights professionals are skeptics by design. When your work is picked…
The Emotional P&L of Food Delivery
It turns out that food delivery’s bottom line is less about speed and more about trust. Food delivery…
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…
Do Consumer Expectations Even Matter?
Every brand executive will tell you that they are “committed to meeting and exceeding customer expectations.” It’s the…
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…
The KPI No One Owns
(And What It’s Costing You ) Every team has its scoreboard.Sales has quota attainment. Marketing has leads. Ops…
August 14, 2025
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 AI Revolution Isn’t Efficiency – It’s Understanding
A conversation with Resonate CEO, Bryan Gernert The pace of AI-driven change in business isn’t just fast –…
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…
Can Pega’s AI Strategy Redefine Enterprise Transformation?
A Look at Pega’s Blueprint, Agentic Fabric, and the Push for Scalable Change At PegaWorld 2025, the company…
June 3, 2025
Enhancing CX Through Strategic Experimentation
Experimentation methods are critical for enhancing Customer Experience (CX) programs by validating hypotheses, identifying improvement areas, and ensuring…
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…
Matching Your Marketing Content to Your Prospect’s Buying Process
Only your own marketing data can help you understand where you may have gaps to fill. The most…
March 31, 2025
Beyond Price: The Untapped Value of Eco-Conscious Shoppers
The landscape of consumer loyalty is rapidly evolving, with sustainability and health consciousness emerging as powerful drivers of…
March 12, 2025
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…
