Latest Posts
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…
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
Enhancing Operations and Experience: How Trek and SOTI Innovate with Mobility Solutions
The partnership between SOTI, a global leader in mobility management, and Trek Bikes, a renowned manufacturer and distributor…
January 27, 2025
Beyond NPS: Why Customer Feedback Needs a 360-Degree Revolution
Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and…
CX 2025: The Year of Radical Transparency and Adaptability
As we step into 2025, the customer experience (CX) landscape is bracing for seismic shifts that will redefine…
January 17, 2025
AI-Driven Solutions for Modern Customer Challenges
What if you could revolutionize customer interaction with cutting-edge technology and enhance loyalty like never before? Join us…
2025 Predictions for the Travel & Hospitality Industry
As we approach 2025, Ana Vergara, Vice President of Client Solutions at Teleperformance, outlines her predictions for how advanced AI…
December 13, 2024
Verint’s CX/EX Scoring Bot Could be a Game-Changer for Contact Centers
Verint has upped the ante with its new CX/EX Scoring Bot. This AI-powered tool promises to deliver real-time…
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)…
The Thanksgiving Effect Might Just Make Us Better Merchants
I love Thanksgiving. It’s the one holiday that calls us to pause, reflect, and genuinely connect with others—free…
3 Big Reasons Why You Need to Be Focusing on Experience Design Right Now
When we think about what makes certain brands unforgettable, it’s not just the products or services themselves—it’s how…
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…
Deus Ex Marketer: What it Takes to Orchestrate Customer-Centricity in a Data-Driven World
Editor’s Note: This piece has been marinating in the backwashes of my brain for a long time –…
Bridging Physical and Digital with Cutting-Edge Strategies
What kind of music do you most like shopping to? Believe it or not, there’s a science to…
October 30, 2024
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
Beyond the AI Hype: Unlocking Real Value in CX
Artificial Intelligence (AI) is fast becoming a foundational element for delivering the empathetic, personalized experiences that today’s customers…
October 22, 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
As CX Satisfaction Plummets, How Should Businesses Respond?
Businesses are struggling to connect with customers in the age of AI, and CX scores are showing it. …
October 7, 2024
Breaking Loyalty – Part 1: Unraveling the Loyalty Crisis
What if the loyalty programs you rely on are actually failing you? Join me and loyalty expert Mike…
October 2, 2024
AI is Changing Everything: Key Takeaways from Verint Engage 24
Artificial Intelligence (AI) continues to reshape the customer experience (CX) landscape, with real-world applications now delivering measurable business…
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…
Harnessing Customer Satisfaction for Organic Growth
Join us for an insightful conversation with Lynn Daniel, founder of the Daniel Group, as he shares his journey…
Voice Needs to be Part of the Digital CX – Not the Legacy Annoyance
Unless brands fully integrate voice into customer journeys, it’s hard to claim that they provide a fully joined-up customer experience.
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…
CX vs XD: What Does CX Even Mean Anymore?
With deference and respect to our colleagues who operate in the customer service space, you seem to have…
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…
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…
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…
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.…
Snack50 Consumer Shifts + news from PegaWorld
Today something a little different. First I sat down with Hunter Thurman, who’s founder and CEO of Alpha…
Redefining Enterprise Efficiency with Kore AI’s Advances
What if you could revolutionize customer service and employee productivity with cutting-edge AI technology? In this episode of…
Transforming Commerce with Unified Data Solutions
Curious about the future of commerce in a world where digital and physical blend seamlessly? Join us as…
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…
How AI Is Changing the Returns Experience
Nobody likes returns. They’re expensive for ecommerce retailers, a vector for fraud, and an environmental mess. Unfortunately, returns…
Transforming Traditional Rewards into Community-Driven Loyalty
In this episode of our podcast, we sit down with Andy Hermo, the newly appointed Chief Operating Officer…
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.…
Shopping Reinvented: The Data-Driven Smart Cart Revolution is Here
I recently had a conversation with Yaniv Zuckerman from Cust2Mate about the transformative impact of technology on retail…
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…
AI at the Heart of Enterprise Communication
In this episode of Customerland, we sit down with Josh Feast, CEO and co-founder of Cogito, to discuss the…
QuickTake – The Week in CX
Here’s a roundup of the latest major news items from around the world of CX. This past week…
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…
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
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.…
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…
