Latest Posts
Passikoff: Greetings, Marketers!
Greetings, marketers, both old and newHere’s a 2025 year-end review. The best-known holiday poem is generally considered to…
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…
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
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
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…
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 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…
Real-World AI in Retail
Talkdesk Leaders Reveal What Actually Works Beyond the Hype The intersection of artificial intelligence and retail customer experience…
April 16, 2025
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…
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
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…
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 –…
Are your emotions holding you back from generative AI?
We may have gotten a bit ahead of ourselves. As generative AI rolls out in the workplace, we’re…
October 25, 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…
Can AI Really Transform Leadership and Employee Wellness?
How can AI transform your work-life balance and boost productivity? Join us as we explore this captivating topic…
September 4, 2024
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…
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…
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…
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…
QuickTake – The Week in CX
Here’s a roundup of the latest major news items from around the world of CX. This past week…
Fostering a Culture of Gratitude: The Strategic Advantage
Why the focus right now on employee experience? Why should a company, right now of all times, be…
Advanced Employee Experience: Rethinking Recognition
Progressive employee experience hinges on creating a culture where acknowledgment is as natural as complaining about Mondays. In…
January 15, 2024
