Latest Posts
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 Mall Hangout Is Back
by Michael Ganci Before smartphones, social feeds and next-day delivery, the mall was more than a shopping destination.…
What If We Could Design for Emotion?
Why the next great marketing advantage may lie in the one variable we’ve never truly measured. For all…
Trust, Agents, and the Future of Work
Agentic systems don’t just automate work – they redefine where trust lives. The AI conversation is loud right now…
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…
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…
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…
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…
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…
Human Experience Excellence: A Transformation Story
The Power of Integrated Experience Management Organizations create magnificent individual experiences while simultaneously sabotaging their overall impact. The…
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…
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…
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…
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…
