Latest Posts
Cust2Mate’s Smart Cart Strategy Moves From Pilots to Scale
Cust2Mate’s recent $25M order from Latin America marks more than just a sales milestone – it signals a…
Quick-Take: Why Lone View’s Bet on Jumpmind Matters
The strategic investment by Lone View Capital into Jumpmind is more than a routine private equity deal –…
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…
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 Architecture of Signal
Clarity is underrated – not because people don’t value it, but because most teams have stopped expecting it.…
From Hype to Habit: How Pega Is Using AI to Scale Empathy, Creativity, and Control
Two leaders from Pega show how marketing and operations are being reshaped by AI – not just through…
PegaWorld 2025 Recap: Agentic AI Goes Operational
Pega used its annual PegaWorld conference this year not just to evangelize the future of agentic AI but…
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:…
Unlocking Intelligent Data Activation with an Audience Management Platform
Growth starts with better data. And third-party data enrichment is the key to unleashing its full potential. By…
Loyalty Programs That Actually Work: A SAP CX Perspective
What Today’s Loyalty Programs Get Right—and Where They’re Still Falling Short Loyalty isn’t what it used to be—and…
The Technological Renaissance of Coalition Loyalty Programs
Coalition loyalty programs are experiencing a significant revival, albeit with contemporary modifications that address the shortcomings of their…
March 17, 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 Marketing with Empathy and AI
Tara DeZao, Product Marketing Director for AdTech and MarTech at Pega, joins us to unravel the complexities of…
The Larger the LLM, the Less Reliable it Becomes
Newer, larger LLMs are more likely to produce inaccurate answers while projecting confidence, even when faced with relatively…
October 7, 2024
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.
Mid-2024 CDP Update – Is Yours Keeping Up?
Customer Data Platforms (CDPs) have undergone a dramatic transformation in recent years, evolving into indispensable tools that drive…
June 3, 2024
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…
When to Upgrade Your Retail Technology
From our ongoing discussions with both retail technology providers and users, here are some of the top considerations…
The Insider’s Scoop on CES 2024: Walking and Talking with Marketers
CES is always a convergence of innovation, bringing together some of the brightest minds in technology from around…
January 22, 2024
The Retail Technology Imperatives for 2024
Companies who embrace these retail technology imperatives will set the benchmark for excellence in the years to come.…
December 12, 2023
Headless CMS as a Capability Not a Strategy
Arc XP’s Matt Monahan explains what goes into success with a headless CMS.
November 24, 2023
Spencer Kaiboom on Building Pollen and Revolutionizing Retail
Hear how Pollen is revolutionizing the retail industry by integrating technology to create efficiencies among existing middle-mile companies.…
Passikoff: Smartphoning It In
Just to be clear, I did not ‘phone in’ this column. (Cue rim shot) I emailed it! Little…
October 23, 2023
Navigating Customer Engagement in the Age of CDPs and Generative AI
“I think what we found is that the value of solving that sort of core data, foundational CDPs…
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…
3 of the 5 AI new unicorns in Q1 were generative AI companies
Three of the new entrants to the unicorn club were generative AI companies, which is a signal that…
June 22, 2023
Digital Experiences Prevail, Even in Unexpected Industries
Before the COVID-19 pandemic, customers expected to walk into a physical location for many of their needs, whether…
How to Deliver (and Improve) the Connected Customer Experience
Learn the basics of the connected customer experience and five strategies you can use to deliver omnichannel experiences…
How to Get the Right Data to the Right People On-time
Vast amounts of customer data have provided marketers with an opportunity to understand consumers like never before. But…
The Slam Dunk of Adidas Metaverse Marketing
Editor’s note: E.B. Moss has a habit of finding the people who are operating at that moment just…
Realizing the Value of Composable Architecture
Companies are moving to composable applications for performance and best-of-breed features, but without proper design they can be…
4 Digital Transformation Trends To Pay Attention To
The pandemic propelled many businesses to adopt digital technologies faster than ever before. While the immediate rush to…
April 27, 2023
Website Updates That Actually Improve Your Website Marketing
Too often, we see marketers and business owners embark on a website update or overhaul for all the…
Understanding and Evaluating Data Product Owners
A data product owner is a pivotal member of an agile team. By representing the end user’s best interests…
Customerland Ep 7 – Innovating in Retail Managed Services
Mike Tippets is VP of Enterprise Marketing at Hughes Network Systems. We had the pleasure of meeting with…
Amazon’s Alexa? Google’s Nest? What’s The Value of This Technology?
Recent news articles are telling us that the world of the voice assistant is struggling – with the…
Augmented Reality- What Marketers Need to Know Now
Marketers need to come to grips with the fast evolving digital world – augmented reality, virtual reality, mixed…
Why Invest in CX Technology During Economic Uncertainty?
Higher CX technology spending correlates with success in revenue, costs, customer satisfaction, and employee productivity, according to Metrigy’s…
Making Media Sustainably Good
“Just as you measure media success, measure your success in sustainability.” Kirk McDonald, CEO of GroupM North America and…
Bringing Back CX Basics- Why New Tech Doesn’t Always Mean Better
As the Director of Experience Architecture at Whereoware, Nate Ginesi leads a talented team of designers and experience…
How Not to Train Your AI
“A cat and a dog pooping on a book that is pink.” Sure, maybe it wasn’t the best…
December 15, 2022
New Customer Behaviours and Upcoming Trends in the Retail Industry
The retail industry is currently undergoing enormous changes. Many factors play a role, the biggest one being the steady implementation of new technology.
Level Up Your Sales Reps’ Performance With Conversation Intelligence
With AI-powered conversation intelligence technology, sales professionals can access real-time insights and coaching to improve their sales performance without sacrificing the personalized experiences customers crave.
November 16, 2022
Hybrid Cloud: 5 Ways it can Improve the Customer Experience
As you develop your organization's cloud strategy, consider an experts' insight on the advantages of the hybrid cloud.
October 21, 2022
What Could You Do with Realtime Competitive Intelligence?
Back by popular demand! We’re showcasing the best of TheCustomer, featuring the most popular articles from the past…
The 2022 Customer Engagement Technology Buyers Guide
The guide identifies 14 Best-in-Class technologies from across a broad spectrum of categories, verticals and disciplines. It represents the tip of the iceberg in terms of the number of technologies available and what we feel are the cream of the crop in terms of the quality of their offerings.
Qvalon: Ensuring Retail Operational Excellence
How much money is lost every year to in-store operational inefficiencies?
February 16, 2022
What to Ask when Selecting an Audience Engagement Solutions Provider
Audience engagement mechanics should not only use existing customer data to recognize and personalize each individual engagement journey, they should also gather that Earned Data in real-time and adapt each repeat visit accordingly.
Perfecting Live Presentations Even When Your Tech is FUBAR
At 10 seconds before going live, one of the three panelists was still, to use another military acronym, MIA; despite a good tech prep she couldn’t connect to this new non-Zoom platform on the day of.
November 30, 2020
Don’t Leave Your Enterprise Transformation to Chance
Don't leave change to chance. Transformational initiatives are enterprise initiatives and require a significant amount of bandwidth to be successful.
October 28, 2020
