Latest Posts
The Post-Sale Frontier: How Connected Products Redefine Consumer Relationships
The rapid growth of connected products and increasing sustainability legal requirements have many businesses wondering where to start. While…
Enhancing CX Through Strategic Experimentation
Experimentation methods are critical for enhancing Customer Experience (CX) programs by validating hypotheses, identifying improvement areas, and ensuring…
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 CX Divide: Why Speed, Not Empathy, Is Driving the Next Generation of Customer Experience
In Verint’s latest State of Customer Experience 2025 report, a striking pattern emerges: CX expectations have not only risen—they’ve hardened.…
When Brands Out-Patriot the Government
In a year marked by economic anxiety, political division, and institutional mistrust, the most surprising finding from Brand…
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…
Passikoff: Loyalty Shifts
Loyalty is “interdisciplinary.” Meaning it involves more than one branch of knowledge. Technically I suppose the way we…
May 8, 2025
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…
What Powers the Retail Media Boom? Look Behind the Screens
Over the past decade, digital signage has undergone a quiet but profound transformation. No longer limited to static…
Your Marketing is Not Convincing Anybody of Anything
At least, it shouldn’t be trying to. That’s not what marketing is all about. Probably never was, but…
May 1, 2025
How Composable CDPs Are Transforming Retail Media Networks
Navigating Retail Media’s Growing Pains: What Hightouch’s Moves Signal About the Future The expansion of retail media is…
AI Without Blind Spots: What Marketers Still Need to Watch For
AI is transforming how we work—from how we generate content to how we target, personalize and optimize at…
April 29, 2025
15 Must-Have Contact Center Capabilities
Without question, the contact center has become an integral part of the modern business. It’s where brands manage…
April 28, 2025
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…
Beyond Headless: The Journey to Joyful Content Management
The evolution of content management systems has been a slow and often painful journey. Many of today’s most…
April 23, 2025
The Digital Product Passport Era Begins: Q&A with Megan Brewster of Impinj
Q&A with Megan Brewster, Impinj Put simply, the Ecodesign for Sustainable Products Regulation (ESPR) is the legal framework…
Maximizing Outcomes with Integrated Customer Success and Experience Metrics
“From my experience working with technology companies—especially in B2B settings—the benefits of combining Customer Success and Customer Experience metrics are immense.” What…
Is It Time for CustomerOps?
Think about how much customer expectations have changed in the past few years. It’s not just that people…
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
What CX Is Actually Worth — And Why We’re Measuring It Wrong
We’re increasingly asked to justify CX investments not just on “how they feel,” but on what they contribute. Most…
April 11, 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…
Passikoff: On Brands and Politics
“Politics makes strange bedfellows.” That’s an 1870 quote from American journalist, Charles Dudley Warner. At the time he…
April 8, 2025
AI in Hiring 2025: Key Insights & Trends
AI in hiring has officially moved from experimentation to necessary integration. But what does that actually mean for…
Human Experience Excellence: A Transformation Story
The Power of Integrated Experience Management Organizations create magnificent individual experiences while simultaneously sabotaging their overall impact. The…
This Earth Day, Fast Fashion Faces a Reckoning
Forever 21 was once the crown jewel of fast fashion—celebrated for its trend-chasing, affordability, and the thrill of…
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…
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
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…
AI and the New Retail Standard: What Shoppers Now Expect and How Retailers Must Respond
Based on a Q&A with Ed Durbin, VP & GM of Global Industry Strategy for Retail and Consumer…
March 26, 2025
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…
Adapting and Innovating with Technology and Customer-Focused Marketing
Social media may dominate the marketing space for new businesses, but there’s a growing trend toward diversifying strategies.…
March 24, 2025
The Future of Customer Service: Balancing AI and Human Touch
An Exclusive Q&A with Vinod Muthukrishnan, VP & COO, Webex Customer Experience Solutions, Cisco As AI reshapes customer…
March 20, 2025
Optimizing Grocery: AI Solutions and Future Trends
The intersection of artificial intelligence and retail is transforming how grocery stores operate, with significant implications for inventory…
Passikoff on Brand “Temperature”
The 1st Baron Kelvin who (unless you were a physics major, and I don’t count many of those among…
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
Transforming the Post-Purchase Experience in Luxury & Sustainability
The luxury industry is undergoing a seismic shift. Once defined by exclusivity, heritage, and generational ownership, luxury is…
March 12, 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
KPMG: Tariffs Impacts and Navigating Retail Uncertainty
Guidance from KPMG’s Duleep Rodrigo Economic policy decisions, particularly those related to tariffs, are among the most disruptive…
AI in Retail: From Analytics to Autonomous Decision-Making
For those of us who’ve been watching the AI revolution unfold, the shift from analytics to autonomous decision-making…
The Battle Against Martech ‘Enshittification’
Martech was meant to transform how businesses engage with customers, automate processes and scale efficiently. Companies invested heavily…
How Pega is Changing Real-Time Customer Engagement
Editor’s note: I had just come from a day with Pega and Accenture talking about some of the…
March 5, 2025
10 ways AI is Revolutionizing Customer Service in 2025
Artificial intelligence (AI) is no longer just a buzzword—it’s a game-changer in customer service. Businesses are leveraging AI…
March 3, 2025
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
Black History Month: A Moment for Brands to Reevaluate Their Commitment to Diversity
The elimination of DEI programs has many diverse and multicultural Americans concerned about the impact on which brands…
February 27, 2025
What Does it Mean to Engage with Your Prospect?
One of the things we hear over and over as marketers is that we need to engage our…
February 26, 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
Lost & Found Reimagined: How Boomerang Turns Customer Frustration into Brand Loyalty
For businesses in travel, sports, entertainment, and hospitality, the lost & found process has long been a necessary…
February 21, 2025
