Latest Posts
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…
New Traceability Tools Are Transforming the Fight Against Supply Chain Human Rights Abuses
Governments worldwide are tightening regulations to combat forced labor, child exploitation, and environmental abuses, demanding that companies take…
How Brands are Maximizing Super Bowl Ad ROI
Think: Real-Time Data and AI As Super Bowl LIX approaches, retailers face a critical challenge: converting a $8…
Empowering Marketers with Innovation and AI at Constant Contact
In a world where technology keeps advancing at a dizzying pace, small businesses are often left grappling with…
Retail Media’s Rapid Growth Faces Familiar Challenges
The retail media landscape continues to grow at a breakneck pace, with brands increasingly shifting their budgets toward…
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…
Unlocking the Next Evolution of Travel Rewards
The landscape of travel loyalty programs continues to evolve, shaped by shifting consumer behaviors, technological advances, and strategic…
Big Changes in the Ways We Interact with Brands – the 2025 CLEI Results
In today’s fast-paced market, understanding brand loyalty is no longer just a matter of measuring customer satisfaction; it…
Game Changer: The FCC’s 1:1 Consent Rule Overturned – What It Means for Marketing
In a landmark decision that’s reverberating through the marketing and communications industry, the Eleventh Circuit Court has vacated…
Decoding the 2025 Brand Loyalty Engagement Index
The 2025 Brand Loyalty Engagement Index (CLEI), released by Brand Keys, delivers a detailed snapshot of how consumer…
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…
The Annual Marketing Mulligan
Taking a moment to think about the foundations of your marketing can provide context as well as guidance…
Redefining Loyalty Programs Through Purpose and Sustainability
Can the evolving expectations of Gen Z redefine the way brands approach consumer loyalty and sustainability? This week,…
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…
Decoding Gen Z Loyalty and Engagement
Editor’s Note: This was one of the most fascinating – and instructive – conversations in recent memory. I…
Passikoff: Getting 100 on the Brand Test
Think about the number 100. What comes to mind? Completeness? Totality? Your perfect score on that spelling test…
What Travel Brands Must Do to Win Over Gen Z
The travel industry is at a crossroads. By 2030, Gen Z’s purchasing power is expected to reach $12…
Ensuring System Resilience in the Rapidly Evolving World of Digital Payments
In recent years, digital payment methods have rapidly overtaken traditional cash transactions in major global economies, reflecting shifts…
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…
Customer Communication Strategies for 2025
Sarah Jordan is CMO at Constant Contact and as such, has a unique perspective on the trends and…
The Hidden Gold in Sustainable Rewards Programs
The season of abundance typically delivers a surge for retailers, but new research shows they may be overlooking…
Your End-of-Year Marketing Perspective
Last month, I shared some of our experience gathering feedback on a new lead magnet we’ve created for…
Navigating AI-Driven Loyalty Shifts
In this episode of Customerland, Erin Raese, CRO at Annex Cloud, shares her expertise on the changing nature of…
2025: The Year Causal AI Revolutionizes Decision-Making
As we move into 2025, artificial intelligence is poised to make some of its most significant leaps yet.…
2025 Payments Outlook
As Worldline is the 4th largest payment processor in the world, the company is in a unique position…
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…
The Rise (and Further Rise) of Commerce Media Networks
In this episode of Customerland, we sit down with Eric Brackmann, VP of Commerce Media at Koddi, to…
Getting Your Head Around the Customer Compliance Landscape
The regulatory landscape governing customer engagement has never been more complex. As consumers demand transparency, control, and fairness…
Brand Authenticity: Countering Greenwashing
According to Kantar, 67 percent of consumers worry that brands engage in social issues only for commercial reasons. And in…
Retailers’ Guide to the Upcoming Circular Economy Mandate
In the latest episode, we dive into one of the most important regulatory developments in years: the European…
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…
Pioneering Payment Strategies for Europe’s Marketplace Leaders
In this episode, we sit down with Marc-Henri Desportes, CEO of Worldline, and Richard Straver, founder of OPP,…
From Convenience to Connection: Car Rentals Growing Loyalty
Loyalty programs are everywhere—but loyalty itself is increasingly rare. As consumers face a barrage of choices, traditional programs…
Defining Your Target Audience – It’s the Details That Matter
We’ve been working on a lead magnet for ourselves recently, and in the past few weeks we’ve shared…
Reimagining Marketing with Empathy and AI
Tara DeZao, Product Marketing Director for AdTech and MarTech at Pega, joins us to unravel the complexities of…
Charting SMBs Path to Winning this Holiday Season
The holiday season is a critical time for small businesses (SMBs). For many, it’s a major revenue driver,…
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…
Passikoff: The Dangers of the Human Brand
Have you had your 15 minutes of fame? I was referencing the cultural idiom, “In the future everyone…
Getting to Genuine Personalization with Gen AI
For years, achieving true personalization in marketing has been an elusive goal. While marketers have strived to deliver…
Seeking Long-Term Loyalty: Evolving Loyalty Technology for Financial Institutions
Endearing customer loyalty is critical for businesses of every stripe, but for financial institutions, long-term customer loyalty is…
Empowering Non-Tech Users with AI Solutions
In this episode of the podcast, we explore the evolving role of AI in transforming business operations, particularly…
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 –…
Your Data Illiteracy is Killing Your Decision-Making
Big data and business analytics have become a booming industry. Between 2015 and 2022, the global big data…
The Perils of Marketing on Auto-Pilot
Pumpkin spice anything, anyone? I mean, it’s that time of year, so we better trot out our fall…
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…
Passikoff: The (Actual) Trends Brands Should Pay Attention To
It was W. Edwards Deming, statistician, researcher, professor, and author, who said, “Without data, you’re just another person…
How to Use First-Party Data to Boost Fan Engagement
Nowhere is the old cliche “business is about relationships” truer than sports. For many fans, their relationships with…