Latest Posts
Data Breaches and Broken Trust
Data breaches have become an unavoidable reality in today’s digital landscape. With over 2,200 cyber attacks occurring every…
What Consumer Spending Patterns Are Really Telling Us
At first glance, consumer spending data might seem like just another economic metric. A number to quote in…
Redefining Customer Experience in the Nonprofit Sector
When we think about customer experience innovation, nonprofit organizations rarely lead the conversation. Yet Unbound, an international development…
June 18, 2025
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…
How Website Analytics Grew Up – and Started Solving Real Problems
Lessons from our conversation with Dave Anderson, VP of Product Marketing at Contentsquare Every company claims to care…
When Brands Carry the Flag – What the 2025 Brand Keys Survey Really Tells Us About American Patriotism
In a year where everything seems political – and almost nothing feels unifying – consumers are still rallying…
The Art and Science of Smart Planogramming
The retail landscape is undergoing a significant transformation, with AI-powered tools revolutionizing how stores approach merchandising and customer…
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:…
The Guts of Great Customer Experiences
A Conversation with FD Giambattista Behind every polished customer experience is a mess. Not in the sense of…
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…
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…
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
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…
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.…
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…
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…
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…
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
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…
Seeing Through the Customer Lens for Enhanced Revenue
In today’s digital era, revenue operations—or RevOps—have transformed into a critical function for businesses looking to thrive amidst…
February 19, 2025
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…
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…
February 5, 2025
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…
January 29, 2025
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,…
January 22, 2025
Decoding Gen Z Loyalty and Engagement
Editor’s Note: This was one of the most fascinating – and instructive – conversations in recent memory. I…
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…
Navigating AI-Driven Loyalty Shifts
In this episode of Customerland, Erin Raese, CRO at Annex Cloud, shares her expertise on the changing nature of…
December 18, 2024
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…
December 11, 2024
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…
December 4, 2024
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,…
November 27, 2024
Reimagining Marketing with Empathy and AI
Tara DeZao, Product Marketing Director for AdTech and MarTech at Pega, joins us to unravel the complexities of…
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…
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…
November 6, 2024
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…
October 30, 2024
Harmonizing Business Goals with Customer Experience Strategies
In this episode, we sit down with Vinod Muthukrishnan, VP and COO at Webex Customer Experience, to explore…
October 23, 2024
Breaking Loyalty – Part 3: Fixing Loyalty for the Modern Age
This is the third in our 3-part Series on Breaking Loyalty. Along with Mike Ribero, an expert in…
October 16, 2024
Breaking Loyalty – Part 2: What Customers Want and What Companies Need
In Breaking Loyalty Part 2, Mike Ribero and Mike Giambattista explore the shift from traditional loyalty programs to…
October 9, 2024
Breaking Loyalty – Part 1: Unraveling the Loyalty Crisis
What if the loyalty programs you rely on are actually failing you? Join me and loyalty expert Mike…
October 2, 2024
Transforming Insights into Strategic, Actionable Storylines
In this episode, Brett Townsend, SVP of Strategy at Quester, sheds light on the critical role of storytelling…
September 25, 2024
Reimagining Travel Technology through Radical Innovation
What if the very systems that airlines rely on are the root cause of your travel hassles? Join…
September 18, 2024
Mastering Marketing Technology for Strategic Gains
Ever wondered how to transform marketing technology into an effortless experience? Join us as Mishel Justesen, DCX Principal…
September 11, 2024
Grocery Attitude Shifts Point to Some Large Opportunities on the Horizon
What if you could revolutionize your food habits to match your fast-paced life? This episode promises to reshape…
September 6, 2024
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
Impulse Buying and Brand Loyalty in Beverages
How consumer psychology is reshaping the beverage industry: Digging deep into Alpha-Diver’s Bev50 Report. How is consumer psychology…
Harnessing Customer Satisfaction for Organic Growth
Join us for an insightful conversation with Lynn Daniel, founder of the Daniel Group, as he shares his journey…
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…
The Intersection of Speed and Sustainability in Retail
Have you ever wondered why a simple purchase can turn into a logistical puzzle? Imagine buying five identical…
