Latest Posts
Stores Aren’t Broken. But the Mental Model Might Be.
This piece is based on a recent conversation with Justine Melman, CMO at Optimum Retailing. What stood out…
Infrastructure Is the Strategy
Why Retail’s Next Advantage Won’t Look Like Software Retail has spent years talking about experience – personalization engines,…
The Best of Customerland (So Far)
This year, Customerland crossed a meaningful milestone: 53 published episodes! It’s been a year of massive shifts – AI…
December 29, 2025
Retail at the Speed of Intent
Retail has crossed a quiet but consequential threshold. Real-time decisioning is no longer a differentiator reserved for elite…
When The Cart Becomes the Channel
Why Smart Carts Mark the End of “Unmeasured” Retail A conversation with Yaniv Zukerman, CMO at Cust2Mate For…
Passikoff: Greetings, Marketers!
Greetings, marketers, both old and newHere’s a 2025 year-end review. The best-known holiday poem is generally considered to…
Unified Commerce, Real Loyalty, Actual Results
A conversation with Eagle Eye’s Jeff Baskin For decades, retail loyalty sat on top of the business like…
December 3, 2025
Fraud, Identity, and the New Economics of Trust
Digital commerce delivered on its promise of speed. What it didn’t deliver – at least not fully –…
November 26, 2025
Passikoff: ‘Tis the (really long) Season
Brands like Coca-Cola and Macy’s helped entrench Santa Claus in popular culture, and Christmas became a retail juggernaut,…
Cardlytics and the Real Economics of Commerce Media
From a conversation with Amit Gupta, CEO of Cardlytics Commerce media has quietly moved from marketing experiment to…
November 12, 2025
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…
The Emotional P&L of Food Delivery
It turns out that food delivery’s bottom line is less about speed and more about trust. Food delivery…
Clarity First, Then Velocity
A conversation with NexChapter’s Art Sebastian Retail is changing in ways that feel both sudden and overdue. For…
October 1, 2025
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…
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 –…
Do Consumer Expectations Even Matter?
Every brand executive will tell you that they are “committed to meeting and exceeding customer expectations.” It’s the…
Why Post-Purchase “Transaction Moments” Are Becoming Retail’s Next Frontier
A conversation with ROKT’s Ashley Firmstone In e-commerce, innovation often focuses on the flashy front end: discovery, targeting,…
Retail Media’s Shifting Center of Gravity
The retail media ecosystem is evolving with unusual speed, and the pace of change is beginning to outstrip…
Retention Is the New Growth Engine
A conversation with Recurly’s Lina Tonk. For two decades, the subscription economy has lived by a single mantra: acquire,…
The KPI No One Owns
(And What It’s Costing You ) Every team has its scoreboard.Sales has quota attainment. Marketing has leads. Ops…
August 14, 2025
AI in Retail Has Finally Crossed the ROI Threshold
A conversation with Matt Bertucci of Lenovo. For years, artificial intelligence in retail was a headline feature without…
August 13, 2025
Passikoff: Put the Research Down Before You Hurt Somebody
Doing do-it-yourself is hot. DIY projects have surged nearly 22% over the past five years. It makes sense…
Retail’s AI Mirage
97% of retailers say they’re all-in on AI. Only 11% are ready to scale it. Here’s what that…
Customer Retention in Uncertain Times
A conversation with Calvin Cheng, Partner at West Monroe Customer acquisition and retention have never been simple tasks…
AI’s Double Impact: From Data to Customer Insight
Lindsay Bayuk, CMO at Fullstory – on the Customerland podcast In the rush to make sense of customer behavior,…
AI With Purpose: How Retailers Are Using AI to Build Trust, Drive Personalization and Strengthen Operations
It’s AI Appreciation Day, so let’s look at where AI is delivering real value across the retail sector by Cédric Chéreau, Managing Director at Eagle…
July 16, 2025
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…
How Luxury Brands Can Make Connected Products and DPP Compliance Profitable
Luxury brands hold a unique place in the hearts and minds of consumers as they are often viewed…
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…
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…
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…
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…
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…
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…
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.…
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
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…
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
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…
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…
February 10, 2025
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…
February 4, 2025
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…
January 27, 2025
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
