Latest Posts
Genesys Expanding – A conversation with Elcenora Martinez, Global VP at Genesys
Elcenora Martinez, Global Vice President of AI and Cloud Product Marketing at Genesys, talks about their recent acquisition…
Building Loyalty from the Ground Up: Jenn McMillen and TheCustomer
Jenn McMillen provides prescient guidance for marketers who are tasked with building loyalty programs in today's changing and complex marketplace.
The 2022 Loyalty Leaders with Robert Passikoff
This isn't the popularity contest. It's a measure of how well these brands are meeting expectations within a category.
Optimizing Machine Learning to Create a Better Customer Experience
"If you can source your feature data in that kind of a way...I think you can do a really nice, strong job of completing that machine learning puzzle without having to resort to tracking cookies."
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Finding (and Hitting) the Moving Target of E-Commerce Customer Expectations
"The third generation of commerce is all about headless. What does that mean? It's the opportunity to provide capability without being prescriptive as to what the customers experience needs to look like."
Integrating Customer Insights to Help Reduce Churn: A Conversation with Christian Wettre of SugarCRM
Change is happening faster. That means customer churn is happening faster if the organization is not prepared for that. So, speed kills unless you're prepared for it.
Overcoming the Coming Data Identity Challenges: A conversation with Charlie Swift, EVP of Adstra
"Ultimately, I go back to that idea that if you start with the individual then you can provide a light on what information you have of an individual...so that really makes it a lot easier to be compliant because the person is what's initiates the request to be compliant in a certain form."
Tugce Bulut, CEO of Streetbees – The Future of Realtime Consumer Research
We sat down with Streetbees co-founder and CEO, Tugce Bulut about Streetbees‘ unique approach to realtime consumer research,…
Highlights from the NielsenIQ Retail and Consumer Outlook
On the heels of the release of the NielsenIQ E-commerce Snapshot Report, we sat down with Harvey Ma,…
Is Immersive E-commerce Finally Here?
Aaron Day is CEO of Amaze and presides over a company with a suite of tools that are…
Fit for the Future of Retail
We sat down recently with Abhishek Gupta, who is Chief Customer officer at CleverTap. And if you’re not…
Conversations with TheCustomer: Executing Great CX
Nicole Kealey of Alida, and Alan Weber of IDC talk with us about some of the bigger challenges to executing great CX.
Forecasting a Complex Holiday Season – Brian Walker, Bloomreach
Brian Walker is Chief Strategy Officer at Bloomreach which, if you’re not familiar, powers something like 25% of…
CSG’s Giant Leap: A conversation with Alfred Binford and Yogen Patel
We sat down with Alfred Binford, President of Customer Engagement Solutions at CSG, and Yogen Patel, VP of…
Shifting Lanes in Everyday Spend: a Conversation with Steve O’Toole of Stuzo
"Everything we've talked about up till now in the conversation and everything we're going to talk about, is what are we doing to deliver the outcomes for customers. Because when those are right then everything else follows behind it."
Leading Brands into Holistic CX: A conversation with Alfred Binford and Mark Smith of CSG
"This (CX) has become a much bigger discipline - it spans the whole business. Marketing are interested in it. Customer service is interested in it. Sales is interested in it. Loyalty is interested in it - so it really spans all aspects of the business which is why it's a board level, C level initiative now."
Flipping the Script on Customer Data: Dr. Don Vaughn of Invisibly
Invisibly just announced what might be the first fully scalable platform that lets consumers make money on their customer data. The platform, which is currently in beta, will match fully-permissioned customer data sources with brands.
The State of the Customer Journey: Mark Smith, CEO of Kitewheel
Kitewheel's recent report, The State of the Customer Journey, 2021, is based on an analysis of more than a billion data points from the past year.
What Sets CX Leaders Apart: Steve Offsey of Pointillist
On the heels of their recent report, "State of Customer Journey Management and CX Measurement" Steve Offsey, VP Marketing at Pointillist, recently sat down with TheCustomer to talk about their insights, what sets CX leaders apart, and how high-performing organizations are managing complex CX undertakings.
Conversations with TheCustomer: Elissa Moses, CEO of BrainGroup Global
Consumer research has come a long way over the past decade but particularly so over the past year…
Straightening the Path to Digital Transformation: Chris Kronenthal of FreedomPay
"I think they finally understood what those in the service industry understood, which is it's actually this horizontal journey."
CRMC & TheCustomer: Sue Lee, Estee Lauder North America
In this Conversation with TheCustomer, Devon Wylie and I sit down with Sue Lee, Executive Director, Corporate CRM & Consumer Analytics for North America at Estee Lauder.
Conversations with TheCustomer: Don Vaughn, Head of Product at Invisibly
Dr. Don Vaughn is head of product for Invisibly and has a lot to say about the state of market research and where/how marketers are learning to gather accurate, actionable consumer insights.
TheCustomer News – Episode 15
In Episode 15 of TheCustomer News, Rafer & company highlight the latest news & issues affecting customer engagement,…
TheCustomer News – Episode 14
In this episode of TheCustomer News, Rafer and guests cover the headlines affecting the customer engagement spaces and…
TheCustomer News – Episode 13
In TheCustomer News, episode 13, Rafer and guests cover the latest headlines and follow with a robust roundtable…
TheCustomer News – Episode 13
In TheCustomer News, episode 13, Rafer and guests cover the latest headlines and follow with a robust roundtable…
TheCustomer News – Episode 12
In this installment of TheCustomer News, Rafer and his guests tackle the latest customer engagement headlines. CX…
Best of: TheCustomer Roundtable Roundup
What happens when you put 5 (or 6) Customer Engagement Pros together in the same room? We call…
TheCustomer News – Episode 10
In episode 10 of TheCustomer News, Rafer and guests tackle the latest headlines: Net Promoter Score Fading…
TheCustomer News – Ep 9
In Episode 9 of TheCustomer News, Rafer and guests tackle the latest attempt at national data privacy legislation,…
TheCustomer News – Episode 8
In episode 8 of TheCustomer News, Rafer and guests tackle the latest headlines, plus an exclusive interview with…
TheCustomer News – Episode 7
In TheCustomer News Episode 7, Rafer and guests tackle: Fashion Fallout – How COVID forever changed the fashion…
TheCustomer News – Episode 6
In TheCustomer News Episode 6, Rafer Weigel and his guests (Chris McGreal, Co-Founder at Cordial and Carl Doty,…
Conversations with TheCustomer: Kyle Ferguson, CEO of Confirmit
In early January of this year, CX insights company, Confirmit, announced a pending merger with FocusVision. While both…
TheCustomer News – Episode 5
In Episode 5 of TheCustomer News, Rafer & company go beyond the news cycle to talk through what…
TheCustomer News – Episode 4
In episode 4 of TheCustomer News, Rafer and guests cover the broad headlines in customer strategy: Restaurant Loyalty…
Conversations with TheCustomer: Riaz Raihan, President of Alida: Ai in CX
In this installment of Conversations with TheCustomer, we sit down with Riaz Raihan, President of Alida, to talk…
TheCustomer News – Episode 3
In episode 3 of TheCustomer News, Rafer and guests add some customer context to the latest headlines affecting…
TheCustomer News – Episode 2
Rafer Weigel and team have produced another episode of TheCustomer News where we dig into the latest headlines…
Conversations with TheCustomer: Chuck Ehredt on 2021 Top Loyalty Trends
Brands that are not already well along the journey, implied by the loyalty trends for 2021, are increasingly frustrating their customers.
Conversations with TheCustomer: Tim Myers on Making Enterprise Transformation Actually Work
Tim has a long history of "fixing" broken processes, systems - even entire companies and brings both perspective and insight into the understanding of, the goal-setting for, and the implementation of large enterprise transformation initiatives.
Conversations with TheCustomer: Matt Johnson & Prince Ghuman, founders of PopNeuro
Johnson and Ghuman are founders of "PopNeuro - a Neuromarketing Blog for the masses". You gotta love a website that opens with "A Neuroscientist and a Marketer Walk Into A Bar..."
Building Value and Disrupting CX: Ross Wainwright, CEO of Alida
Ross Wainwright, the recently appointed CEO of Alida, talks about what it takes to disrupt CX - particularly in a space that is as crowded as it is.
Measuring & Leveraging Brand Loyalty
If you thought that brand loyalty was an esoteric measure of how customers "feel" about certain products, then you only had a very small view of the importance of these metrics and the breadth of the ways they can be used.
Changing the World of Customer Data: Michael Fisher, CEO at 3radical
I had a chance to sit down with Michael Fisher, who recently became CEO at 3radical, and talk about where he sees the future of customer data and where he sees 3radical fitting into that new landscape.
Designing for Customer Wellbeing: a Conversation Andrew Hogan, Principal Analyst at Forrester
Andrew is a Principal Analyst at Forrester focusing on their CX practice, but his writings betray an affinity for design and designing for customer wellbeing.
Conversations with TheCustomer: Jake Kiser, CCO at Stuzo
To understand the journey of Belly to Hatch to, now Stuzo, is to understand the maturation of the loyalty industry in a microcosm.
Conversations with TheCustomer: Robert Passikoff on Measuring Patriotic Brands
Earlier this month we published the findings from the 18th annual "Most Patriotic Brands" survey as compiled by Brand Keys.
Conversations with TheCustomer: Chuck Ehredt, CEO of Currency Alliance
What should you be asking of your Loyalty Program? Chuck Ehredt, CEO of Currency Alliance, came into the…