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The future of customer service belongs to organizations that connect people, AI, and customer data across every interaction.
This is the story behind writing Customer Zero Case Study: Optimizely Shows AI Success Requires Operating Model Governance. When I Went Looking For Agentic Marketing, I Found A Con...
The customer data platform (CDP) category is graduating to a new phase. Marketers have unprecedented expectations for data as AI utilization explodes and marketing demands sophisti...
Four ways to incorporate customer service as a strategy in the AI era.
The businesses seeing the greatest ROI from customer experience tend to share this one characteristic.
The current environment of a competitive market is full of fast-evolving customer expectations, which makes the life of companies extremely complicated. In today’s reality, it is i...
As AI rapidly reshapes customer interactions, customer experience leaders are confronting a new challenge: how to maintain customer trust while accelerating automation. According t...
The CX message for brands matters more today than ever before. Customers have more choices and less patience for brands that aren’t committed to the customer experience. The post C...
Customers expect a single, continuous relationship with your brand. One where every interaction feels informed and connected. The post Customer insights, reimagined: The intelligen...
Customers now navigate a world where they increasingly expect to be misled, manipulated, or deceived. That raises the stakes for every AI investment organizations make.
CX is now a cross-functional discipline and the stakes for getting it wrong are higher than ever.
<p>Four actions companies can take to better understand critical cues about timing.</p>
Shopping in 2026 no longer follows a single, predictable funnel: discovery happens across dozens of scattered touchpoints, and AI helps now helps buyers narrow choices.
In these unusual circumstances, it has never been more fitting to consider the value of customer loyalty and a customer-centric Supply Chain. Not only has COVID-19 impacted a comp...
From ads on papyrus scrolls to scrolling our social feeds, marketing has been around as long as there have been things to sell. Whether it was textiles in some bustling bazaar in t...
Retailers that embrace AI-powered customer experience management today are putting themselves on the front foot to be best-placed to thrive tomorrow.
A few years ago, I wrote a blog called “The Rise of Digital Customer Experience,” in which I boldly predicted that digital customer experience (DCX) would be the most important...
Loyal, content customers are worth their weight in gold, literally; acquiring a new customer costs five to 25 times more than retaining an existing one, according to Harvard Busine...
Why poor service is driving your customers away...and how to fix It.
The SVOD (streaming video on demand) industry is abuzz about Netflix’s engagement trends and declining viewership between first and second seasons. Why? Because it points to a bigg...
Customer service isn't a cost center. Learn how great service, AI, and human support work together to increase revenue, reduce churn, and build lasting customer loyalty.
Explore five moments in the customer journey where the shift to AI is already showing up in results.
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