Month: March 2024

The role of the Chief Technology Officer (CTO) and Chief Product Officer (CPO) has evolved significantly over the years, particularly in terms of their focus on the customer experience.

Today, Optimove announced its 2024 Consumer Perspective on AI-Driven Brand Marketing Report. In it, consumers reveal surprising answers about how AI is used to market to them.  

Recorded live at eTail Palm Springs in Palm Spring, CA. We are talking about all things retail, e-commerce, AI, and more. My guests today can talk about all of this and we’re going to talk specifically about the importance of getting better insights…

Customer feedback is crucial in today’s business landscape. It provides organizations with valuable insights into their customers’ experiences, allowing them to identify areas for improvement and make informed decisions. In a podcast transcript, the importance of customer feedback is highlighted through examples from different industries.

Joe Pine is on my Mount Rushmore of Customer Experience. He shares the exact moment, quite by accident, that the concept of “experience” as the next economy after the service economy was hatched. In 2020 Mr. Pine and his partner James H. Gilmore re-released in hardcover The Experience Economy:…

When developing your CX roadmap, your Key Stakeholder Map should go way beyond a list of key stakeholders and their degree of influence.  It should include any gap that you have from a trustworthiness standpoint.  And it should include a strategy of how to close that gap – in…

Adobe announced GenStudio, a generative AI-first product for marketing teams that allows planning, creation, management, and activation across apps and publishers. The product is coming soon, but was announced at the annual Adobe Summit.

Loyalty is essential for success in today’s retail industry. In the interview with Sarah Jarvis from Eagle Eye Solutions, they discuss the importance of loyalty programs and customer engagement in driving sales and maintaining a competitive edge.

As companies continue to boast AI investments, marketers are struggling to keep up, according to a recent report from customer engagement platform Braze, which finds that less than 50% of marketers are using or intend to use AI in their everyday…

These days, where customers have more options and higher expectations than ever before, optimizing and personalizing customer touchpoints has become crucial for businesses.