Month: January 2025

‘Duh’ was a common phase when I was an adolescent.  Kids used it in a not-so-nice way to let the other person know that what they were stating was obvious.  In all of my years in customer experience management, it never occurred to me to…

Brands are perpetually in search of innovative ways to enhance customer engagement and drive loyalty. One often-overlooked avenue is the integration of car rental services into loyalty programs.

The ability to understand and leverage data is no longer optional; it is essential. As the podcast transcript reveals, data literacy significantly enhances marketing effectiveness by enabling professionals to craft compelling narratives, optimize customer experiences, and drive strategic business decisions. By fostering a culture of data fluency, organizations can…

“Software is eating the world.” That was written over 14 years ago, back in 2011 by Marc Andreesen, and it seems like that is growing more true every day. Today we’re going to talk about the increasingly digital nature of businesses – all businesses – as well as how…

In the rapidly evolving landscape of marketing technology, the integration of artificial intelligence (AI) has emerged as a transformative force, enhancing both efficiency and personalization in marketing strategies. Let’s look at the pivotal role AI plays in revolutionizing digital experience platforms (DXPs) and addressing the challenges marketers face today.

The Agile Brand Revisited by best-selling author Greg Kihlström provides a comprehensive guide to understanding and implementing agility within your organization. Through a blend of foundational concepts, core principles, and practical strategies, you’ll discover how to transform your brand into a dynamic, customer-centric powerhouse. By embracing agility, continuous improvement,…

Generative AI is applied in the e-commerce industry for backend and customer-facing roles. In the backend role, it is used for marketing, supply chain, pricing, and content generation. For customer-facing roles, it is used for better product search, shopping assistants, and influencing customer behavior. Some popular tools are Chat…

Building brand community through belief is a powerful strategy for businesses looking to establish a loyal customer base and drive advocacy for their brand. On the podcast, Jon Davids, author of Marketing Superpowers, emphasizes the importance of identifying a unifying belief that resonates with the core customer base.

Welcome to the “BEST OF” episodes of the CX Goalkeeper Podcast. In this replay, we’re thrilled to have Alex Mead, a trailblazer in the CX field, share his invaluable insights. Get ready to uncover the essence of genuine customer service and leadership…

As we move into 2025, are your hiring strategies aligned with the realities of the marketing job market, or are you basing decisions on outdated assumptions? Joining me today is Sue Keith, Corporate Vice President at Landrum Talent Solutions. With deep expertise in navigating complex labor markets, Sue has…