Driving true business impact with social media
Social media has transcended its original purpose as a mere communication tool. With over 5.4 billion active users globally, it has become an essential component of business strategy, influencing various aspects of brand engagement, customer loyalty, and revenue generation. The misconceptions surrounding social media, particularly among C-suite executives, can…
#621: The evolving buyer’s journey with Liz Robillard and Kristin Schoenstein, WBR
eTail Palm Springs is coming up soon – February 24-27 in Palm Springs, CA, and I can’t wait – make sure to register while you still can! Today we’re going …
THE CENTER OF EXPERIENCE: A BLUEPRINT FOR CREATING THE EXPERIENCE-LED ENTERPRISE
Why You Can’t Miss This Episode In this compelling episode of the CX Goalkeeper Podcast, Greg Kihlström shares groundbreaking insights into how businesses can become experience-led enterprises. With real-world examples and a focus on innovation, Greg…
Empowering customer support with effective self-service
The expectations of customers continue to evolve, with an increasing demand for immediate and efficient responses to their inquiries. The effectiveness of customer support hinges significantly on the ability to empower customers through self-service solutions. This essay explores the critical role of self-service in enhancing customer satisfaction and operational…
Databricks is Raising $10B Series J Investment at $62B Valuation
Databricks, the Data and AI company, today announced its Series J funding. The company is raising $10 billion of expected non-dilutive financing and has completed $8.6 billion to date. This funding values Databricks at $62 billion and is led by Thrive Capital. Along with Thrive, the round is co-led by Andreessen Horowitz, DST Global, GIC,…
Declining customer feedback a growing concern for businesses
Understanding customer sentiment is more crucial than ever for businesses striving to enhance their customer experience (CX). However, recent findings from the Qualtrics 2025 Consumer Trends Report highlight a troubling trend: a significant decline in customer feedback. This phenomenon, termed the “feedback recession,” poses serious implications for organizations aiming…
Enhancing the retail experience through analytics
Enhanced retail experience through analytics is a concept that is transforming the way brands interact with their customers in physical stores. The use of digital signage and analytics in retail environments allows retailers to gather valuable data on customer behavior, preferences, and interactions, which can then be used to…
#620: How small businesses continue to thrive with Emily Washcovick, Yelp
In an era where a few large organizations seemingly dominate with their vast resources, how can small businesses rise above and stand out? Today, I’m thrilled to be joined by Emily Washcovick, Senior Field Marketing Manager and Small Business Expert at Yelp, join us. Emily works closely with small…
From Harvard to CX Excellence: Lessons from the Classroom
I’m excited to kick off season 3 with Rob Markey! It’s his third time on the show, and I think you will see why I’m so excited about the insights he shares. Rob is a Senior Lecturer at Harvard Business School and an Advisory Partner at Bain and…
AI literacy can help alleviate fears of job loss and replacement
The integration of artificial intelligence (AI) into the workplace has sparked a mix of excitement and apprehension among employees. The fears surrounding AI—particularly the concern that it might replace jobs—are prevalent among many workers. However, fostering AI literacy within organizations can play a pivotal role in alleviating these fears…
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