Month: June 2025

Customer onboarding is often the weakest link in the customer experience chain. It’s where excitement gives way to confusion, where expectations crash into execution, and where even the best sales can quietly slip into churn. Srikrishnan Ganesan, CEO of Rocketlane, believes onboarding is more than just a handoff—it’s the…

Sitecore®, the global leader in digital experience management software, today announced the appointment of Eric Stine as Chief Executive Officer, effective immediately.

In the era of one-click checkouts, Prime delivery expectations, and endless online channels, brands are pouring millions into customer acquisition—only to lose customers post-purchase. Why? Because they can’t deliver what they just sold. I’m excited to welcome back Riikka Söderlund, now Chief Operating Officer at Katana Cloud Inventory.

What if negative customer experiences matter more than you think—impacting your bottom line far beyond any single complaint or glowing review? In the latest episode of the Delighted Customers podcast, we dive into why negative experiences carry…

When most people think of launching a new beverage brand, they picture sleek branding, influencer campaigns, and prime shelf space in upscale grocery chains. Dominic Minogue had a different idea. Instead of chasing the wellness aisle or flooding the market with flavored seltzers, he launched Dirty Water—the “dive bar…

This article was written for CustomerThink by Greg Kihlström. Agility has become a cornerstone for success in the enterprise and a culture of agility within marketing and customer experience teams can significantly enhance an organization’s ability to adapt to market changes, meet customer needs more effectively, and foster continuous…

Loyalty and the Changing Traveler highlights key differences in how U.S. consumers plan, book and think about travel—and what loyalty programs must do to stay competitive.

Algolia, the AI-native search and discovery platform trusted by 18,000 businesses and millions of developers worldwide, today announced the release of its MCP Server, the first component in a broader strategy to support the next generation of AI agents. This new offering enables large language models (LLMs) and autonomous agents…

The CX Goalkeeper Podcast joins the Customer Experience World Games 2025. With the incredible honor of interviewing captains, vice-captains, judges, and friends of the CXWG 2025. These are brief interviews that share the experiences of outstanding…

If you could speed up every digital interaction your customers have with your brand by a full second, what would that be worth to your business? Today we’re going to talk about how even seemingly minor improvements in speed and performance can have outsized impact on customer experience—and revenue.…