My Courses
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The Loyalty Paradox—Why Helping Customers Spend Less Increases Their Lifetime Value
Marketing leaders talk a big game about “customer-centricity,” but too often that phrase is code for “sell harder with friendlier emojis.” In Belgium’s hyper-competitive telco market, Telenet turned that trope on its head. Instead of nudging customers to upgrade, the company built a program that sometimes recommends downgrades—on purpose. The result? More loyalty, stronger brand…
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#702: What it takes to keep customers loyal with Anna Convery, Verint
Agility in CX is about answering customers before they finish the thought. If you can’t evolve at that pace, you’re already behind. Today we’re going to talk about what Verint’s brand‑new 2025 State of Customer Experience report tells us about loyalty, automation, and the thin line between keeping and losing a customer. To help me…
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Auxia Announces New AI Analyst Agent to Help Marketing Teams Convert Campaign Data Into Revenue Insights
Auxia, the first Agentic Customer Journey Orchestration Platform, today announced major advancements to its Analyst Agent, enabling marketing teams to discover revenue-driving insights from their campaigns through natural language conversations that happen in real-time.
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The Customer Experience World Games 2025 with Tom DeWitt
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…
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#701: No-Code as a Strategic Weapon, with Aytekin Tank, Jotform
Agility requires turning busywork into bandwidth so people can collaborate and think strategically instead of shuffling pixels. Today we’re exploring how no-code platforms and AI-driven automation make that possible. To help me discuss this topic, I’m joined by Aytekin Tank, Founder and CEO of Jotform, and author of the book Automate Your Busywork.
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CMSWire: CX Quality Is Falling—Forrester Says Total Experience Can Fix It
This article was written by Greg Kihlström for CMSWire. About 1,500 customer experience, digital-business and B2C marketing leaders converged here in Nashville June 23-26 to better understand the secret to “faster revenue, higher revenue, and a better overall experience.”
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#51: Readying an AI-augmented workforce with John Munsell, Bizzuka
Everyone listening that is already in the workforce, from entry level positions to leaders has had to learn at least a little bit about AI over the last few years. But what are we teaching college students about how AI will impact their work, and more…
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How Marketers Can Use Agentic AI to Improve Marketing Operations
Marketing operations are evolving rapidly with the advent of Agentic AI. This article presents expert insights on how marketers can harness this technology to streamline processes and boost efficiency. From automating routine tasks to enhancing customer engagement, discover practical ways to integrate AI into your marketing strategy.
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Evolving Personalization: The Secrets to Staying Ahead in CX
In collaboration with CCW Europe Summit 2025: CCW Europe Summit 2025 unites CX pioneers to solve today’s challenges and shape tomorrow’s solutions. Dive into next-gen AI, journey redesign, and customer-centric growth with leaders from Google,…
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#700: Winning and retaining the distracted consumer with Kelsey Chickering, Forrester
We are here at Forrester CX Summit 2025 in Nashville, TN and hearing all about the latest insights and ideas for brands to create better experiences for their customers. Agility isn’t speed for speed’s sake; it’s the discipline of staying useful while everything—and everyone—spins. In an era when consumers swipe away in milliseconds, an agile…
