My Courses
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#268: AI Won’t Fix Bad CX But It Will Expose It with Rajat Chawla
This episode shows how AI magnifies both strengths and gaps in customer experience. Rajat Chawla explains why AI exposes bad CX, how invisible effortless experiences look, and what leaders must …
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#773: Building loyalty and trust through focused innovation with Lindsey Kling, Coterie
Today, we’re going to talk about building loyalty and trust through focused innovation, specifically within the competitive landscape of the baby care market. To help me discuss this topic, I’d like to welcome, Lindsey Kling, SVP Brand Marketing + Partnerships at Coterie.
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MarTech: How marketers can spark traveler wanderlust with emotion, authenticity and video
Expedia’s research reveals how emotion, authenticity and the right mix of video and human-guided content inspire traveler wanderlust and drive bookings. This article was written by Greg Kihlström for MarTech.
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Agentic Capabilities Influence $73B in Cyber Week Sales
Cyber Week 2025 represents a pivotal moment for digital commerce, with AI agents influencing an unprecedented $73 billion in sales. For senior marketing and CX leaders, this data underscores a clear imperative: AI is no longer an optional enhancement but a strategic necessity for driving revenue and enhancing customer experience. The future of commerce is…
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Amplifying Human Marketing: Bridging AI’s Optimism-Execution Gap
A significant “optimism-execution gap” exists where high aspirations for AI adoption often outpace tangible, integrated deployments. This report, “Digital Report: When Machines Make Marketers More Human,” based on a survey of 425 marketing leaders globally and real-time diary studies conducted by Atlantic Insights in partnership with Contentful, provides a strategic blueprint for closing this gap…
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Strategic Insights for Holiday Advertising: Elevating Impact in the Golden Quarter
Achieving both short-term sales uplift as well as long-term brand equity requires a strategic, data-informed approach, as highlighted by Zappi’s research into Christmas advertising trends, “Lessons in Advertising: Christmas 2025.” This analysis, encompassing top ads from both the UK and US markets, provides actionable insights for senior marketing and Customer Experience (CX) leaders aiming to…
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Expert Mode: AI-Powered Customer Experience Transformation
The transformative potential of AI in customer experience (CX) is undeniable. While the hype around AI can be overwhelming, its practical applications are already reshaping how businesses interact with their customers. For marketing leaders, understanding how to effectively leverage AI is no longer optional, but a critical competency for success.
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Sprout Social Unveils Trellis, its AI Agent That Turns Social Data Into Instant Enterprise Intelligence
Sprout Social (Nasdaq: SPT), an industry-leading provider of social media management and analytics software, today launched Sprout AI—the company’s most significant intelligence update—anchored by its new proprietary AI Agent, Trellis. Trellis is the conversational agent that leverages Sprout AI to instantly turn billions of unstructured social data points into actionable business answers and transform social media…
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Expert Mode: Rethinking Customer Experience in the Age of AI
The rapid adoption of generative AI is transforming the customer experience landscape in profound ways. We’re moving beyond simply automating tasks and entering a new era where AI-powered interfaces adapt to individual needs, creating seamless and personalized interactions.
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Silence Is Surrender: How Playing It Safe Hands Your Story to the Competition
In a hyper-connected world, refusing to engage or hiding behind sanitized messaging isn’t caution, it’s capitulation. While you’re carefully polishing your corporate statements, competitors and critics are filling the vacuum with their version of your story, whether you like it or not. The World Economic Forum identifies misinformation as a major global threat, and studies…
