CustomerGauge: The CX Monetization Paradox: Advancing Operations, Stalling on Value Proof
This disparity, highlighted in the NPS Benchmark Report: Decade Edition by CustomerGauge, indicates that while CX practitioners are executing better, they are often failing to prove…
Expert Mode: The Reformation of Brand and the Fallacy of Modern CX Metrics with Lou Carbone
As marketing leaders, we’ve operated for years under a new-ish paradigm: a brand is no longer what a company says it is, but the sum total…
Expert Mode: Your Org Chart is Not the Customer Journey with Todd Parsons, Criteo
This disconnect between our internal operating models and external customer reality is more than just an operational headache; it is a profound strategic liability. It creates…
Trust by Design: How Fintech UX Shapes Brand Perception
Trust in financial services is not won in a campaign. It is won or lost inside the product, one screen at a time. For a category…
Expert Mode: Beyond the Endless Aisle with Dan Bennett and Alexandra Seaman from Furniture.com
The prevailing wisdom was that more choice was inherently better. But we’re starting to see the cracks in that foundation. For high-consideration purchases—the ones that are…
How AI is Rewiring the Consumer Decision Cycle Through Cognitive Offloading
Consumers are fundamentally altering how they evaluate brands by shifting from actively browsing multiple tabs to delegating their discovery and evaluation to artificial intelligence.
105 Customer Experience Statistics for 2026
105 customer experience statistics for 2026 on AI in service, trust, loyalty, personalization, and CX operations — compiled from 23 studies and fully sourced.
Expert Mode: Beyond the Buzzer: Engineering Fan Loyalty in a Post-Game World with Ben Lewis from Infobip
The battle for a fan’s loyalty isn’t won or lost in 90 minutes or four quarters. It’s a year-round campaign fought in the quiet moments between…
