Expert Mode: Beyond the Brand Promise: How to Operationalize Total Experience
As marketing leaders, we are the designated champions of the customer. We craft the brand promise, articulate the value proposition, and design the journeys we hope…
Expert Mode: Navigating the Perils and Promise of Agentic AI in Customer Experience
The directive from the C-suite is unambiguous: implement AI across the enterprise. For CMOs and enterprise marketing leaders, this is less a suggestion and more a…
Akeneo: Addressing Consumer Price Skepticism: Strategic Imperatives for Enterprise CX and Marketing
The Akeneo PX Pulse Survey, conducted by Dynata in August 2026 among 1,000 U.S. consumers, offers timely insights into these dynamics, highlighting consumer trust deficits and…
Expert Mode: The Hidden Coordination Tax of Your AI Strategy and How to Avoid Paying It
Marketing leaders, in particular, are under immense pressure to demonstrate ROI on significant technology investments, and the promise of generative AI feels like the answer we’ve…
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…
