Category: Customer Experience

This article was written by Greg Kihlström for CustomerThink. If your customer stays with you in a downturn, is it because they love your brand? Or…

In the relentless pursuit of customer loyalty, we marketing leaders are often caught in a familiar cycle. We build intricate points-based programs, optimize our funnels for…

For decades, the contact center has occupied a specific, and often siloed, space in the enterprise org chart. It was the necessary, if not always beloved,…

We are entering an era where the brand is less defined by its advertising and more by its operational excellence. The consumer, now accustomed to near-instant…

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…

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…

New Qualtrics research shows AI in customer service is falling short, with one in five consumers unimpressed. This article was written for CMSWire by Greg Kihlström.

This article was written by Greg Kihlström for CMSWire. Connected insights turn consumer understanding into faster cycle times, stronger ROI and lasting customer loyalty.