Why the Best Customer Experience May be The One They Don’t Remember
“Forgettable” sounds like the last thing a brand should aim for, but there’s a difference between a forgettable brand and a forgettable interaction. If essential but potentially thorny interactions…
How CMOs Can Use Customer Maps to Plan Better Regional Campaigns
A customer map is how a CMO sees that unevenness before committing the budget to it. Mapping software can help improve the process.
Expert Mode: What Your Competitors Can’t Buy: Rachel Orston on the Human Edge in an Automated CX
If a rival can buy the exact same AI you just rolled out, what’s actually left to compete on? Rachel Orston has a blunt answer. “Anyone…
Shift: Navigating the Generational Divide in AI Adoption: Strategic Imperatives for Enterprise CX and Marketing
AI Usage in America: A Generational Divide, a recent study by Shift, based on a February 2026 survey of 1,448 adults, reveals a pronounced generational divide…
Expert Mode: When Everyone Has the Same AI Tools, What Makes a Brand Feel Like Itself?
What’s left to set a brand apart once every competitor is running the same models, drafting with the same tools, and promising customers the same speed?
The Harris Poll: The Pet-Centric Consumer: Strategic Imperatives for Enterprise Engagement
State of Pets, a July 2026 study by The Harris Poll reveals that this shift is influencing consumer priorities, financial decisions, and expectations of businesses and…
When AI Answers the Call: Where Autonomous AI Belongs in the Contact Center with Chang Chang, Webex
Most contact centers are answering that question by accident. The default move with AI has been deflection — keep volume away from live agents, lower the…
PYMNTS: AI-Driven Pay Later: Consumers Want Guidance, Not Unfettered Control
The PYMNTS Intelligence report, The Pay Later Ecosystem Report: Consumers Will Let AI Recommend Pay Later, But They Want Control, explores key findings from a survey…
