Expert Mode: Navigating the Post-Dashboard Era in Customer Experience
The winds of change are sweeping through the landscape of customer experience (CX), carrying with them the promise of a post-dashboard world. While dashboards have long…
Forbes: How Brands Can Drive Emotional Engagement With Customers
This article was written for Forbes Agency Council by Greg Kihlström. With a fiercely competitive field of options for customers, simply offering a high-quality product or…
Expert Mode: The Loyalty Equation in the Age of AI and Customer Expectations
In an environment where one bad experience can cost you a customer, the math of customer loyalty has changed. Today’s consumers don’t just expect fast, accurate…
Expert Mode: Bridging the Gap Between Customer Expectations and Brand Experience
The customer experience (CX) landscape is in constant flux, a dynamic interplay of evolving expectations and technological advancements. While brands invest heavily in CX initiatives, a…
CustomerThink: Seeing the value in customer education
This article was written by Greg Kihlström for CustomerThink. A well-educated customer is valuable in a myriad of ways to a brand. They tend to adopt…
CustomerThink: Beyond the Dip: Forrester’s Total Experience Score Aims to Reshape Brand Loyalty Amid Declining CX
Forrester’s 2025 Global Customer Experience Index (CX Index™) paints a concerning picture: customer experience quality is in a multi-year decline worldwide, reaching an “all-time low in…
Trust Isn’t a Commodity—It’s the Market’s Most Dangerous Weapon
88% of consumers now say trust is just as important in buying decisions as price and quality. Think about that for a moment. Trust isn’t just…
Mobile UX: The Hidden Cost of Rage Taps and Dead Ends
Mobile traffic is booming, yet the 2025 Fullstory Benchmark Insights Report delivers a reality check: the average smartphone session now looks less like effortless swiping and…
