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…
How Agile Brands Use Controversy to Control the Conversation
Forget chasing fleeting trends or scrambling to react to public sentiment. Today’s most disruptive companies are rewriting the playbook altogether. They are not followers of narrative;…
CustomerThink: Using customer journey orchestration to create memorable moments
This article was written by Greg Kihlström for CustomerThink. Simply offering a high-quality product or service is no longer enough to set your business apart from…
