The Loyalty Paradox—Why Helping Customers Spend Less Increases Their Lifetime Value
Marketing leaders talk a big game about “customer-centricity,” but too often that phrase is code for “sell harder with friendlier emojis.” In Belgium’s hyper-competitive telco market,…
CMSWire: CX Quality Is Falling—Forrester Says Total Experience Can Fix It
This article was written by Greg Kihlström for CMSWire. About 1,500 customer experience, digital-business and B2C marketing leaders converged here in Nashville June 23-26 to better…
Expert Mode: How Generative AI is Rewriting the Rules of Customer Journey Planning
In a time when marketers are told to “move fast and personalize everything,” the pressure to build meaningful, measurable customer journeys—before the competition even drafts wireframes—has…
Expert Mode: Why Loyalty is Broken—and How AI, Personalization, and Omnichannel Fix It
Loyalty isn’t dead. It’s just been grossly misunderstood. Traditional loyalty programs—built on points, perks, and promo codes—are fading into irrelevance as customers shift their expectations. They…
CMSWire: The CX Premium: What Customers Really Value (and When They’ll Pay for It)
This article was written by Greg Kihlström for CMSWire. Airlines, apps and investment firms see the biggest CX returns. Now it’s time to align your strategy…
CMSWire: Customer Satisfaction Strategies: Taking Action on Priorities
This article was written by Greg Kihlström for CMSWire. It’s a new year. Time to reconsider our priorities, set better goals and achieve more. Perhaps your…
Expert Mode: The Blue Dot Consumer and the Coming Age of Hyper-Emotional CX
There’s a new kind of customer out there. They’re not patiently moving through your sales funnel. They’re not marveling at your brand’s latest customer loyalty gimmick.…
Expert Mode: How AI Is Making Customer Experience More Human—Not Less
If customer experience were a dinner guest, it would be the kind that arrives late, repeats itself, and then disappears before dessert. At least, that’s how…
