Category: Articles

This article was written for CMSwire by Greg Kihlström. We are ostensibly at the peak of AI hype, driven heavily by the rapid adoption of generative AI in both the consumer and business space. But hype does not necessarily equate to understanding, as a study of more than 500…

This article was written by Greg Kihlström for CustomerThink. Despite living in an era data is heralded as the new currency, a counterintuitive movement is gaining momentum among forward-thinking marketers and CX professionals: data minimization.

AI brings a paradigm shift to campaigns by weaving together data from disparate sources to build personalized experiences

Continuous improvement in customer experience (CX) is paramount for organizations aiming to maintain their edge when competition is fiercer than ever. With consumers having unprecedented access to a plethora of competitive brands, businesses must adopt a customer-centric approach to design and measure success, thereby creating exceptional user experiences.

The significance of both customer experience (CX) and employee experience (EX) has become increasingly evident. As organizations strive to create a competitive edge, the integration of these two experiences emerges as a pivotal strategy. By understanding that satisfied employees lead to satisfied customers, businesses can foster a holistic environment…

In the rapidly changing job market we are experiencing, particularly within the marketing sector, the ability to network effectively has become a crucial skill for professionals seeking to differentiate themselves amidst uncertainty. The podcast discussion highlights the complexities of the current economic landscape, characterized by the aftermath of the…

In the competitive e-commerce marketplace, where competition is fierce and consumer expectations are continually rising, the ability to maintain strong customer relationships is paramount.

Today, I’m excited to welcome Katherine Lehman, CMO of ReturnBear, a leader in reverse logistics and sustainable returns solutions. At ReturnBear, she’s helping brands turn returns from a logistical headache into a strategic advantage.

Social media has transitioned from being a novel concept to an essential component of any successful business strategy. The sheer scale of social media—boasting over 5.4 billion active users—underscores its significance in shaping consumer behavior and driving business outcomes. However, many brands still underestimate the power of social media,…

Organizations are increasingly recognizing the pivotal role of artificial intelligence (AI) in driving operational efficiency and enhancing customer experiences. The recent findings from a collaborative research effort by Qualtrics and McKinsey reveal that businesses stand to gain between $860 billion to $1.3 trillion by making strategic investments in AI.…