Category: Expert Mode

In enterprise customer experience, the holy grail has always been this: quick resolution, high satisfaction, low cost, and—if you’re feeling ambitious—some level of humanity. But achieving that elusive balance has historically required uncomfortable trade-offs: 24/7 responsiveness meant hiring an army of support agents or disappointing customers with a clunky…

Synthetic personas sound like a marketer’s dream—or perhaps a data scientist’s hallucination. What if you could talk to your ideal customer without the logistics of scheduling a focus group or the potential bias of a survey? It’s a tantalizing promise, and thanks to platforms like PreLaunch.com, it’s inching closer…

Marketers love to talk about trust. It’s on their websites, in their taglines, and plastered across their slides. But too often, it’s still just that—talk. Dana Bodine, Vice President of Marketing at Trustpilot, wants to change that. Her mission: to make trust measurable, operational, and actionable.

Let’s explore some key takeaways from a conversation with Stephanie, exploring how brands can leverage AI’s potential while upholding customer trust. We’ll explore the importance of defining clear use cases, respecting privacy personas, and fostering transparency throughout the AI integration process. These principles are crucial not just for avoiding…

Every marketer loves a clean slate—right up until the moment the eraser squeaks across a whiteboard the size of a football field. Spinning out 90,000 employees, $18 billion of revenue, and decades of IBM heritage into a fresh-faced brand qualifies as one of those supersized whiteboards. That was the…

AI in marketing isn’t new—but the pace, expectations, and competitive pressure around it have dramatically accelerated. In the B2B world, where purchase decisions are long and complex and personalization is notoriously hard to scale, the opportunities—and risks—of AI adoption are multiplying fast.

The transformative potential of artificial intelligence (AI) in marketing is no longer a futuristic fantasy; it’s rapidly becoming a tangible reality. But while many organizations focus on AI’s cost-saving potential, true value lies in its ability to amplify the human element, creating a network effect that elevates both employee…

Marketers spend millions perfecting pre-purchase experiences—polished campaigns, seamless checkouts, personalized offers. But Riikka Söderlund has a blunt message: if your inventory strategy isn’t just as polished, none of it matters. As Chief Operating Officer at Katana Cloud Inventory, she sees daily how post-purchase chaos—delays, stockouts, and returns—undermines even the…

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, Telenet turned that trope on its head. Instead of nudging customers to upgrade, the company built a program that sometimes recommends downgrades—on purpose.…

Digital agility is often associated with sweeping transformation—new platforms, new features, and reorgs aimed at unlocking growth. But for Jaxon Repp, Field CTO at Harper, the real secret lies in milliseconds. In the world of digital experience, speed isn’t just nice to have. It’s a competitive weapon.