Category: Expert Mode

Customer onboarding is often the weakest link in the customer experience chain. It’s where excitement gives way to confusion, where expectations crash into execution, and where even the best sales can quietly slip into churn. Srikrishnan Ganesan, CEO of Rocketlane, believes onboarding is more than just a handoff—it’s the…

When most people think of launching a new beverage brand, they picture sleek branding, influencer campaigns, and prime shelf space in upscale grocery chains. Dominic Minogue had a different idea. Instead of chasing the wellness aisle or flooding the market with flavored seltzers, he launched Dirty Water—the “dive bar…

Your website might technically be “up,” but if it’s slow, your customers have already moved on. And they didn’t leave feedback—they just left. According to Catchpoint’s 2025 SRE report, 53% of organizations now say poor performance is just as damaging as downtime for social media content. For digital-first brands,…

We’ve spent the last five years feeding marketing algorithms every click, demographic, and behavioral data point available—and yet conversion rates remain stuck in the low single digits. Why? According to Joshua Goldberg, EVP of Strategy at Zenapse, it’s because most marketing artificial intelligence (AI) is training on the wrong…

If you think Agile is just about story points and sprint velocity, Gabrielle Wieczorek wants you to think again. With more than 14 years of experience guiding teams through technical change, Gabrielle blends data science with agile coaching to challenge a common misconception: that Agile is all intuition, and…

When the founder of Reebok partners with the builder of an AI-powered shoe startup, it’s not just a branding story—it’s a signal that the industry is about to change. Again.

When marketers think about content, they often picture campaigns—finite, purpose-built, and measured in clicks. Benjamin Shapiro wants them to think differently. As the creator of the MarTech Podcast and founder of I Hear Everything, Shapiro has helped brands evolve from content dabblers to full-fledged media brands. His premise is…

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. They are the center of their own universe—and they expect your business to orbit around them.

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 most people feel when dealing with today’s contact centers—reactive systems that rely on outdated models of interaction and force customers to jump through…

In a time when consumers are buying into values as much as they’re buying products, authenticity has become the holy grail of brand strategy. The problem? Too many brands treat authenticity like a checkbox—or worse, like a costume. That’s where Phylis Rothschild, CMO at Pete and Gerry’s, offers a…