Category: Expert Mode

The era of generative AI has been explosive—but unpredictable. That’s fine for brainstorming or content creation. But when lives, money, or compliance are on the line, unpredictability becomes a liability. That’s why Peter van der Putten, Director of the AI Lab and Lead Scientist at Pega, is focused on…

UX has long been perceived as a deliberate craft—methodical research, slow testing, and incremental refinements. But now, AI is putting that timeline under pressure. As companies strive for faster, more efficient customer experiences, AI offers speed—but not necessarily strategy.

It’s one thing to build a recognizable brand. It’s quite another to scale that brand across countries, cultures, and continents—especially when your customers expect personalization, integrity, and clarity at every touchpoint.

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 never been higher. At PegaWorld 2025 in Las Vegas, the buzz wasn’t about the latest buzzword. It was about something far more pragmatic…

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 no longer reward brands just for consistency or price. Today’s consumers demand more: personalized experiences, seamless interactions across channels, and recognition beyond the…

Marketing teams are being stretched, restructured, and reimagined—all while trying to deliver more impact with fewer resources. And in a job market clouded by uncertainty, Sue Keith has become a consistent voice of clarity. As Corporate Vice President at Landrum Talent Solutions, Keith leads the firm’s national marketing recruiting…

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…