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We’ve all felt the frustrating side of automation — irrelevant marketing emails, clunky digital workflows, or robotic customer service that leads you in circles. Too often, technology is used to reduce costs or speed up interactions at the expense of real connection. But every so often, a company gets it right. Instead of relying on […]
When AI makes customer experience feel personal Read More »
Content consumption has fundamentally changed. Attention is fragmented, habits are dynamic and expectations are higher than ever. Every swipe, skip and scroll proves the buyer, not the brand, now controls the journey. In this buyer-first world, relevance is the differentiator. Leading marketers orchestrate value across channels buyers choose — when and where it matters. Omnichannel
How omni-conscious brands win in a buyer-first, fragmented world Read More »
When a procurement manager logs into a manufacturer’s portal at 2 a.m. to urgently source replacement parts, they don’t want a beautiful browsing experience—they want their specific parts, with their negotiated pricing, in under 30 seconds. The manufacturing sector is about precision—tolerances measured in thousandths of an inch, supply chains timed to the minute, quality
What marketers can learn from manufacturing’s shift to precision CX Read More »
Nano-payments offer a customer-first alternative to intrusive ads — and a path to deeper loyalty and better digital journeys. Continue reading…
Beyond Ads: Why CX Leaders Should Care About Nano-Payments Read More »
When your BPO profits from more calls, preventing issues isn’t in their best interest. Here’s how to reclaim your VOC. Continue reading…
Why Voice of the Customer Breaks Down at the BPO Level Read More »
Your martech stack costs more than most people’s cars — but still delivers experiences that feel stuck in 1995. While you’ve been busy optimizing conversion rates and A/B testing button colors, your competitors figured out something you missed: technology isn’t just about efficiency anymore, it’s about connection. The uncomfortable truth? Your sophisticated automation is creating
Orchestrating empathy where your funnel falls short Read More »
From AI adoption to hold-time benchmarks, these stats show what’s driving customer satisfaction and frustration. Continue reading…
Call Center Statistics That Matter: What Customers Expect in 2025 Read More »
Intuition can mislead. Marketing leaders are finding real growth through data-backed decisions—and CX partnerships that pay off fast. Continue reading…
Your Gut Is Not a Strategy: Rethinking Customer Understanding Read More »
From flawed data to legal fallout, hallucinations are a growing risk in AI-powered support. This guide shows how to reduce the damage. Continue reading…
Preventing AI Hallucinations in Customer Service: What CX Leaders Must Know Read More »
AI is making human support a luxury. Some brands are testing whether better service is worth an extra fee — but will customers buy in? Continue reading…
Would Customers Pay for Premium Customer Experience? Read More »