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There are five types of loyalty but only two are growing – Interview with...
Today’s podcast is with Sara Richter, CMO at SAP Emarsys, a leading omnichannel customer engagement platform provider. Sara joins me today to talk about customer loyalty, […] The post There are five...
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Addressing e-commerce’s 5 biggest CX challenges with AI and personalization
This is a guest post from Ken Tantsura, the Vice President of Innovations at Customertimes. Over the past eight years, customer acquisition costs have soared 222%. […] The post Addressing e-commerce’s...
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Testing and experimentation is everyone’s problem – Interview with Shafqat...
Today’s podcast is with Shafqat Islam, President at Optimizely, who joins me to talk about a new research report they have just published called Tested to […] The post Testing and experimentation is...
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From numbers to narratives: The power of customer engagement
Traditionally, when a CFO gets promoted to the position of CEO, it’s not uncommon to expect the firm to take a more analytical approach and, perhaps, […] The post From numbers to narratives: The power...
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The art and the science of listening – Interview with Zig Serafin, Brad...
Today’s podcast is a three-parter and features interviews with Zig Serafin, Brad Anderson and Isabelle Zdatny that I conducted at Qualtrics’ recent X4 2025: The Experience […] The post The art and the...
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SundaySky removes the barriers to expanded use of video in CX
Eleven years ago, I spoke to the folks at SundaySky about the innovative ways they were using video to improve customer experience. Specifically, they were pioneering the development of SmartVideo […]...
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AI-driven search volumes are exploding and what brands should be doing about...
Today’s podcast is with Vivek Pandya, Director, Adobe Digital Insights at Adobe. I recently caught up with Vivek at Adobe Summit in Las Vegas to talk […] The post AI-driven search volumes are...
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