The connected customer | MIT Technology Review
As brands compete for increasingly price conscious consumers, customer experience (CX) has become a decisive differentiator. Yet many struggle to ...
Tag: Customer
The Customer Journey Intelligence Divide: Leaders vs. Laggards
The Gist The intelligence gap is real. Despite widespread adoption of customer journey mapping, Qualtrics research indicates that 67% of ...
What Is a Customer Data Platform (CDP)? 2025 Market Insights
The Gist Unified customer view. A customer data platform (CDP) delivers a 360-degree customer profile by integrating data from multiple ...
Your next customer is walking the Disrupt 2025 expo floor
TechCrunch Disrupt 2025 lands in San Francisco from October 27-29, and the Expo Hall is already packed with early adopters, ...
The Hidden Cost to Customer Choice
The Gist Invisible persuasion. AI-driven personalization can quietly steer choices, narrowing perceived options while making decisions feel self-directed. Science of ...
The Rise of Agentic AI in Customer Service
The Gist Agentic AI strengthens contact center workflows. As the hub for customer interactions, a contact center can integrate agentic ...
Composable DX Stacks Build Around the Customer Not the System
The Gist No single center. In a composable digital experience (DX) stack, there’s no monolith—just a unified focus on the ...
Stop Celebrating Go-Live. Start Measuring Customer Outcomes
The Gist Speed to launch ≠ success. Organizations often celebrate go-live dates without measuring real customer impact. Speed to value ...
Creating a Culture of Customer Experience Excellence
The Gist Leadership drives change. CX culture only takes root when senior leaders consistently model customer-first behavior and connect CX ...
How Cox Automotive Ties Employee Experience to Customer Success
The Gist Pinning down purpose. Mandi Fang’s team uses small symbols—like an onboarding pin—to embed a big cultural mission across ...
