At the March 2026 MarTech Conference, we discussed why your operating model, not your tech, is the key to stopping customer friction and aligning your teams. By MarTechBot March 11, 2026 Customers don’t see your internal departments; they see one brand. Whether they are chatting with support, browsing your site or speaking with a … Continue reading How to build context-aware customer experiences
CX is no longer a set of touchpoints. Learn how data, AI and org alignment reshape experience design and execution. By Jessica Hawthorne-Castro January 30, 2026 Customer expectations are rising fast. AI acceleration has reset what fast, personal and relevant mean. Economic pressure has made customers more selective about where they spend their time … Continue reading Why customer experience is the ultimate growth strategy in 2026
CX doesn’t stall because teams lack insight, but because the questions they keep asking protect the system from real change. By Annette Franz , January 28, 2026 Customer experience teams aren’t failing because they lack passion, tools, or data. They are failing because, when improvement stalls, they ask the wrong questions. Not … Continue reading 10 signs your CX strategy is broken and how to fix it
Customers are fed up with broken experiences and AI that feels impersonal—this is the year brands need to close the trust gap or else. By Constantine von Hoffman January 9, 2026 The coming year had better be about improving customer experience because customers are not happy CX right now. They’re experiencing more problems … Continue reading Why 2026 is the year customer experience has to change
October 31, 2025 Friction can make the customer experience more human
Entain details new sportsbook features to enhance customer experience Graeme Hanna Entain has unveiled a range of new features as part of its ‘product innovation strategy’ to enhance its betting offerings across the United States, the United Kingdom, and Brazil. The tools, aimed at improving the customer experience, include faster withdrawals, new BetBuilder technology, live … Continue reading Entain details new sportsbook features to enhance customer experience
May 21, 2025 Target stock tumbles again as customer backlash over its DEI rollback takes a bite out of sales BY Sarah Bregel Sales at retail giant Target took a dive during the first three months of 2025 and executives have indicated that boycotts over its rollback on diversity, equity, and inclusion (DEI) practices are at … Continue reading Target stock tumbles again as customer backlash over its DEI rollback takes a bite out of sales
The C-suite understands the importance of CX and its place as a revenue driver. So, funding is easier, but getting it up and running is still hard going. Constantine von Hoffman on February 7, 2025 Customer engagement and experience (CX) are in the midst of yet another big shift thanks to new technology and … Continue reading AI adoption in CX is rising, but implementation challenges remain
Some customers drive loyalty and others drive volume — both matter. Here’s how to engage each group while optimizing your resources. Annette Franz on January 29, 2025 Not all customers contribute to your business in the same way. Some build long-term value through loyalty and advocacy; others drive sales volume through frequent transactions. Understanding … Continue reading Are you focusing on valued customers or volume customers?
Setting performance goals against CX metrics like NPS, CSAT or CES can backfire, demotivate employees and harm customer experiences. Raj Sivasubramanian on January 20, 2025 Metrics are a polarizing topic in customer experience. There are ongoing discussions about which CX metric is the best. Net Promoter Score (NPS) remains one of the most widely … Continue reading Are your CX metrics hurting your customer experience?
