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4 CX Trends for 2024: Your Guide to Navigating the Year Ahead
For many CX professionals, leaving 2023 behind comes with a sigh of relief. The increase in customer expectations…
Harnessing the Power of AI to Transform Team Productivity
In this episode, we’ll be talking with Lauren Kennedy from Glean about the company’s AI-powered search engine and…
Passikoff: Attack of the Loyalty Juggernauts
Consumers – you and me – make 35,000 choices a day. One every 2.5 seconds. Depending on category…
Entertainment, Media & Technology Trends to Watch in 2024:
As 2024 kicks into gear, we at Horowitz are concentrating on the shifts in entertainment, media, and technology…
Advanced Employee Experience: Rethinking Recognition
Progressive employee experience hinges on creating a culture where acknowledgment is as natural as complaining about Mondays. In…
Wrangling the Wild West of Digital Dashboards
“It’s complicated right now. Carmakers have invested in cutting-edge UI design without any boundaries or industry standards.” Are…
Crafting the Future of Marketing: Human-AI Synergy with Tara DeZao of PEGA
Explore the evolving role of human-AI collaboration in marketing with Tara DeZao, Product Marketing Director at PEGA, specializing…
2024 Retail Marketing & Loyalty Outlook: A Conversation with Eagle Eye’s Tim Mason
In September of last year, we spoke with Tim Mason, CEO of Eagle Eye and architect of the…
Keeping Your Marketing Strategy Ahead of Regulatory Curves
Discover the crucial insights on maintaining compliance in marketing communications with industry experts Clay McNaught and Michelle Tilton…
Three Issues Crippling Current Loyalty Programs
The Cost of Intransigence and What to Do About It “Adapt or perish, now as ever, is nature’s…
Planes, Trains, and Engaging with Strangers – a New Year’s Missive
Editor’s note: E.B.’s holiday story is generating a lot of interest and interesting commentary – like this one…
The Marketing Year in Review
We covered a lot of ground since my first column back in February. That’s not surprising given the…
Three Podcasts Uplifting the Black Experience and Inspiring Listeners
As podcasts grow in popularity among Black American audiences, podcasters have an important opportunity to use their platforms…
Predicting the Next Wave in Grocery and Shopping Behavior
Discover the future of consumer shopping habits and strategy adaptation with Barbara Connors, Vice President Strategy and Acceleration…
Six Ways Marketing Leaders can Collaborate with Tech
Technology leaders want a strong Marketing partner. They look to Marketing to be articulate, visionary; to build a…
Tackling Retail Supply Chain and Inventory Challenges in 2024
The year 2024 presents a unique set of challenges for retailers, particularly in supply chain management and inventory…
Media at the Intersection of Latinx and LGBTQIA+
Brands and Media Can Make a Difference Given the current backlash against LGBTQIA+ and its impact on the community,…
The Retail Technology Imperatives for 2024
Companies who embrace these retail technology imperatives will set the benchmark for excellence in the years to come.…
Customize and Make It Personal
Distinct from zooming in, customizing is the lens that guides you to think about how you can take…
5 CX Horizon Trends to Harness Today
The customer experience (CX) industry is facing a perfect storm: constantly evolving technology, the explosive growth of AI,…
The Secret Sauce of Employee Experience
Ever wondered how a great employee experience could be used to build deeper connections with your brand? Or…
Passikoff: How to make your brand “happen”
There’s a big difference between what consumers expect and what they see brands delivering. When it comes to…
Decoding the 2024 Retail Consumer Psyche
A survey of surveys. In 2024, the consumer landscape is undergoing a remarkable transformation. Shaped by a confluence…
Retail CX has an EX Problem
Unravel the essential connection between employee and customer experience in retail and you’re more than halfway there. Customer…
How AI is Transforming RevOps
Wondering how to hit the bull’s eye in RevOps? Tune in to our lively talk with Eilon Reshef,…
How Long Should Your Marketing Copy Be?
Should your online marketing copy be long or short? Yes! You’ll find no shortage of perspectives when searching…
The Employee is Always Right
“The customer is king”, we’ve all heard it and know what it means. But a king is nothing…
Headless CMS as a Capability Not a Strategy
Arc XP’s Matt Monahan explains what goes into success with a headless CMS.
Open Banking and the Future of Rewards
Ever wondered how the world of open banking is revolutionizing rewards and incentives? Join me and open banking…
Passikoff: Will the Real Black Friday Please Stand Up?
Black Friday is coming. It’s this week. That’s the real Black Friday, I’m talking about. I want to…
Connecting with the Elusive Gen Z and Generation Alpha
For brands and companies to remain relevant to Gen Z audiences, it’s going to be increasingly important to make sure corporate values are aligned with the values this generation espouses.
An Unconventional Path to Tech CEO
Ever wondered what it takes to integrate two companies post-acquisition? Meet our guest, Emarsys‘ CEO Joanna Milliken, an…
Having the Right Strategy is Hard
Executing It is Harder. My twenty years at Grey Advertising were priceless in teaching me what have turned out to…
The Science of Holiday Gifting: Unwrapping what Really Drives our Buying Behaviors
Understand what Need State you are uniquely positioned to serve, and which consumer target is most likely to be seeking that emotional payoff.
Better Retail Performance through Intelligent Engagement
Have you ever wondered how customer data can revolutionize your products and services? This episode brings you Jenni…
Passikoff: On Great Brand Stories
Or can. If properly told. Because storytelling is a great way to use narrative to connect your customers to…
Wiedemann: Marketing is becoming Relationshipping
How C Suites Can Profitably Connect the Dots Caveat: my nickname at home is Admiral Obvious, which alerts…
Understanding the Return on Total Experience
Ron Shamah, CEO of Rightpoint, walks us through the intricate connections between employee experience, customer experience, and product…
CDPs Can Make Email WAY More Effective
But do brands have the courage to send less email? Everyone talks about email personalization. And Customer Data Platforms…
AI is the Answer to All Your Marketing Needs
If that title sounds like the “hallucination” of a popular generative AI engine, you may have guessed where…
Spencer Kaiboom on Building Pollen and Revolutionizing Retail
Hear how Pollen is revolutionizing the retail industry by integrating technology to create efficiencies among existing middle-mile companies.…
Passikoff: Smartphoning It In
Just to be clear, I did not ‘phone in’ this column. (Cue rim shot) I emailed it! Little…
Neuroscience in Market Research: Beyond the Hype
While neuromarketing is simpler than many perceive, it does require discipline in changing bad habits of many legacy marketing research practices.
Opportunities in AI & CX
Emerging technologies are changing preferences by making digital channels more effective when they‘re deployed. Good customer experience has…
Navigating Ethics and AI in Business
Peter van der Putten, Director of PEGA’s AI Lab sheds light on how companies can balance the interests…
Consumer Trends: The “Why” Behind Drink Choices
While the lines between sports and energy drinks might be blurring, decision science explains why, and what to…
How to Enact a More Transparent Data Privacy Policy
After a decade of companies using customers’ personal data without their permission or knowledge, consumers are pushing back. It’s time for brands to embrace data privacy.
Decoding the AI Impact on Customer Advocacy: Insights from GoDaddy
Ever wondered how AI could revolutionize customer experience? Get ready to be enlightened by our guest, Mel Si,…
Passikoff: 10 Rules for Brand Performance
Former-Borscht Belt comedian, 1950’s TV script writer, filmmaker, and philosopher, Mel Brooks, cautioned, “Hope for the best. Expect…
Is ‘Dirty Customer Data’ Holding You Back?
Billy Loizou, area vice president at Amperity, discusses the upside to resisting the fight against ‘messy data’ and the possibilities of working with it.