A missing package leads to a mostly-positive Amazon chat bot adventure… and a satisfied customer. It’s a modern customer...

Marc Stoiber, brand expert extraordinaire, joins me for a conversation about category creation, the collective wisdom of online...

Every winter, the Rockefeller Center in New York displays a beautiful, stately, lush Christmas tree. Or do they? This year’s tree...

Humans have always been communicators. And for most of our history that communication has been 1:1 (or 1: few). Until the 20th...

Nobody knows customer experience better than Disney. Today we celebrate the birthday of the cartoon mouse who started it all, and...

What does a 100-year-old chemical company know about social marketing and customer experience? A lot, actually. Rust-Oleum is...

Every year, Sprinklr partners with Forbes and LinkedIn to present a list of the World’s Most Influential CMOs. And every year I...

Well, darn it. We missed CX Day (it was the first Tuesday in October). And, full disclosure, I didn’t really know CX Day was a...

If you want to understand your customers, you need to understand their intentions. Modern channels can help. But how do you...

Science fiction, collectible toys, and a frictionless online shopping come together to create a customer experience perfect storm...

You know you need to accelerate your digital transformation. You know you need to embrace modern channels in order to be able to...

Social content shared by employees gets 8X more engagement than the same content shared by a company. That’s why building an...

Humans are communicators. We always have been. Throughout history our communication channels have changed, but the desire for...

As the US election inches toward resolution, we take a look at political marketing, polling, focus groups, and why your B2B...

In today’s episode we take a road trip from New York to Florida as we look at how customer experience can impact the perceived...