by John Nash | May 13, 2025
Agentic AI is the next frontier of artificial intelligence. Improving customer service interactions has been an early popular use case, where AI agents are deputized as part of a company’s workforce, intended to personalize customer service beyond standard...
by John Nash | Apr 2, 2025
Every so often there’s some blowback about the value of customer data technology from analysts who question the economic benefit. The “less is more” calculation holds that developing a unified customer profile to ultimately deliver personalized experiences is a flight...
by Renee Graff | Mar 27, 2025
In competitive running, for weekend warriors and pros alike, the carbon plate “super shoe” is all the rage. Lighter, more dynamic, and more responsive, carbon-plated shoes regularly shave upward of 5 percent off race times. Imagine a 5 percent performance...
by John Nash | Mar 13, 2025
Despite all of the investments in customer engagement technology, customers still believe brands are falling short of their expectations. At the heart of this paradox, brands simply do not understand customers enough to deliver relevant messages, offers, content and...
by Mike Ferguson | Mar 11, 2025
Forrester research reveals a stark truth: 63 percent of consumers will abandon a trusted brand after just one poor experience. But what defines “poor”? It’s subjective. Imagine receiving an offer for a product you just bought or being bombarded with upsell offers...
