To Truly Work, AI Needs to Get Really Personal
Artificial intelligence must do more than reflect back what it thinks it knows about us
Are Grocery Services Profitably Delivering on Customer Experience?
The last mile of direct-to-consumer supply chain is challenging
Amazon Serves Up CX Lessons
With Go and AR, the giant retailer is showing us how new tools can connect with customers
Retailers Need to Adapt to the Smart Customer
Smartphone-wielding customers are reshaping the shopping experience, both online and in-store.
Bold Modern Commerce Experiences Require Extreme Personalization
The Amazons of the world know exactly what their customers want, and to compete your company must, too
Retailers Must Embrace New Shopping Experiences
Online disruptors and a new breed of digital consumer mean its sink-or-swim time for traditional retailers and consumer goods sellers
The art of selling things that are bad for you
Tapping the Switching Economy
Three tips for keeping customers from straying.
Designing Humor: IKEA Mocks Apple
Our consumerist obsession values hype over innovation.
From Purpose to Profit
Activating a purpose galvanizes employees, drives culture, and boosts the bottom line.
The Bright Future of the Internet of Things
Today's innovations are only the beginning.
What Makes a Successful Mobile User Experience?
Uncovering the traits that set industry leaders apart.
The Race to Own You
How four Web giants aim to know more about consumers than we can even imagine.
Don't Discount Discounts
Today's customers not only want coupons, they demand them.
Subscriptions Boost Customer Engagement...and Business
Think about business as a collection of consumers.
The Long Tail of Customer Experience
How American Girl dolls became much more than child's play.
Retailers Can Combat Showrooming
As more people use smartphones, tablets, and e-commerce sites, showrooming will likely intensify.
Screaming for a Good, Fundamental Customer Experience
Sometimes the fun, shiny objects are just the cherry on top.
CRM Comes to the Rescue
'How can we have growth like a modern dealership if we don't have the things that a modern dealership has?'
How May I Help You, Buddy?
Warm personalized service can clash with professional detachment.