Your Brand Is Invisible Where It Matters Most — And You Probably Don't Know It Yet

Picture your best potential customer. The one with a budget, urgency, and a real problem you need to solve. Increasingly, ...

Analysis: Wendy's kiosks create a customer-service problem

Wendy's Project Fresh has made rebuilding its relationship with the brand's customers a key priority. "The first pillar of ...
Search Engine Land

If you can’t say what problem your brand solves, AI won’t either

AI is collapsing discovery, search, and purchase into a single moment. Brands without clear positioning risk getting left out of the answer. Customer journeys are collapsing into a single moment of ...
Forbes

Brand Loyalty Dies When Your Customer Is An Algorithm

I want you to try something. Go to ChatGPT right now and ask it to recommend a product in your category. See if your brand comes up. If it doesn't, you just watched your future customer walk past your ...
CMSWire

Employee Experience Is Now a CX Variable — And Most Brands Are Failing It

Thirty-seven percent of US brands have negative employee experience impact. Forrester says that's a CX problem.
Forbes

The Problem Isn’t Your Customer Experience—It’s Retention

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This voice experience is generated by AI. Learn more. This ...