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The Fastest Customer Experience Isn’t Always the Best One
For years, customer experience leaders have been chasing speed. Faster websites, faster apps, faster response times and faster resolution. The assumption has been simple: if we can make experiences...
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FIFA Tried to Erase These Brands. It Didn’t Work.
Photo Credits: Adobe Firefly FIFA brands like Levi’s, Heinz, and Beats were never supposed to be part of the story. FIFA, the international governing body of football (soccer in the U.S.), spent the...
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GLP-1 Consumer Behavior Is Reshaping Retail and Most Dashboards Can’t See It
Nobody designed GLP-1 medications to restructure grocery baskets, freeze apparel conversion, shift fitness demand from ambition to anxiety, or reorganize household alcohol budgets on a physiological...
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The Spirit Airlines Shutdown Proves That Competing on Price Is a Race to the...
The Spirit Airlines shutdown was not a surprise – it was an inevitability. On May 2, 2026, the budget carrier halted all flights and ceased operations for good, becoming the first major U.S. airline...
View ArticleEmployee Engagement: Unlocking Team Potential
The hidden gap between what we measure and what actually drives results Hey there Experience Makers, For quite a while, I have been seeing a pattern, and once you see it, you really can’t unsee...
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How Global Events Influence Customer Experience
The Companies That Win in a Crisis Are the Ones That Were Already Focused on CX Global events have a way of sneaking up on organizations. It could be a policy change, a supply chain disruption, or a...
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What Happened After My Hotel Room Was Broken Into Was A Service Recovery Failure
Service recovery is one of the most powerful tools a company has – and one of the most consistently wasted. I recently traveled to Reno, Nevada, for a keynote speech. I stayed at a high-end resort and...
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Customer Feedback for Restaurants: What a Live Focus Group Revealed About...
I recently conducted a live customer focus group with five regular guests of a breakfast restaurant franchise, and what I heard in those 35 minutes was more valuable than years of traditional customer...
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This Changed How I Think About Customer Experience Feedback Forever
I’ve spent years preaching the gospel of customer experience feedback. Collect. Analyze. Take Action. But here’s the uncomfortable truth I discovered at a recent industry event: we’ve been asking the...
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How The Airlines Reacted To The US Flight Reductions: Winners and Losers In A...
The FAA’s late 2025 directive of US flight reductions by 10% in 40 key markets due to air traffic controller staffing shortages during the government shutdown sent a ripple through the airline...
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Consumer Trust in AI: The Generational Reality Check
Artificial intelligence (AI) has become a staple of modern customer experience, but consumer trust is lagging behind. But new research from Metric Sherpa, in partnership with Sprinklr, reveals a...
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Mystery Bonbons: A Sweet Customer Experience Strategy
When most companies think about growth, they focus on sales, marketing, or product development. But the most powerful differentiator today is your customer experience strategy. Recently, I sat down...
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Everyone in the Restaurant Shapes the Guest Experience — Here’s How
Great food brings people in the door — but it’s the experience that keeps them coming back. Whether it’s a smile from the cashier or the perfectly stacked sandwich from the back of house, every team...
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The $81 Billion Customer Experience Blind Spot: How AI-Powered Payment...
Last month, I had a conversation that stopped me in my tracks. A subscription business CEO told me, “We spend millions perfecting our onboarding experience, but when a customer’s payment fails, we...
View ArticleUsing AI to Deliver WISER Customer Experiences in Any Industry
In today’s competitive landscape, it’s no longer enough to offer a good product or service. Customers expect more – more personalization, more empathy, more convenience, and more wow. That’s where...
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AI Hallucinations in Business: How I Almost Used a Fake Case Study in My Keynote
When preparing for a keynote in Macau, I experienced firsthand how AI hallucinations in business can create serious problems. I turned to ChatGPT for localized examples for my WISER framework, and...
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7 Simple Ways to Create a Luxury Customer Experience
You are what you eat. And in terms of luxury customer experience, people are also what they buy and how they want to feel. What’s perceived as luxurious, though, isn’t based on a high price tag...
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Reputation Is Critical Across Industries – Here Is How You Can Improve It
In today’s business landscape, your reputation is everything – and customers play a pivotal role in shaping it. In the digital age, where every review can make or break a brand, protecting and...
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Customer Experience In Professional Sports: Burnt Ends And Going Beyond
In the world of customer experience in professional sports, like an athlete competing for a shot at glory, the quest is to go beyond. People have plenty of reasons to watch games only experiencing...
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GenAI Reshapes The Search Experience, Potentially At Google’s Expense
For as long as many of us can remember – before generative AI (GenAI) began reshaping the search experience – scouring the Internet for information essentially came down to one word: Google. You can...
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