"In B2B sectors characterized by complex decision-making processes and long-term partnerships, NPS often falls short. Sony and LG in South Korea illustrate the challenges of applying NPS effectively in environments where sustained service excellence & management are key."

What if you could revolutionize customer interaction with cutting-edge technology and enhance loyalty like never before? Join us as we uncover the secrets with Jay Patel, SVP GM of Webex Customer Experience.

Your experience and expertise are a valuable guide, and the gut instinct they inform should not be dismissed. Be wary, though, of your perspective. It can lead you astray. For this and more EOY marketing perspective check out Andrew Schulkind's latest piece here:

Erin Raese "gets" loyalty. That's just one of the reasons why our recent conversation was so enlightening. We covered a lot of ground - AI and its utility within loyalty, navigating Gen Z, the new rules of gamification

The integration of causal AI with generative AI and LLMs in 2025 means decision-making systems will be capable of presenting not just scenarios but also their underlying causes. Thx to Mridula Rahmsdorf, Chief Revenue Officer IKASI for opening our eyes to what's coming.

Worldline is the 4th largest payment processor in the world, and as such, they are in a unique position to see and understand trends in the payments marketplace long before they become evident at ground level.

If you're not floored by the amount of money flooding into Retail Media then you're missing the magnitude of it. But don't blink because Commerce Media is already exploding exponentially. Eric Brackmann leads the commerce media effort at Koddi and is right in the midst of it.

“Advanced AI won’t be a silver bullet for CX,” says Vergara, “but a series of strategic implementations that collectively empower teams to deliver more personalized and empathic customer care." Ana Vergara of Teleperformance on what to expect in travel & hospitality CX.

In this episode we sit down with Eric Brackmann, VP of Commerce Media at Koddi, to unpack the evolving landscape of commerce media. With the rapid growth of retail media and natural progression into commerce media, we survey the complexities and opportunities in this space.

It's time for your year-end Customer Compliance check-up. And yes, the regulations have gotten more complex since the last time you did this.

This might be unpopular with some of my friends on the subscription side but IMO this is welcome news. The rules for subscription-based businesses are changing, thanks to recent updates from the FTC regarding its “Negative Option Rule.”
customerland.net/the-ftcs-cli...

Thought the number would have been higher. According to Kantar, 67% of consumers worry that brands engage in social issues only for commercial reasons. Thanks to Karla Jo Helms ★ at JOTO PR Disruptors for today's brand guidance.
customerland.net/brand-authen...

Heads-up that DPP is coming your way. The Digital Product Passport framework WILL challenge supply chain practices. I caught up with Megan Brewster, VP of Advanced Technology at Impinj and a former Fellow and Senior White House Policy Advisor?
customerland.net/retailers-gu...

Customer Regulations are Evolving Faster Than You Think. customerland.net/getting-your...