Here’s what happened when decision-making became a closed loop between algorithms. A team of researchers just ran an experiment that should terrify every
I previously shared how sustainability is becoming the new CX battleground 92% of buyers now prioritize brands with social and environmental responsibility, and
Originally published in CX Pulse newsletter | By Audrey Chatel Something fascinating is happening in customer experience right now. For years, we’ve operated
Originally published in my LinkedIn newsletter – adapted for deeper insights. The most comprehensive CX study of 2025 just dropped, and the results
The 2025 Women in CX Awards just revealed the blueprint for scaling human-centered transformation and it’s not what you think Here’s the uncomfortable
Here’s what matters: Philip Morris International just proved that even the most controversial industries can reinvent their customer relationships. After investing over $14
Here’s what every CX professional needs to know right now: customer experience isn’t just changing; it’s being completely rewritten. And if you’re not
Here’s what most brands get catastrophically wrong: They’re obsessing over the wrong customer. While fashion brands chase the mythical size 0-4 customer, they’re
Why I built this blog, and why you should care 🙂 Here’s the truth: after 15+ years swimming in the customer experience waters,
Something interesting happened in Lisbon this May. While most of us were caught up in our daily customer experience (CX) fires, over 200
