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Tuesday, September 22, 2026
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CX

CX Metrics

Target’s Brand Score Was Sinking Before the Clown Did

Khushbu Raval -
Target's Halloween costume backlash grabbed headlines, but the data shows a three-year pattern of self-inflicted brand damage — and a recovery narrative that just took another hit.
Adtech

Audiences Can Tell What’s Real. Can Your Brand?

Kate Rourke -
Getty Images' Kate Rourke breaks down 2026's mid-year creative trends in AI, authenticity and sport — and what APAC audiences are rewarding.
Loyalty

When AI Agents Do the Shopping, Who Wins Loyalty?

Denise Holt -
As AI assistants start booking and buying on customers' behalf, loyalty programs invisible to them risk losing every deal without ever knowing it.
Loyalty

The Loyalty Assumptions Holding Marketers Back

Dr. J.R. Slubowski -
Loyalty programs are missing the mark. New research reveals how recognition, not rewards, actually earns customer trust — and where brands get it wrong.
Personalization and Privacy

Why Brands Should Just Ask What Customers Actually Want

Eleanor Hecks -
Retailers know what you bought. They rarely know why. A look at why asking customers directly may outperform tracking them — and rebuild trust along the way.
Conversational AI

Your AI Chatbot Knows More Than Your Marketing Team

Dan Flores -
Attractions using AI agents are sitting on a goldmine of visitor intent data. Franklin Park Conservatory shows what happens when you actually listen.
Featured Posts

AI Ads Will Win Only If They Earn Consumer Trust

Nataly Kelly -
A new survey finds consumers are open to AI advertising but expect brands to prioritize trust, transparency, and context over aggressive targeting.
CX

Payment Experience Is the Foundation of B2B Loyalty

Allen Bonde -
TreviPay's CMO Allen Bonde makes the case that payment experience is the most underutilised loyalty lever in B2B — and why marketers should own it.
CX

E-commerce Doesn’t Have a Data Problem. It Has a Speed One.

Guru Hariharan -
CPG brands are drowning in data but losing ground to competitors who act on it faster. Agentic retail — AI that executes, not just analyzes — is becoming the new edge.
CX

AI Is Supercharging Returns Fraud. Retailers Are Behind.

Scott Gifis -
Fraudsters are using AI to doctor damage photos and fabricate proof of returns. At $77 billion in fraudulent claims annually, retailers can no longer afford to look the other way.
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