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Friday, April 17, 2026
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CATEGORY

CX

Contact Center

Connection Is the New Currency of Customer Experience

Sarita Fernandes -
The contact center has long chased speed and efficiency. In the age of AI and the experience economy, the metric that truly wins loyalty is empathy, context, and human connection.
Customer Service

When Self-Service Stops Serving the Customer

Bryan Cheung -
Liferay’s 2025 report reveals how broken self-service erodes trust. Martech teams must fix friction by designing experiences that flow—not frustrate.
Personalization and Privacy

Tariffs Test How Much Price Pain Shoppers Can Take

Guru Hariharan -
As tariffs drive new price hikes, brands face a tough choice: absorb costs or risk shopper defection. AI and pricing agility may decide who wins the cart.
Personalization and Privacy

AI and the New Rules of Business Adaptation

Chris Chib -
From personalization to predictive insights, AI is redefining how companies adapt, compete, and build trust in a fast-changing business landscape.
CX

Customers Trust You, Not Your AI. Here’s Why.

Isabelle Zdatny -
Qualtrics 2026 report finds AI, personalization, and privacy gaps erode trust, showing CX improvements alone aren’t enough to retain customers.
Personalization and Privacy

Is the Future of Personalization About More Data, or Smarter Data?

Dean de la Peña -
Marketing’s next leap isn’t about more data—it’s about the right data. Precision over volume drives trust, intent-driven engagement, and real results.
Loyalty

The Treat Economy: How Small Luxuries Boost Retail Returns

Guru Hariharan -
As shoppers favor small indulgences over big splurges, the rising “treat economy” can help retailers capture loyalty and margin this holiday season.
Personalization and Privacy

Using Behavioral Data to Drive Authentic Customer Relationships in a Digital World

Chris Bretschger -
Discover how behavioral data helps brands move beyond personalization to build genuine, trust-driven customer relationships in a digital-first world.
Personalization and Privacy

Can Marketers Personalize Without Invading Privacy?

Eleanor Hecks -
Marketers seek a balance between ethical personalization, data security, and AI-reshaped marketing approaches without crossing privacy boundaries.
CX

How CPG Leaders Used AI to Boost Prime Day Sales

Bill Schneider -
CPG leaders harnessed AI-driven, real-time bidding to boost Prime Day sales, focusing on incremental growth and smart spend, not just bigger budgets.
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