Digital Experience Analytics Meets AI: Rethinking Operational Reporting Summary Static dashboards and monthly slide decks are failing digital experience teams and the executives who rely on their reports. Traditional operational reporting is often filtered, distorted and out of date, which means risks and opportunities are missed and leaders disengage. AI-driven reporting promises to change that […]
Bridgestone Americas Confirms Cyberattack Summary Bridgestone Americas (BSA) has confirmed a limited cyber incident that affected some of its manufacturing facilities in North America. Reports indicate one tyre plant in Joliette, Quebec, suspended operations earlier in the week. Company statements and local officials say no employee or customer information appears to have been compromised. BSA […]
Sitecore Zero-Day Sparks New Round of ViewState Threats Summary A critical Sitecore zero-day (CVE-2025-53690) is being actively exploited in ViewState deserialization attacks affecting Sitecore Experience Manager (XM), Experience Platform (XP) and Experience Commerce. Mandiant found attackers used an exposed ASP.NET machineKey — pasted in older Sitecore documentation — to craft malicious ViewState data and achieve […]
10 Game-Changing Innovations Outside of AI That Should Inspire CMOs Summary Myles Suer reviews Scott D. Anthony’s book Epic Disruptions and pulls ten broad lessons from historical innovations that matter for today’s CMOs. The article reframes disruption as progress that simplifies complexity and makes the expensive affordable, and it argues CMOs should act as orchestral […]
Customer Retention > Customer Acquisition. Period. Summary This article argues that retention is the operational backbone of sustainable growth and should replace acquisition as the primary marketing priority. It explains why retention is not a mindset but a built system of structured data, dedicated staff and repeatable processes. In a post-ZIRP world — where cheap […]
Reimagining the Contact Centre With Smarter, Human-Centred Experiences Summary Contact centres are a primary touchpoint between organisations and customers. This sponsored piece argues that excellent customer experience depends on a balance of smarter technology (notably AI and knowledge automation) and stronger human-centred support for agents. The article highlights that customers expect seamless, personal interactions and […]
Cracker Barrel’s Logo Backlash: What Marketers Can Learn From a Rebranding Gone Wrong Summary Cracker Barrel unveiled a simplified, flat logo as part of its “ALL The More” modernisation campaign, removing the long-standing Uncle Herschel character. The redesign sparked rapid and vocal backlash from customers and public figures, a short-lived stock dip and an immediate […]
What the ManningCast Teaches Us About Conversational CX Summary The ManningCast — Peyton and Eli Manning’s alternate Monday Night Football broadcast — is more than light-hearted sportscasting. Its conversational format, candid commentary and rotating celebrity guests create community, broaden audiences and build loyalty. The piece argues these traits map directly to modern conversational customer experience […]
Genesys Turns Up the Volume on Agentic AI in Music City Summary At Xperience 2025 in Nashville, Genesys announced a broad push to embed agentic AI and cross-enterprise orchestration into its Genesys Cloud platform. The company revealed expanded Work Automation to coordinate end-to-end case management across departments, a role-based Genesys Cloud Associate desktop for non-contact-centre […]
The UPS Store’s CX Secret: Serve Two Customers, Not One Summary The UPS Store focuses on two distinct but connected customers: franchisees and end customers. Their CX approach recognises that a great customer experience cannot exceed the franchisee experience, so franchisee enablement is central. They lean into “phygital” journeys (online start, in-store finish) for returns […]
