The UPS Store’s CX Secret: Serve Two Customers, Not One Summary The UPS Store treats franchisees and end customers as dual customers — because end-customer experience can never outpace the franchisee experience. Sean O’Neal, VP of Retail Operations, explains how a culture of rapid recovery, a “high say-to-do ratio”, and fast feedback loops (double-blind NPS, […]
Tech Marketers Set the Pace as AI Leaders Summary New research commissioned by ActiveCampaign and conducted by Talker Research finds that marketers in tech and startup companies lead the broader marketing community in AI adoption and maturity. The study of 1,000 US marketing professionals (211 in the Tech & Startup segment) shows near-universal AI use […]
The Customer Retention Pipeline: How to Seal Leaks and Keep Loyalty Flowing Summary This CMSWire piece argues that the era of cheap acquisition-fuelled growth (ZIRP) is over and that retention must now be the primary growth strategy. With rising customer acquisition costs, ad fatigue and data distrust, brands need to stop treating growth like a […]
How CDPs Bridge the Customer Data Gap CRM Can’t Summary Data volumes are exploding and traditional CRMs are struggling to keep pace. This piece explains why Customer Data Platforms (CDPs) have become the essential infrastructure for turning the incoming data deluge into usable customer intelligence. CDPs ingest, cleanse and unify data from many sources (including […]
Why B2B Tech Deals Really Stall — And What Marketers Can Do About It Summary This article argues that the primary competitor in modern B2B tech deals is not another vendor but buyer indecision driven by internal misalignment, information overload and fragmented stakeholder groups. Traditional urgency-driven sales tactics and feature-focused pitches no longer work; clarity, […]
Big Apple and Big AI: Marketing Takeaways From Optimizely Opticon25 Summary Optimizely’s Opticon25 in New York made one thing clear: AI in marketing has moved from isolated features to agentic orchestration. The company showcased Opal as an orchestration hub that unifies content, experimentation and martech integrations. Presentations and demos emphasised scaleable personalisation, experiment-driven growth, improved […]
Discipline Over Disruption: The Secret Antidote to Marketing Waste Summary Marketing teams are drowning in activity and tools: there are over 15,000 martech solutions but most add cost, complexity and little return. The article argues that focus and disciplined refusal — not endless experimentation — are the antidote to marketing waste. Leaders must make “no” […]
Sun International CEO talks up iGaming opportunities following H1 growth Summary Sun International reported H1 2025 income of ZAR6.19 billion, a 3% increase on the prior year, driven largely by strong online performance. Sunbet, the group’s online arm, delivered a standout result: revenue rose 70% year-on-year to ZAR871 million. Total iGaming deposits jumped 105%, first-time […]
Weekend Report: Rush Street Interactive new CTO, MGM COO exits, iGaming consultancy launches Summary iGB’s Weekend Report rounds up the latest people and partnership moves across the iGaming sector. Key items this week: Rush Street Interactive has named Shubham Tyagi as its new chief technology officer; long-serving MGM Resorts COO Corey Sanders will retire at […]
New York online sports betting handle back above $2 billion in August Summary New York’s online sports betting handle returned above $2 billion in August, with total wagers of $2.04 billion — the first month above $2 billion since May. The New York State Gaming Commission reported gross gaming revenue of $178.2 million, a 42.6% […]
