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 […]
SMEs employment growth under heterogeneous credit constraints Summary This paper (Vlassas, Giannakopoulos & Kallandranis) examines how different types of credit constraints affect employment growth in small and medium-sized enterprises (SMEs). Using survey evidence and robustness checks, the authors find that firms which are fully credit-rationed or discouraged from applying for credit are about five percentage […]
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 field in AI adoption and maturity. Nearly all tech marketers use AI at work, and a majority apply it to marketing activities — with a higher […]
The Customer Retention Pipeline: How to Seal Leaks and Keep Loyalty Flowing Summary In a post-ZIRP world where cheap capital has dried up, this article argues organisations must prioritise retention over acquisition. The piece compares retention to a water system: patch leaks (inconsistent messaging, poor onboarding), filter impurities (meaningless content or over-personalisation), and build reservoirs […]
How CDPs Bridge the Customer Data Gap CRM Can’t Summary Organisations are facing a data deluge — global data is forecast to reach 181 zettabytes by the end of 2025 — and traditional CRMs are struggling to keep pace. This article explains why Customer Data Platforms (CDPs) have become the essential layer for turning fragmented […]
