Market Trends & Consumer Behaviour
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 […]
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 […]
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 […]
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 available — but most of that noise doesn’t translate to measurable outcomes. The best CMOs treat focus as a scarce asset: they protect it by defaulting to “no” unless an […]
Big Apple and Big AI: Marketing Takeaways From Optimizely Opticon25 Summary Optimizely’s Opticon25 in New York framed AI’s next phase for marketing as agentic orchestration rather than disconnected feature add-ons. The vendor showcased Opal as an orchestration hub that embeds AI across the OptimizelyOne stack, emphasising repeatable, scalable personalisation and experimentation. The conference underlined rapid […]
It’s Time To Fire Your Legal Team (From Contract Management) Summary Concord CEO Matt Lhoumeau argues that routine contract review is an administrative bottleneck better handled by technology than by high‑priced lawyers. Using examples such as a 300‑person construction firm (Yates Construction) and a software company, the article shows how organisations replaced most in‑house legal […]
How Jordan’s Skinny Mixes CEO Fueled Triple-Digit Growth Summary When Tim Snyder became CEO of Jordan’s Skinny Mixes in 2022 he pushed the health-focused mixer brand from a niche product to multichannel scale. The company preserved its founder’s low‑sugar mission while broadening distribution, launching new product lines (including energy syrups and sugar‑free soda), and leveraging […]
Compete With Hunger, Not Hours Summary Patrick Lencioni argues that competitiveness should be driven by employee hunger, ownership and passion — not by counting hours. He critiques long-hours prescriptions (like the 9-9-6 model) and restrictions such as strict “right to disconnect” rules that focus on time rather than motivation. Lencioni says leaders should create cultures […]
