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 […]
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 […]
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 […]
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 […]
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 […]
Why B2B Tech Deals Really Stall — And What Marketers Can Do About It Author style Punchy — this is a practical wake-up call for marketers who want fewer stalled deals and more predictable revenue. Read the detail if you care about turning indecision into closed business. Summary The article argues that the main rival […]
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 […]
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 […]
