Strategy

Building customer agency into AI-powered customer experiences
Retail strategies for revamping the in-store experience in 2026
Beware of ‘winter coating’ your customers
SAP CX CMO foresees a big shift in customer loyalty in 2026
74% of brands worry frictionless experiences will be forgettable
The North Face reimagines the term ‘shopping expedition’
Stop begging for conditional customer reviews
How Ashley Furniture is building better CX through automation and AI
71% of consumers say most companies need to fix CX
Private jet CX expectations just entered a higher altitude 
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