The result isn’t just better engagement; it’s measurable growth, deeper customer insight, and stronger relationships.
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Chris Wayman
624 posts
Chris Wayman
@chrisbwayman
Chief Client Officer at @Merkle | #ChampionsByDesign
Boca Raton, FL Katılım Mart 2009
759 Takip Edilen1.7K Takipçiler
The type or timing of events rarely reflects where buyers actually are in their journey.
The companies that win treat events as revenue engines. They connect data to action, align teams, and tailor experiences to buyers at every stage, from awareness to retention and expansion.
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When sales, marketing, and customer success operate in silos, events are fragmented and under-leveraged. Event data sits in spreadsheets instead of informing strategy. Technology is often treated as a scheduling tool rather than a strategic asset. forrester.com/blogs/fueling-…
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CX strategy should be centered around creating experiences that last, that customers rely on, and that actually matter.
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We’ve been obsessed with “faster, newer, digital-first.” But what really builds loyalty? Trust. Presence. Substance.
Think wired headphones that never fail, shared live broadcasts, or playlists you can actually own. cmswire.com/customer-exper…
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Without alignment across strategy, technology, and culture, AI becomes a liability.
Companies that treat AI as a board-level mandate and embed it into every decision will define the next decade of customer experience.
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The real question isn’t whether to invest, it’s whether you’re equipped to scale responsibly. Do your teams have the tools, data, and ownership to act? Does your culture understand and trust AI from the frontline to the C-suite?
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If your organization isn’t strategically, technically, and culturally prepared, AI won’t improve customer experiences. Instead, it will create confusion, inconsistency, and missed opportunities. cmswire.com/digital-experi…
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True customer-centric companies embed insights across every team and make every interaction meaningful.
If your teams can’t clearly explain how your product or service improves customers’ lives, you’re wasting time and resources.
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Customer experience is the lens through which every business decision should be made. Too many organizations talk about listening to customers but fail to act. Feedback without follow-through is just noise. fastcompany.com/91402847/how-t…
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Data can tell you what’s happening, but people make your customers feel seen, heard, and valued. That’s the experience that builds loyalty, advocacy, and lasting relationships.
The question for leaders: How are you using technology to free your people to be more human?
Shep Hyken@Hyken
I've said this before, and it bears repeating: The greatest technology in the world hasn't replaced the ultimate relationship-building tool between a customer and a business—the human touch.
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Omnichannel, personalized, and aspirational experiences are table stakes. If your customers don’t feel understood and valued, no strategy or luxury offering will save you. Growth follows experience, not the other way around.
Macy's got it absolutely right.
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Closing underperforming stores is easy. The real differentiation comes from investing in how customers interact with your brand, both in-store and online.
Shoppers notice when you get it right: letters, repeat visits, and engagement all reflect it. pymnts.com/earnings/2025/…
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In any competitive market, customer expectations define the baseline for satisfaction. If your delivery consistently meets or exceeds expectations, you build trust & loyalty. But if your competitors are falling short, your ability to outperform them becomes a real differentiator.
Shep Hyken@Hyken
Set the bar high, and the gap between what your customers expect and what you deliver gets smaller. Create the smallest gap you can between what your customers expect and what you deliver, and the biggest gap between what your competitors deliver and what you deliver.
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From Nov. 3–5 in NYC, leaders across banking, payments, insurance, lending, & wealth management will gather at the dentsu Financial Services Executive Exchange to explore the innovations, technologies, & strategies reshaping the industry.
Seats are limited. Stay tuned for more.
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Quick check-in:
• Are your AI tools helping your team strengthen relationships, or just automate tasks?
• Are you leaning on human insight to stay ahead of shifting expectations?
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AI continues to give teams incredible real-time insights, but human expertise remains the glue that builds trust, drives collaboration, and ensures long-term customer success.
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This article came out in January, and it asked a provocative question: Will B2B customer experience even matter by 2030?
Now, as we approach the last quarter of 2025, it’s worth reflecting. The answer feels clearer: CX isn’t disappearing; it’s evolving. cmswire.com/customer-exper…
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Transparency, human-centered design, and clear accountability are what separate companies that build lasting loyalty from those that erode it.
Ask yourself: Are your AI-driven experiences empowering customers or quietly manipulating them?
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Research shows that over-reliance on AI can reduce cognitive engagement, narrow perceived choices, and subtly steer decisions. What feels like personalization can undermine trust.
Ethical AI is now a leadership imperative, not a compliance checkbox. cmswire.com/customer-exper…
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