Customerland

A retailer can spend millions driving traffic to a website and still quietly shut out customers at the exact moment that matters most: browsing, adding to cart, and checkout. That’s the uncomfortable truth behind web...

“Deflection is dead” is a bold claim, but after this conversation it’s hard to argue. I’m joined by Pasquale DeMaio , VP of Amazon Connect Customer at AWS, to talk about why the future of customer service isn’t a...

Your next grocery “deal” might not be a discount at the register and that’s exactly why it works. We sat down with Sean Turner, co-founder and CTO of Swiftly, to unpack the real mechanics behind digital promotions that...

What if AI could design your business in minutes—and still pass audit? We sit down with Pega CEO Alan Trefler to unpack how Blueprint uses generative AI to reimagine complex processes while preserving the predictability...

Want proof that churn isn’t the end of the story? We sit down with Recurly’s Chief Product Officer, Priya Lakshminarayanan, to explore how pause states, micro subscriptions, and one‑click plan changes are rewriting the...

Customers don’t churn all at once—they leave through a thousand small cuts. We sit down with Katie Costanzo, President of CX at CSG, to unpack how leading brands are closing those gaps with real-time decisioning...

What if the antidote to career burnout isn’t a new job, but a new structure? We sit down with Ruth Stevens - B2B marketing veteran, educator, and globe-trotting “academic tourist” - to unpack how a portfolio career can...

Shoppers aren’t average anymore—and our stores shouldn’t be either. We dig into why treating each location as a living ecosystem beats blanket strategies, especially when consumer signals are split between cautious and...

Forget churning out more content; the real advantage now is coaching intelligent systems to deliver work that still feels unmistakably human. We sit down with Johann Wrede, CMO of UserTesting, to unpack why the modern...

The excitement around agentic AI is loud, but the real story starts where hype meets accountability. We sit down with Eric Karofsky, CEO of Vector HX, to separate narrow task agents from agentic systems that plan...

The future of retail isn’t just about shiny tech on the sales floor; it’s about the unseen engine that makes every experience feel effortless. With Verizon Business’s Katie Riddle, we unpack how sensorized products...

What happens when retail stops waiting for shoppers to arrive and starts responding to every signal in real time? We dive into a candid, practical look at how AI is reshaping the entire customer journey—from discovery...

A grocery cart that acts like a high-performing media channel sounds bold, until you hear how it actually works. We sit down with Yaniv Zukerman, CMO at Cust2Mate, to unpack how a retrofit smart cart platform turns the...

The most valuable loyalty program isn’t a points card—it’s a living system that knows each shopper, adapts in real time, and proves it can drive incremental spend. We sit down with Jeff Baskin, Chief Revenue Officer at...

Fraud doesn’t just show up as a stolen card anymore—it arrives as coordinated global operations and as “friendly” misuse from customers who otherwise look perfect on paper. We sit down with Armen Najarian, CMO at Sift...