Where Optimization Ends and Manipulation Begins
Customer experience (CX) today stands on three pillars: data, behavioral science, and precise design. Companies understand heuristics, work with cognitive biases, and test interface variants in real time. [...]
Why humanity matters more than ever in the digital economy
Ten years ago, “digital first” was a strategy. Today it is a minimum without which a company practically does not exist. Automation, self-service, chatbots, or generative AI have [...]
Why Fewer Interactions Can Mean Better CX
Many organizations still confuse activity with value. More emails, more notifications, more surveys, more touchpoints. Customer journey maps keep expanding, driven by the intention to “stay close to [...]
How B2B Customer Expectations Are Changing
Just a few years ago, personalization in the B2B environment was perceived as a competitive advantage. Today, it is rather a baseline requirement. Addressing by name, knowledge of [...]
Why Customers Are No Longer Tied to Brands
Even ten years ago, loyalty was one of the fundamental pillars of customer strategy. Companies invested heavily in loyalty programs, tracked Net Promoter Score (NPS – a measure [...]
Personalization without data governance is an illusion
Personalization has become a buzzword of contemporary customer experience (CX). Companies invest millions in Customer Data Platforms (CDP), marketing automation, and tools built on artificial intelligence. Expectations are [...]
More AI does not mean better CX often just more efficient chaos.
Artificial intelligence has, over the past two years, become the dominant topic in discussions about customer experience (Customer Experience, CX). Strategic roadmaps have given way to presentations on [...]
