Introduction As 2025 draws to a close, consumers across the Western world are navigating the holiday season with a mix of caution and resilience. Inflation, geopolitical uncertainty, and shifting cultural habits all weigh heavily on decision-making. Yet within this complexity, one [...]
💳 In B2B, loyalty isn’t points. It’s partnerships. When we think of loyalty, many immediately picture points, discounts, or perks. But in B2B, loyalty looks very different. It’s not about collecting rewards; it’s about building partnerships that last through trust, value, [...]
Forget vanity scores. From real-time insights to account-level health, these companies are proving that smarter CX metrics drive real business impact. The Gist Integrated CX data. Technology companies are consolidating customer feedback from multiple channels into one unified platform for more [...]
This article was inspired by the work of Joseph Pine II (Joe Pine) and James H. Gilmore, authors of The Experience Economy and by my years serving the Samsung Group. Introduction: The Experience Economy in Mobile Technology The global smartphone [...]
