We’ve been aiming customer marketing at the wrong target. Most teams treat it as an advocacy program—a place to collect case studies, product reviews and reference calls.

A PetSmart employee reported Oct. 28 that a customer had thrown at sanitizer bottle at her face and ran from the store. Respond officers did not locate the suspect but learned that the woman was upset that the veterinarian at the store was not able to treat her sick dog.

To be fair, our obsession with frictionless experiences stems from a legitimate fear: In a world of infinite choice, a single moment of frustration can send a customer to a competitor. But this relentless pursuit of speed and simplicity often results in a sort of non-experience, a homogeneous market where every brand looks and feels the same.

A FURIOUS McDonald’s customer launched a cup of boiling hot coffee at a manager during a blazing row over a refund. Shocking footage shows the customer shouting “f**k you – catch

For decades, many organizations have tried customizing certain aspects of their marketing, sales, and customer experiences. Many started small, adding a first name automatically to emails, passing along discounts to repeat loyal buyers, and segmenting behaviors, audiences, and classes by demographics.

By Malte Kosub, CEO & Co-founder of Parloa Enterprises in the United States (U.S.) are on the cusp of a new reality: customer experience (CX) can’t be monolingual or anchored in English alone. Increasingly,

Amazon has filed a lawsuit against AI startup Perplexity AI, accusing the company of covertly accessing Amazon customer accounts through its agentic shopping technology. The lawsuit was filed in the US District Court for the Northern District of California.

AI plays a critical role in CX, shifting from experimental to foundational. Here are the trends significantly impacting global CX strategies.

PRESSADVANTAGE – Rocket CRM has announced the introduction of its new Missed Call Text Back system, developed to enhance customer engagement, ensure timely responses, and minimize potential communication gaps for businesses managing high call volumes.

“I still read customer complaints,” Dimon said at the America Business Forum in Miami on Thursday. “If they ask you a question, you’ve got to respond to me directly and not go up that chain of command. The chain of command starts to edit it and fine-tune it. The bureaucracy does want to control you, so you’ve got to kill the bureaucracy.”