A Practical Approach to Retail Challenges: Leveraging Technology Investments...
Today, retail leaders are being asked to solve four problems at once: improve loyalty performance, decide where to deploy AI effectively and efficiently, achieve personalization at scale, and turn...
View ArticleIt isn’t technology…it’s your choices
I think I’ve mentioned before one particular service provider I’ve had for decades that’s constantly disappointing me. For some reason that’s completely lost on me—at least in recent years—this...
View ArticleShopping in 2025 Showed a Fundamental Shift in Shopping Patterns, and a New...
Black Friday and Cyber Monday did more than break records in 2025. They reshaped the entire concept of peak trading. What once was a focused two-day surge has become a month-long cycle that places...
View ArticleWhat Insurance Customers Really Want from Omnichannel Communication
Despite years of investment in digital engagement, from rolling out mobile apps and online portals to digital communication enabled by AI agents, many insurance interactions still feel disjointed....
View ArticleThree ways credit unions can leverage technology to deliver a first-class...
Consumers today have more financial options than ever before—and they’re not afraid to switch. With one in five customers already having changed providers due to poor service, delivering a seamless,...
View ArticleThe Key to Winning the Holiday Shopping Week: Master Scalability,...
With $15.8 million spent online every minute in the peak hours of the 2024 holiday shopping week it is vital retailers are prepared to deliver seamless experiences during the busiest week of 2025....
View ArticleThe power of multi-channel marketing: blending traditional expertise with...
For over 20 years, Sagacity has built a reputation as a trusted expert in direct marketing (DM), helping clients identify and engage the right audience with precision and impact. As competition...
View ArticleTransforming Success with Omnichannel Strategies in Retail
Omnichannel strategies are transforming the retail industry, reshaping how customers interact with brands across digital and physical touchpoints. Whether shopping on a mobile app, interacting with...
View ArticleWestern Consumer Sentiment and the CX Forecast: Europe Leads in Stability
European consumers are demonstrating steadier sentiment and stronger holiday spending intentions than their American counterparts.
View ArticleCentralizing Control of Customer Communications Drives Consistent Experiences...
Trust is the foundation of every strong customer relationship, but it’s fragile. It can take years of consistent positive interactions to build, and only one or two poor experiences to undo. The most...
View ArticleSmarter Customer Engagement: Channel Orchestration for Contact Centre Success
Customer engagement has become the frontline metric for contact center success. It’s no longer just about resolving queries, it’s about how effectively you maintain the relationship in every...
View ArticleBuilding a Growth Engine: 5 Steps to Master Cross-Channel Orchestration
Consumers flit between an ever-growing number of channels, platforms and devices — often within hours and sometimes even minutes. Forrester reports that brands today can reach consumers on more than...
View ArticleTop 10 Things B2B Customers Want from Tech & Telecom Providers in 2025/6
In today’s B2B landscape, customers’ expectations of technology and telecommunications providers are higher and broader than ever. Buyers aren’t just looking for basic connectivity or low prices.
View ArticleWithout This, Your Agentic AI Could Backfire
Suddenly, businesses are pouring cash into agentic AI. A survey from PwC shows that it’s not just organizations at the forefront of emerging technologies that are making this kind of move; it’s...
View ArticleHow Modernizing Data Unlocks a Seamless Customer Journey
Introduction: The Digital Imperative In today’s hyper-connected world, customers expect seamless and personalized experiences at every touchpoint. Companies that fail to meet these expectations risk...
View ArticleFilling the Black Holes of the Voice of the Customer: Use Operations and...
For most organizations, Voice of the Customer (VOC) means surveys and complaints. Both sources are routinely challenged by skeptics because the data represents only a small percentage of the customer...
View ArticleOmnichannel was a myth – Interview with Gaurav Passi of Zingly
Podcast Today’s interview is with Gaurav Passi, Founder & CEO of Zingly. He joins me today to talk about some research that they have recently conducted about FORO (the Fear of Reaching Out), the...
View ArticleUnpacking the voice assumptions that are holding back many CX efforts
Millennials and Generation-Z don’t want to talk on the phone is a claim that you will often hear repeated across the media landscape on a pretty regular basis. Now, while there may be research...
View ArticlePutting the “CX back into Medallia”— with a little help from AI
Last week I had the pleasure of attending the Medallia Experience conference in Las Vegas. It was my first in-person event in over 5 years, and wow, what a difference it makes to see people in person!...
View Article5 Key Insights About Bank Customers & How to Win Their Loyalty
New survey reveals significant data about customer behaviors, preferences, and experiences with banks Financial institutions are facing a highly competitive landscape, so they can’t afford to assume...
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