SmarterCX • 25th April 2018

3 Ways Your Retail Shoppers Have Changed

How exactly have shoppers evolved? We did some research, asked real shoppers for their input, and outlined three prominent changes. To learn more about how to delight the modern shopper, read the full ebook: “3 Ways Your Shoppers Have Changed, and How to Keep Up in a Digital Age".

SmarterCX • 10th April 2018

Live from Studio at Oracle Modern Customer Experience 2018

The SmarterCX.com team and I were excited to host a Facebook Live interview series from Modern Customer Experience 2018. We broadcasted live on Tuesday, April 10th, Wednesday, April 11th, and Thursday, April 12th from the McCormick Center in Chicago, where we spoke with keynote speakers, leaders from top brands, CX influencers, and more.

SmarterCX • 5th April 2018

How PureFormulas Delivers Personalized B2C Commerce Experiences

We spoke with Lars Furtwaengler, VP of eCommerce & Merchandising at PureFormulas, a Markie Award finalist in the Best B2C Commerce Experience category. Here’s what we learned about Lars and the innovative work he and the health and supplement store are doing in customer experience.

SmarterCX • 3rd April 2018

How Brazilian Fashion Retailer Passarela Uses Data for Better CX

We spoke with Yasmini Ferrara, Director of Ecommerce and Marketing at Passarela, a Markie Award finalist in the Best Use of Data category. Here’s what we learned about Yasmini and the innovative work she and the Brazilian fashion retailer are doing in customer experience.

SmarterCX • 20th March 2018

Mack Trucks Then & Now: A Journey to Digital Marketing Success

For the first time in 15 years, Mack Trucks has released a new Anthem Truck. While some traditions have remained the same for the 118-year-old brand, like the bulldog hood ornament, other aspects of the business have changed considerably.

SmarterCX • 27th December 2017

Your CX is about to get smarter.

As Editor-in-Chief of SmarterCX.com, I launched the site with my team in November 2017 and I manage all content and contributors. SmarterCX.com by Oracle is the destination for professionals who are building the next generation of customer experience. Here, you can find breaking news, in-depth analyses, expert insights, and useful tools that will empower you to think and work progressively.

SmarterCX • 27th December 2017

Year in Review: Top CX Trends in Artificial Intelligence

In 2017, trends in artificial intelligence were at the forefront of customer experience technology and top-of-mind for CX professionals around the world. Here, I highlight SmarterCX.com's top content on the subject of AI.

SmarterCX • 20th December 2017

3 CX Takeaways from Oracle Cloud Day

Last month, the SmarterCX team attended the Oracle Cloud Day event in Boston. Here are three CX-centric lessons we took away from the event.

SmarterCX • 13th December 2017

Live with Jack Berkowitz on Adaptive Intelligence, IoT

My interview with Jack Berkowitz, Vice President of Products and Data Science for Oracle’s Adaptive Intelligence Program, live at Oracle OpenWorld 2017.

SmarterCX • 7th December 2017

SmarterCX.com Presents a Smarter Holiday Season

As the Editor-in-Chief of SmarterCX.com, I have the unique honor of working with leaders, influencers, and subject matter experts in customer experience on a daily basis, and I get to hear the latest in trends and news, including insights from the 2017 holiday season.

SmarterCX • 24th November 2017

AI vs. New Yorkers: Holiday Gift Recommendations for Mom

The SmarterCX video crew and I interviewed New Yorkers for their holiday gift ideas, and in this piece I assess the capabilities of AI in providing online purchase recommendations.

SmarterCX • 21st November 2017

Best Practices in B2C, B2B, and B2E Ecommerce Implementation

My interview with Vince Vachio, President of VSG Commerce, live at Oracle OpenWorld 2017.

SmarterCX • 14th November 2017

From Connected CX to Roomba: Live with Des Cahill at Oracle OpenWorld

My interview with Des Cahill, VP and Head CX Evangelist at Oracle, live at Oracle OpenWorld 2017.

SmarterCX • 30th October 2017

Pepper the Robot Gets "Peppered" with CX Questions at Oracle OpenWorld

My interview with Pepper the Robot and Wayne Brown, Demo Architect at Oracle, at Oracle OpenWorld 2017.

SmarterCX • 27th October 2017

When Does CX Personalization Become Creepy?

In one of my favorite pieces for SmarterCX.com, the video crew and I interviewed New Yorkers in and around Grand Central Terminal and asked a number of questions regarding customer experience, including: When does CX personalization become creepy?

SmarterCX • 12th October 2017

Experience This! New Customer Experience Podcast Launched

On SmarterCX.com, I announce a new podcast series by “always upbeat and definitely entertaining,” hosts Joey Coleman and Dan Gingiss.

SmarterCX • 28th September 2017

Everything You Need to Know About the CX Showcase at Oracle OpenWorld 2017

I outline everything attendees need to know about activities at the CX Showcase at OpenWorld 2017.

SmarterCX • 27th September 2017

Millennials vs Baby Boomers Reveal In-Store Shopping Expectations

With the consistent advent of new technologies in the retail industry such as AI, chatbots, beacons, and ever-rising online shopping statistics, is the brick-and-mortar retail store still relevant to Millennials vs Baby Boomers?