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Insights to Take Your Customer Experience toThe Next Level

We live and breathe CX and want to teach you and your team to do the same! Check out Dan’s blog to stay up-to-date on all the latest news, trends, and practices in CX!

AI & CX

Two women look at a mobile phone. Customer experience speed is
Customer Experience

The Fastest Customer Experience Isn’t Always the Best One

For years, customer experience leaders have been chasing speed. Faster websites, faster apps, faster response times and faster resolution. The assumption has been simple: if we can make experiences faster,…

Tom Martin

5 min read

Consumer trust in AI
Customer Experience

Consumer Trust in AI: The Generational Reality Check

Artificial intelligence (AI) has become a staple of modern customer experience, but consumer trust is lagging behind. But new research from Metric Sherpa, in partnership with Sprinklr, reveals a significant…

Dan Gingiss

5 min read

Customer Experience Blind Spot
Customer Experience

The $81 Billion Customer Experience Blind Spot: How AI-Powered Payment Recovery Transforms ‘Necessary Evils’ into Remarkable Moments

Last month, I had a conversation that stopped me in my tracks. A subscription business CEO told me, “We spend millions perfecting our onboarding experience, but when a customer’s payment…

Jeremy Burke

5 min read

AI Customer Experience
Customer Experience

Using AI to Deliver WISER Customer Experiences in Any Industry

In today’s competitive landscape, it’s no longer enough to offer a good product or service. Customers expect more – more personalization, more empathy, more convenience, and more wow. That’s where…

ChatGPT

5 min read

AI Hallucinations in business
General Business

AI Hallucinations in Business: How I Almost Used a Fake Case Study in My Keynote

  When preparing for a keynote in Macau, I experienced firsthand how AI hallucinations in business can create serious problems. I turned to ChatGPT for localized examples for my WISER…

Dan Gingiss

6 min read

CX Predictions 2025
Customer Experience

Customer Experience Predictions 2025: AI, Leadership & Human Connection

Our customer experience predictions for 2025 reveal a transformative shift in how businesses will connect with their customers. Based on insights from leading CX experts, these predictions highlight the critical…

Dan Gingiss

5 min read

Gen AI search
AI & CX

GenAI Reshapes The Search Experience, Potentially At Google’s Expense

For as long as many of us can remember – before generative AI (GenAI) began reshaping the search experience – scouring the Internet for information essentially came down to one…

Dan Gingiss

7 min read

Customer Experience

11 Brands Using AI and Big Data to Uncover Hidden Insights

AI and big data are a powerful force together. Companies are no longer claiming they don’t have enough data; in fact, the opposite is true. In a recent survey, Salesforce…

Dan Gingiss

5 min read

A woman sits at a laptop with digital icons floating around her to indicate the interaction of AI and customer experience.
Customer Experience

AI And Customer Experience: More Than Just Chatbots

AI and customer experience are already working hand-in-hand, and there's plenty more to come. In a world marked by vast uncertainties, one thing appears certain: artificial intelligence (AI) is destined…

Dan Gingiss

7 min read

Medallia CEO Joe Tyrell stands on stage with a big screen behind him that says "Welcome to Experience '24". AI and Human Collaboration was a key theme of the event.
Customer Experience

Key Takeaways from Medallia Experience 2024: How AI is Transforming Customer and Employee Experience

The Medallia Experience 2024 conference in Las Vegas brought together thought leaders and innovators from various industries to discuss the future of customer and employee experience. This year's conference emphasized…

Dan Gingiss

4 min read

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Event planners love working with Dan because he’s easy to partner with and guaranteed to wow your audience. Audiences love him because his strategies are simple, actionable, and fun. Book Dan and give your attendees a keynote they’ll talk about long after the event.

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