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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!

General Business

FIFA brands hidden behind tarp at World Cup stadium
Customer Experience

FIFA Tried to Erase These Brands. It Didn’t Work.

  Photo Credits: Adobe Firefly FIFA brands like Levi's, Heinz, and Beats were never supposed to be part of the story. FIFA, the international governing body of football (soccer in…

Dan Gingiss

6 min read

A departures board at an airport shows all flights canceled. The Spirit Airlines shutdown is an example of why competing on price doesn't work.
Customer Experience

The Spirit Airlines Shutdown Proves That Competing on Price Is a Race to the Bottom

The Spirit Airlines shutdown was not a surprise – it was an inevitability. On May 2, 2026, the budget carrier halted all flights and ceased operations for good, becoming the…

Dan Gingiss

6 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

tariffs
Customer Experience

Beyond the Price Tag: How Tariffs Impact the Customer Experience

When the topic of tariffs comes up, the conversation often centers on economics, politics, and international trade relationships. We’ll leave those discussions to the experts while we look at tariffs…

Dan Gingiss

5 min read

show customers love
Customer Experience

Five Ways To Show Customers You Love Them On Valentine’s Day

Let’s face it – without customers, we don’t have a business. So why do so few companies remember to show some love to their existing customers? Usually, they are too…

Dan Gingiss

5 min read

California wildfire aftermath
Customer Experience

How to Stay Connected with Customers During a Crisis: Lessons from the California Wildfires

Staying connected with customers during a crisis is not just good business; it's an essential way to build trust and loyalty. The recent California wildfires, with their devastating toll on…

Dan Gingiss

4 min read

2025 Goals
Customer Experience

Customer Experience Goals 2025: Strategic Framework for CX Leaders

I love the phrase "aggressively achievable" – it perfectly captures what great customer experience goals for 2025 should be. A former business leader coined this brilliant concept, teaching me that…

Dan Gingiss

4 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

Customer feedback "thought bubbles" in different colors. There are no words; the icons are meant to represent a lot of people providing opinions.
Customer Experience

How to Collect, Analyze, and Take Action on Customer Feedback: A Comprehensive Guide

Customer feedback has three phases – Collect, Analyze, and Take Action – and yet many companies only focus on the first two. Following up on customer feedback to enhance customer…

Dan Gingiss

11 min read

A man and a woman discuss a project while standing at a white board in an office. The RACI Model can be used for customer experience projects.
Customer Experience

How To Apply the RACI Model to Customer Experience

For customer experience to work, everyone needs to understand their role – and the RACI model can help. Though the model was developed back in the 1970s, well before CX…

Dan Gingiss

5 min read

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