Retailers and brands are entering a radically different landscape – one where customers increasingly rely on autonomous AI agents to search, compare, transact, and even negotiate …
For decades, firms chased feature lists: lighter, faster, cheaper. But the competitive edge now belongs to experiences - the feelings, rituals and contexts that surround a product…
Customer experience (CX) has become the battleground for loyalty, yet most strategies still assume people are rational, linear decision-makers. Dashboards glow green, NPS inches u…
For years, Starbucks has been more than a coffee chain. It has been a cultural touchpoint, a lifestyle symbol, and—most importantly—a “Third Place” between home and work where peo…
We've all heard it. The golden rule. The holy grail of business.
"The customer is always right."
Really?
Tell that to the waiter who was blamed for the fish being "too fi…
