The digital commerce industry has spent the last twenty-five or so years optimizing a single, unit of measurement: the session. We built cathedrals of conversion rate optimization (CRO), obsessed over pixel-perfect hero images, and deployed armies of "customer success" bots that were littl...

The 2026 EdelmanTrust Barometer is out. What do its results mean from a #CX angle?

Based on the trajectory from Innovation Anxiety (2024) to Grievance (2025) and finally Insularity (2026), we can see five critical impacts on Customer Experience (CX). The data suggests that CX strategies must pivot fr...

The news

IEE just released standard 7012-2025 for machine readable personal privacy terms, nicknamed MyTerms. MyTerms covers interactions and agreements between individuals and service providers they interact with on a network. It defines a way for personal privacy requirements to be expressed as sta...

For the longest time, companies have been trapped by enterprise software vendors.

First by shrink-wrapped software packages.

Then by SaaS offerings.

Both situations led to what one even in a SaaS world can call shelfware – although these days the shelf is a virtual one instead of a physical one. Buyers...

The Lost Strategy: What CRM Was Supposed to Be

CRM at its very origin, was a strategy. With the advent of systems that support the execution of this strategy, the term more and more got shifted to describe a system. This shift can get seen in the words of CRM GodfatherPaul Greenberg. His pre-2009 def...