Customerland

08/08/2025

“DIY market research? You’re kidding, right?” I can hear you think. No, no. You did. I heard you! And why shouldn’t you? “Market research” is not thought of as a traditional, do-it-yourself project. Except these days, apparently, it is. Robert Passikoff offers some perspective: "Step away from the market research!"

Customerland covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.

06/08/2025

Burnout comes from long-term stress and pressure. Compassion fatigue is different – it’s trauma-adjacent. It emerges when people absorb others’ pain or distress repeatedly without enough processing, support, or decompression. And that phenomenon is as real as it gets in the world of CX. How should companies respond? Rachel Guevara and her team at TaskUs building out an incredible suite of solutions that are already generating real ROI. If you operate in CX, please give this a listen.

Customerland covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.

05/08/2025

"Market research” is not thought of as a traditional, do-it-yourself project. Except these days, apparently, it is. SO many reasons to not DIY your market research. Please, just put it down before you hurt somebody.

Customerland covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.

01/08/2025

The survey found that four in five developers use AI tools in their workflow in 2025—a portion that has been rapidly growing in recent years. That said, "trust in the accuracy of AI has fallen from 40 percent in previous years to just 29 percent this year." How much does trust in AI matter in your line of work? How much has that changed over the past year or two?

We're on a quest to answer those questions and the "why's" behind them and we're looking for partners to build with. Hit us up if you see what we see.
- Customerland
https://cstu.io/8c360

Customerland covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.

31/07/2025

The clearest takeaway from Amperity’s just-released 2025 State of AI in Retail report: nearly every company surveyed plans to maintain or increase its AI investment over the next year – but only 11% say they’re prepared to scale AI across the enterprise. This isn’t an AI problem. It’s a data problem. And the gap between ambition and ex*****on is widening.

Customerland covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.

30/07/2025

"The biggest (AI) gains don’t necessarily come from new technology – they come from seeing your customer more clearly and designing experiences that reflect that understanding." That was just one of the big takeaways from my recent conversation with Calvin Cheng of West Monroe.
https://cstu.io/b78e04

25/07/2025

"Desperate Marketing Does Not Attract Eager Buyers." Leave it to Andrew Schulkind to boil the marketing moment down to its essence. "Desperate times may call for desperate measures, but desperation definitely does not attract eager buyers."

Customerland covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.

24/07/2025

While she was explaining the Fullstory approach, Lindsay Bayuk casually asked if I knew what a "rage click" was, which of course, I didn't. "Traditional analytics give you numbers: bounce rates, clicks, conversion rates. Useful, yes – but shallow. Behavioral data, by contrast, surfaces emotional cues: frustration, confusion, engagement. Think “rage clicks” (five rapid clicks in ten seconds), erratic cursor movement, or error-clicking during checkout. These signals point to friction – and opportunity."

You should check out my eye-opening conversation with Lindsay here:

Customerland covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.

16/07/2025

It’s AI Appreciation Day, so Cedric Chereau, Managing Director at Eagle Eye takes look at where AI is delivering real value across the retail sector.

Customerland covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.

16/07/2025

I had Bryan Gernert, CEO of Resonate on the podcast recently. "One of the most compelling parts of Gernert’s framing isn’t technical at all – it’s strategic. He challenges the dominant narrative of AI as a cost-cutting tool. “Those conversations are valuable,” he says, “but expense isn’t nearly as interesting or valuable as driving additional revenue.” I couldn't agree more. https://cstu.io/5a8246

15/07/2025

When you build the architecture of signal into the system, people don’t just feel more informed – they feel more certain. They move with more purpose. They make better decisions.

Customerland covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.

14/07/2025

At some point, I started wondering if this was just the cost of modern work. Maybe fog is the price we pay for complexity. But the more time I spent inside the systems, the more convinced I became: there has to be a horse in here somewhere.

Customerland covers the customer engagement ecosystem - the news, technologies, and people driving the customer revolution.