2026 Will Be The First AI-Native Holiday Season. Is Your CX Ready?
From early TV advertising all the way to e-commerce, holiday shopping has always evolved alongside technology. Then smartphones changed where and when customers shopped. Omnichannel retail blurred the line between digital and physical experiences, and now, AI is beginning to sit across all of them. There’s no denying that AI seriously influenced the 2024 and […]
The New Battleground in Automotive Customer Experience
Automotive service brands are operating in a changing market. On one hand, demand is strong. Vehicles are staying on the road longer, maintenance needs are growing, and service visits are becoming a larger part of the automotive customer experience. On the other hand, with access to more information and choices than ever, customer loyalty is […]
Are Convenience Stores Becoming QSR Competitors? Here’s How Brands Can Stand Out in 2026.
Convenience retail used to be built around the quick stop: fuel, a drink, a snack, and back on the road. That model has changed. Today’s C-Store visit can include fresh food, coffee, made-to-order beverages, self-order kiosks, loyalty apps, mobile offers, EV charging, clean restrooms, and a broader retail experience. (Perhaps the broadest case in point: […]
3 Things to Do About Customer Survey Stagnation in 2026
Customer satisfaction surveys are tried-and-true. For years, they have been the default way enterprises measure customer experience. CSAT, NPS, and post-interaction surveys are familiar, scalable, and easy to deploy, but with customer survey stagnation on the rise, many enterprise CX leaders are starting to ask a harder question: If our survey scores are consistently high, […]
IntelliShop Is Leading AI Innovation in Mystery Shopping, Brand Auditing, and Customer Experience
A Commitment, Vision, and Roadmap from the Founder & CEO For nearly three decades, I’ve had the privilege of working with some of the world’s most recognized companies, helping them grow revenue, protect their brands, and empower their teams with deep customer experience analytics and advisory services. Over time, one truism has stayed remarkably consistent: […]
A Takeaway From ‘Back To Starbucks’: Enterprise CX Requires Enterprise Measurement
High-profile CX turnarounds, like Starbucks’ recent “Back To Starbucks” push to refocus on instore experience, have many lessons to teach customer experience leaders. Under CEO Brian Niccol, the company has invested heavily in improving its in-store experience: more comfortable seating, ceramic mugs for dine-in guests, faster drink handoffs, better food availability, and renewed expectations around […]
Why Every Brand Needs to Invest in Online Review Management
In today’s digital landscape, a customer forms an opinion about your brand long before they ever visit a location. Reviews, Google search results, and social conversations now influence purchasing decisions more than traditional advertising ever has. With 95% of consumers reading online reviews before they shop, and 58% willing to pay more for a brand […]
Improve Enterprise Customer Service…Or Else: New Study Shows Alarming Consumer Sentiment Trend
American consumers are angrier than ever before, and the numbers prove it. Big brands need to improve enterprise customer service…or else. As reported in the Wall Street Journal, 77% of customers experienced a product or service problem in the past year. That’s the highest rate since research began in 1976, when only 32% reported issues. […]
Prevent Inventory Shrinkage Before It Starts: Smarter Audits & Loss Prevention Strategies
When Q4 hits, accuracy is everything. From retail shelves to fulfillment centers, even a small mismatch between what’s in your system and what’s actually on-hand can cause costly delays, stockouts, or lost sales. Inventory audits and loss prevention evaluations help brands close that gap. By pairing compliance checks with operational insights, your data can reflect […]
Holiday Customer Experience Strategy: How Leading Brands Prep For Peak Season and The Year Ahead
The holiday season is a busy make-or-break moment for customer satisfaction and customer service. For brands that depend on year-end revenue, this is when your customer experience (CX) can shine, or stumble – and you can bet either way, it’s going to show up in your online reviews. But while short-term revenue spikes are the […]