Clicking “buy now” shouldn’t feel like shouting into the void. In this episode, we explore how digital retail can feel more human by pairing smart personalization with trust-building micromoments. Instead of proving what we know, we focus on what customers need next: clear fit guidance, delivery transparency, and friction-removing policies that build confidence before checkout. We share practical moves you can use this week—from confirmations that speak to the shopper (not the order number) t...
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Clicking “buy now” shouldn’t feel like shouting into the void. In this episode, we explore how digital retail can feel more human by pairing smart personalization with trust-building micromoments. Instead of proving what we know, we focus on what customers need next: clear fit guidance, delivery transparency, and friction-removing policies that build confidence before checkout. We share practical moves you can use this week—from confirmations that speak to the shopper (not the order number) t...
The Future of Measuring CX: Beyond Surveys, Scores & Spreadsheets with Rob Markey (CX Pulse Check - December 2025)
Experience Action
34 minutes
1 month ago
The Future of Measuring CX: Beyond Surveys, Scores & Spreadsheets with Rob Markey (CX Pulse Check - December 2025)
The most dangerous number in customer experience isn’t low—it’s shiny. In this CX Pulse Check, we unpack why a single score can seduce teams into storytelling that investors love and customers don’t feel, and we make a case for the harder, more honest work of proving value creation by cohort, not by kudos. With Rob Markey of Bain & Company and Harvard Business School, we discuss whether customer metrics predict growth or distract from it, and we separate real loyalty from repeat purchase....
Experience Action
Clicking “buy now” shouldn’t feel like shouting into the void. In this episode, we explore how digital retail can feel more human by pairing smart personalization with trust-building micromoments. Instead of proving what we know, we focus on what customers need next: clear fit guidance, delivery transparency, and friction-removing policies that build confidence before checkout. We share practical moves you can use this week—from confirmations that speak to the shopper (not the order number) t...
