Latest Articles by Brian Riback, 2025 Contributor of the Year

10 Marketing and Corporate Buzzwords That Belong in the Trash

You Bought a Customer Data Platform. Did You Build for It?

Why Readiness, Not Technology, Determines CDP Success

Premium Isn’t a Label — It’s a System Customers Learn to Trust

The CX Illusion: Why Managing Expectations Misses the Point

Net Promoter Score as a Smoke Alarm: Useful Signal or Misleading Metric?

Net Promoter Score Isn’t a Growth Strategy — It’s a Comfort Metric

Email Marketing Is Now a Machine-to-Machine Sport

Customer Retention Didn’t Get Harder. It Got Faster.

The 'Chief Experience Officer' (CXO) Is a Vanity Title

The New King of Customer Experience? McDonald’s. Seriously.

Customers Aren’t Shopping Your Category — Stop Pretending They Are

Choice Paralysis Is Quietly Wrecking Your Conversions

The CX Leader of 2026 Isn’t Who You Think

Telemarketing Isn’t Dead—But Your Old Playbook Is

Marketers Still Love Awareness — and It’s Costing Them

Which Is Broken: Your CDP or Your Customer Data Management?

Inside the CDP Illusion: When Data Dreams Meet Mid-Market Reality

Say It Ain't So! Why Emojis Undermine the Science of Good Email Marketing

The Maze of AI in Marketing: What Should We Do First?

Inside CX Now: How Kustomer’s AI-Native Breakthrough Highlights Enterprise Readiness

Marketing Leaders Take Note: The Dangerous Blur Between Strategy and Execution

Dinosaurs, Asteroids and AI: Which Kind of CMO Are You?

Big Reveal at Opticon 2025? The Rise of Forward Deployed Software Engineers

Customer Retention > Customer Acquisition. Period.

Customer Acquisition Makes You Famous. Customer Retention Makes Money

Why the Screen — Not the Stack — Defines Your Digital Experience