Beth Karawan

What Happens When Brands Forget Their Values? A Customer Perspective.

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Picture this: Your brand takes a stand, then backs away when the wind changes. Who’s really paying attention? In 2025, the answer is: everyone. Diversity, Equity, and Inclusion aren’t just marketing buzzwords. When brands go silent on their values, customers notice and take their business elsewhere. Rebuilding trust after a values misstep isn’t just difficult—it’s often impossible. […]

What Happens When Brands Forget Their Values? A Customer Perspective. Read More »

AI isn’t a magic wand; it’s a litmus test.

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AI has redefined what “good” customer experience looks like. Not long ago, customers were (somewhat) patient. They accepted 24-hour email turnarounds and clunky handoffs between support channels. Those days? Gone. Today, customers expect: But here’s where businesses often get it wrong: They think slapping a chatbot on their website or bolting AI onto outdated systems

AI isn’t a magic wand; it’s a litmus test. Read More »

CTRL+ALT+DEL YOUR CX PROGRAM: UPGRADE TO A SEAMLESS CX OPERATING SYSTEM

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Treating CX like a program is like running outdated software: it works for a while but eventually crashes, leading to frustration. A CX strategy must function as an operating system—interconnected and driving every part of your business, with regular diagnostics and constant updates. When you treat CX as a series of disconnected projects, quick wins,

CTRL+ALT+DEL YOUR CX PROGRAM: UPGRADE TO A SEAMLESS CX OPERATING SYSTEM Read More »

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