About
Chris Wayman is Chief Client Officer at Merkle, a dentsu company overseeing client…
Articles by Chris
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The Game Has Changed: Who Are Gen Zers and What Brands Are Getting Wrong About Them
The Game Has Changed: Who Are Gen Zers and What Brands Are Getting Wrong About Them
Gen Z is the newest generation named and were born between 1995 and 2010, spanning 4-24 years of age, and making up…
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Consumer Behavior is Changing Rapidly and Forever, Are We Ready?
Consumer Behavior is Changing Rapidly and Forever, Are We Ready?
We are in the middle of a “perfect storm” that is having a profound effect on how consumers engage with brands. Today’s…
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Managing The Customer Experience: Transparency and Personalization As More Than Just Buzzwords
Managing The Customer Experience: Transparency and Personalization As More Than Just Buzzwords
In the digital age, transparency and personalization are more than just buzzwords. They are part of a carefully crafted…
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Closing underperforming stores makes sense. The real differentiation comes from investing in how customers interact with your brand, both in-store…
Closing underperforming stores makes sense. The real differentiation comes from investing in how customers interact with your brand, both in-store…
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The financial world is changing fast. Are you keeping up? From November 3–5 in NYC, senior leaders across banking, payments, insurance, lending, and…
The financial world is changing fast. Are you keeping up? From November 3–5 in NYC, senior leaders across banking, payments, insurance, lending, and…
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This article came out at the start of the year, and it asked a provocative question: Will B2B customer experience even matter by 2030? Now, as we…
This article came out at the start of the year, and it asked a provocative question: Will B2B customer experience even matter by 2030? Now, as we…
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Recent research shows that over-reliance on AI can reduce cognitive engagement, narrow perceived choices, and subtly steer decisions. What feels like…
Recent research shows that over-reliance on AI can reduce cognitive engagement, narrow perceived choices, and subtly steer decisions. What feels like…
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Most people on a team want to contribute more than they are currently able to. They want clarity on how their work drives impact, and they take pride…
Most people on a team want to contribute more than they are currently able to. They want clarity on how their work drives impact, and they take pride…
Posted by Chris Wayman
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If your main goal with AI is just to shave off a few seconds here and there, you’re missing the bigger picture. Agentic AI can handle entire customer…
If your main goal with AI is just to shave off a few seconds here and there, you’re missing the bigger picture. Agentic AI can handle entire customer…
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Phygital sports (where digital gameplay meets physical athleticism) are training audiences to expect more than content or service. They expect…
Phygital sports (where digital gameplay meets physical athleticism) are training audiences to expect more than content or service. They expect…
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What’s old is new again… “Omnichannel” is back in boardrooms and investor decks because it sounds forward-thinking. But behind the scenes?…
What’s old is new again… “Omnichannel” is back in boardrooms and investor decks because it sounds forward-thinking. But behind the scenes?…
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Personalization isn’t enough. Sending emails with a first name or tweaking content doesn’t mean anyone actually cares. B2B buyers are tuned out…
Personalization isn’t enough. Sending emails with a first name or tweaking content doesn’t mean anyone actually cares. B2B buyers are tuned out…
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The gap between what companies think they’re delivering and what customers experience is huge. Deep insights, dynamic journey mapping, and a culture…
The gap between what companies think they’re delivering and what customers experience is huge. Deep insights, dynamic journey mapping, and a culture…
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According to Verizon’s CX Annual Insights report, 88% of people prefer human interactions, while only 60% are satisfied with AI-driven ones. The main…
According to Verizon’s CX Annual Insights report, 88% of people prefer human interactions, while only 60% are satisfied with AI-driven ones. The main…
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PwC found 42% of CEOs say their companies won’t make it if they stay on the current path. And most who try to reinvent are falling short. Too many…
PwC found 42% of CEOs say their companies won’t make it if they stay on the current path. And most who try to reinvent are falling short. Too many…
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Thrilled to share this announcement! Exciting times at Alliant. https://lnkd.in/eW8YUTxc
Thrilled to share this announcement! Exciting times at Alliant. https://lnkd.in/eW8YUTxc
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Launching new tech isn’t the finish line. It’s just the start. Consumers feel drained, drowning in updates, features, and “innovations” that often…
Launching new tech isn’t the finish line. It’s just the start. Consumers feel drained, drowning in updates, features, and “innovations” that often…
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