From data to decisions to delight

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A.I.

ChatGPT's Shopping Feature: The Most Recent Attempt to Disrupt Ecommerce

Oct 2, 2025

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9 min read

ChatGPT's Shopping Feature: The Most Recent Attempt to Disrupt Ecommerce

We turn to r/Shopify to find out how the community is feeling about this (very expected) development + break down what this really means for merchants.

Sep 8, 2025

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9 min read

What is Entity Resolution?

Whenever a customer interacts with a business, a unique record is logged in the business’s database. Sometimes, this results in two different data points such as “T. Cruise” and “Tom Cruise” referring to the same Tom Cruise. If you want to get a more accurate, comprehensive view of customer behavior to improve your customer service and marketing, you may need to resolve these two points into one distinct entity. This is one example of what is called entity resolution, the process of merging various records into a single entity.

Making Smarter Customer Retention Decisions

Sep 8, 2025

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8 min read

Making Smarter Customer Retention Decisions

The problem we see with most brands is that they take an “everything to everyone” approach to retention marketing, which means they try to appeal to all their customers with the same generic campaigns and messages, rather than tailoring their marketing efforts to specific customer segments. We find that this approach leads to poor engagement and low retention rates, as folks aren’t likely to respond to messages that aren’t tailored to their interests. And thus, we see the importance of segmentation!

Business Breakdowns

Lap After Lap of Legal Drama: What Runners Think About the Strava, Suunto & Garmin Controversy

Oct 8, 2025

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8 min read

Lap After Lap of Legal Drama: What Runners Think About the Strava, Suunto & Garmin Controversy

Forgive the bad legal pun, it's what Claude wrote...after I told it to. Aaaaaaanyways, while we generally don't talk lawsuits here, as big fans of Strava, and two lawsuits in a matter of days, we had to see what the running community is saying & feeling. Let's go!

Business Breakdowns

Listening to Customers: How Sentiment Analysis Can Refine H&M's Customer Experience

Sep 8, 2025

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3 min read

Listening to Customers: How Sentiment Analysis Can Refine H&M's Customer Experience

When competing in the same industry as Shein and Temu, a brand like H&M must do one of two things to survive: 1) match these competitors’ prices (which is near impossible) or 2) justify higher prices. And in order to justify higher prices, H&M has had to do a lot more than simply improve the quality of their clothing. For them, it’s all about customer experience. And while H&M’s customer experience initiatives have been receiving tons of hype from investors and shareholders, there’s a bit of disconnect between the opinions of customers and investors.

Business Breakdowns

Pins That Predict: A Look at Pinterest's Content Recommendation Engine

Sep 8, 2025

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3 min read

Pins That Predict: A Look at Pinterest's Content Recommendation Engine

Whether you still use Pinterest or no longer do, I think we can all agree that their content recommendations are absolutely spot on. But how does their algorithm work, and why is it even important in the first place? Pinterest’s mission as a company has always been to deliver the right content to the right people — meaning that a strong content recommendation system is essential to the success of their brand. But this is not to say that content recommendation models aren’t useful for B2C companies selling services or tangible products either. In fact, it’s just as important.

Conversations

Unpacking Customer Experience at Meta's Reality Labs with Pegah Valeh

Sep 8, 2025

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6 min read

Unpacking Customer Experience at Meta's Reality Labs with Pegah Valeh

Recently we had a conversation with Pegah Valeh, who leads the customer experience and analytics program at Meta's Reality Labs division. Reality Labs is on the cutting edge, covering virtual reality, augmented reality, mixed reality and Meta's vision for the metaverse, including Horizon World. It was fascinating to learn about her team's data-driven approach to understanding the customer experience. Here's what we discussed:

Conversations

Driving Retention and Growth Through Customer-Centric CX: An Interview with Justin Crosbie from TULA Skincare

Sep 8, 2025

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3 min read

Driving Retention and Growth Through Customer-Centric CX: An Interview with Justin Crosbie from TULA Skincare

This week, we had the pleasure of speaking with Justin Crosbie, the Head of Customer Experience at TULA Skincare, a leading doctor-founded clinically effective skincare brand. Our conversation delved into Justin's journey building out TULA’s CX function from scratch, his approach to balancing automation with human connection, and the critical role that customer insights play in driving both retention and revenue growth. Here are the key takeaways from our discussion:

Conversations

Unlocking Growth Through Proactive Churn Analysis: Secily Selert, Shogun

Sep 8, 2025

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3 min read

Unlocking Growth Through Proactive Churn Analysis: Secily Selert, Shogun

This week, we had the pleasure of speaking with Secily Selert, the Head of Customer Success at Shogun, an e-commerce experience platform that powers storefronts for over 20,000 brands. Our conversation delved into Secily's unique background spanning journalism, PR, and customer success, her rapid ascent into CS leadership roles, and her philosophy on leveraging churn data to drive proactive retention strategies. Here are the key takeaways from our discussion:

The Podcast

See all

From data to decisions to delight

A.I.

ChatGPT's Shopping Feature: The Most Recent Attempt to Disrupt Ecommerce

What is Entity Resolution?

Making Smarter Customer Retention Decisions

Business Breakdowns

Lap After Lap of Legal Drama: What Runners Think About the Strava, Suunto & Garmin Controversy

Listening to Customers: How Sentiment Analysis Can Refine H&M's Customer Experience

Pins That Predict: A Look at Pinterest's Content Recommendation Engine

Conversations

Unpacking Customer Experience at Meta's Reality Labs with Pegah Valeh

Driving Retention and Growth Through Customer-Centric CX: An Interview with Justin Crosbie from TULA Skincare

Unlocking Growth Through Proactive Churn Analysis: Secily Selert, Shogun

The Podcast

Numbers and Narratives