Recent thinking from James Riess on growing customer value through CRM, loyalty, connected data, and practical AI.
From LinkedIn
Customer intelligence
Customers experience one relationship, even when media, CRM, loyalty, service, and commerce operate separately. The opportunity is to connect signals, intelligence, and activation around the customer.
Connected data & AI
Disconnected customer data traps commercial value across teams and platforms. Connecting the data also means connecting decisions and action—and gives AI a practical role in creating enterprise value.
The future of loyalty
As AI agents take on more of the buying journey, traditional loyalty mechanics become easier to optimize away. Emotional connection, identity, community, and preference become more valuable.
Articles & recognition
Recognition
James is recognized among the leaders shaping customer experience, CRM, loyalty, martech, AI, and digital transformation.
Read the originalInterview
A conversation with James about moving beyond transactional programs to create personal moments, emotional connection, and sustainable customer value.
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James discusses purposeful personalization, intelligent messaging, practical AI, and the technology shifts making marketing more human and connected.
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Merkle’s 2022 Loyalty Barometer examines how consistent experiences and service help brands build deeper engagement, retention, and lasting customer relationships.
Read the originalFollow James for new perspectives on CRM, loyalty, customer growth, and AI.
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