CustomerThink - Platform for experts in the field of customer experience and digital transformation

CustomerThink is the online authority on customer-centric business, digital marketing, customer experience (CX), personalization and service innovation. The site serves as a center for the exchange of knowledge, expert opinions and practical cases for professionals in the field of customer analytics, support services, sales, leadership and technology.

Main theme of the site

CustomerThink focuses on key areas of modern business, where the customer is central. The platform provides materials on how companies can strengthen customer loyalty, optimize customer journeys, implement advanced technologies such as artificial intelligence (AI) and agent systems, and effectively use data for strategic growth.

• Customer experience (CX) is the main focus of the site. Topics include CX measurement methodologies, success metrics, the role of Voice of Customer, customer relationship management.
• Innovation and technology - coverage of new solutions: the use of AI in analyzing customer behavior, agent-based AI systems, semantic clarity in communications, integration of GenAI into B2B sales.
• Sales and Marketing - articles on improving the efficiency of sales processes, digital marketing, increasing conversion and customer retention.
• Operational efficiency - issues of performance management, optimization of support services, implementation of omnichannel strategies, improvement of employee engagement.
• Leadership and culture - analysis of the role of the Chief Customer Officer (CCO), the impact of corporate culture on customer experience, leadership practices in the context of transformation.

Content types

The site offers a variety of materials:

• Articles - expert publications from leading experts in the field of CX.
• Columns - regular blogs from recognized authors that reveal personal views on current trends.
• Interviews - conversations with industry leaders, company executives and experts.
• Think Tank - discussions of complex issues, such as the impact of staff reductions on customer experience or the ethical aspects of AI implementation.
• News - prompt coverage of events in the world of customer experience.

Custom audience

CustomerThink is aimed at professionals from the following fields:

• Customer Experience Leaders
• sales and marketing managers
• analytics and data specialists
• leaders of IT departments involved in digital transformation
• HR specialists working with employee engagement
• consultants and experts in the field of business optimization

Access to content

The site offers free access to many materials. Registration is required for full access to functionality (for example, downloading an e-book on CX). The platform supports login through accounts, password recovery, and the ability to create a new account.

Contacts

Email: Listed in the “Advertise” and “How to Contribute” sections, but the exact address is not provided.

Contact for advertising and cooperation: “Advertise” - indicates the availability of advertising.

How to participate: In the “How to Contribute” section it is indicated that authors can send their materials.

Organization: The name of the company or legal entity is not explicitly stated. The site is positioned as a platform, but without indicating the owner.

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• https://customerthink.com/
• The Most Ignored Touchpoint in Customer Experience (And What It’s Really Costing You)
• Diana Villalobos
• How the Customer Trust Equation Reveals What NPS Can’t About Friction, Response, and Connection
• Christina Garnett
• The Gen Z Loyalty Paradox: Why the ‘Fickle’ Generation is Actually Your Safest Bet
• Kristina Canada
• Six Help Center Problems That Quietly Sabotage CX — and Undermine AI-Powered Support
• Henrik Roth
• Why First-Time-Fix Alone Can’t Define Service Performance
• Assaf Melochna
• Agile Customer Experience in Practice: How AI Turned Our Backlog Into a Learning System
• Tim Thijsse
• AI Will Reshape Customer Service Jobs In Dramatic Ways
• Kate Leggett
• When “Yes” Is the Wrong Answer: Eight Customer Response Mistakes to Avoid
• Cassius Rhue
• 3 Customer Experience P&L Methods
• https://customerthink.com/author/clearaction/
• The AI Bill I Can’t Stop Paying
• Baker Nanduru
• CX Is Trapped. AI Won't Save It. People Will.
• Bill Price
• The B2B Content Drift No One Talks About -- and the Five-Day Diagnostic to Fix It
• Andra Ciucescu
• The Customer Success Reckoning: From Relationship Theater to Analytical Precision
• Richard Owen
• Meta’s AI Tracking Raises a Question Nobody’s Ready For
• Tejinder Vohra
• Does Love Belong In The Workplace? (The Answer Might Surprise You)
• Stacy Sherman
• The AI Layoff Wave Nobody’s Talking About Honestly
• Amit Patel
• Western Consumer Sentiment and the CX Forecast: Europe Leads in Stability
• Ricardo Saltz Gulko
• Microsoft Layoffs: Profits, CEOs, and a Culture of Fear?
• https://customerthink.com/author/twieberneit/
• The Trust Factor: Turning Business to Business (B2B) into Business With Business (BWB)
• Andrew Fritts
• Industry News
• B2B attribution platform Dreamdata appoints GTM thought leader Dave Kellogg to Board as it reports 400% revenue growth
• News Editor
• Modulate Expands Velma Platform with Voice-Native Real-Time Conversation Intelligence for Enterprises
• Testlio Launches Human-in-the-Loop Testing for AI Agents
• Vonage Launches Industry-Specific AI Agents for Healthcare, Financial Services and Retail Contact Centers
• SymphonyAI Launches CINDE Retail Media Intelligence to Connect Merchandising and Media for Mid-to-Large Grocers
• How Companies Use AI in Customer Service and What Actually Works Today
• Michael Podolsky
• The Mouse Jiggler Test: What Your Workarounds Reveal About Your Systems
• Ashwani Kumar
• When the Code Doesn’t Arrive, the License Might Not Either
• Gegham Azatyan
• Why AI Customer Service Deployments Fail Without Human Curation
• Nataliia Onyshkevych
• Why B2B Marketers Need to Ditch the Funnel and Build Decision Environments Instead
• Business Value: 26 Bad CX Metrics Practices to Stop in 2026 (Part 5)
• SAP Draws a Perimeter around Agentic AI and What That Means for the Rest of US
• SAP’s Double Acquisition: How Dremio and Prior Labs Complete a Data Strategy the Competition Can’t Easily Match
• The Orchestration Layer in Enterprise AI Just Got Named. It Has a Gemini Logo on It.
• Good data, bad decisions: The context leaders are missing
• Sapphire 2026 – What SAP actually did for CX
• Why Global Sales Training Initiatives Fail
• https://customerthink.com/author/dave_fish/
• https://customerthink.com/author/adrianswinscoe/
• https://customerthink.com/author/franzann/
• https://customerthink.com/author/ardathalbee/
• https://customerthink.com/author/denysedd/
• https://customerthink.com/author/marie-angselius/
• https://customerthink.com/author/dave_kurlan/
• https://customerthink.com/author/howardlax/
• How the Customer Trust Equation Reveals What NPS Can’t About Friction, Response, and Connection
• How the Customer Trust Equation Reveals What NPS Can’t About Friction, Response, and Connection
• CX Is Trapped. AI Won’t Save It. People Will.
• The Non-Annoying Way to Brag about Your Awesome Tech Support Customer Service
• Data Reveals Small Businesses Using AI Earn $400K More Per Year Than Those Who Don’t
• Free Customer Experience E-Book
• The Top 5 Practices of Customer Experience Winners
• [email protected]

• Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies

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