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Insights to Take Your Customer Experience toThe Next Level

We live and breathe CX and want to teach you and your team to do the same! Check out Dan’s blog to stay up-to-date on customer experience news, trends, and best practices. Subscribe here for the latest news in your inbox.

Patient Experience

GLP-1 Consumer Behavior Is Reshaping Retail and Most Dashboards Can’t See It

Nobody designed GLP-1 medications to restructure grocery baskets, freeze apparel conversion, shift fitness demand from ambition to anxiety, or reorganize household alcohol budgets on a physiological schedule. But GLP-1 consumer…

Harsha Khubwani

5 min read

A departures board at an airport shows all flights canceled. The Spirit Airlines shutdown is an example of why competing on price doesn't work.
Customer Experience

The Spirit Airlines Shutdown Proves That Competing on Price Is a Race to the Bottom

The Spirit Airlines shutdown was not a surprise – it was an inevitability. On May 2, 2026, the budget carrier halted all flights and ceased operations for good, becoming the…

Dan Gingiss

6 min read

Employee Experience

Employee Engagement: Unlocking Team Potential

The hidden gap between what we measure and what actually drives results I have been noticing a pattern for quite a while now. Once you see it, you really cannot…

Dan Gingiss

5 min read

A gas station showing a price of $4.36 per gallon. Rising gas prices are an example of How Global Events Influence Customer Experience
Customer Experience

How Global Events Influence Customer Experience

The Companies That Win in a Crisis Are the Ones That Were Already Focused on CX Global events have a way of sneaking up on organizations. It could be a…

Dan Gingiss

5 min read

A burglar attempts to jimmy a door. Service recovery is critical after a traumatic event.
Customer Experience

What Happened After My Hotel Room Was Broken Into Was A Service Recovery Failure

Service recovery is one of the most powerful tools a company has – and one of the most consistently wasted. I recently traveled to Reno, Nevada, for a keynote speech.…

Dan Gingiss

5 min read

Stack of pancakes with syrup and berries
Customer Experience

Customer Feedback for Restaurants: What a Live Focus Group Revealed About Breakfast Dining

I recently conducted a live customer focus group with five regular guests of a breakfast restaurant franchise, and what I heard in those 35 minutes was more valuable than years…

Dan Gingiss

5 min read

Dan Gingiss hosts a Live Customer Focus Group at an industry event for garden center owners and operators.
Customer Experience

This Changed How I Think About Customer Experience Feedback Forever

I've spent years preaching the gospel of customer experience feedback. Collect. Analyze. Take Action. But here's the uncomfortable truth I discovered at a recent industry event: we've been asking the…

Dan Gingiss

5 min read

The wing of a commercial airplane with a blue sky in the background.
Customer Experience

How The Airlines Reacted To The US Flight Reductions: Winners and Losers In A Crisis

The FAA’s late 2025 directive of US flight reductions by 10% in 40 key markets due to air traffic controller staffing shortages during the government shutdown sent a ripple through…

Dan Gingiss

8 min read

Consumer trust in AI
Customer Experience

Consumer Trust in AI: The Generational Reality Check

Artificial intelligence (AI) has become a staple of modern customer experience, but consumer trust is lagging behind. But new research from Metric Sherpa, in partnership with Sprinklr, reveals a significant…

Dan Gingiss

5 min read

A display of mystery bonbons. The coloring of each does not necessarily reflect the taste, hence the mystery.
Customer Experience

Mystery Bonbons: A Sweet Customer Experience Strategy

When most companies think about growth, they focus on sales, marketing, or product development. But the most powerful differentiator today is your customer experience strategy. Recently, I sat down with…

Dan Gingiss

6 min read

Guest experience at a local restaurant
Customer Experience

Everyone in the Restaurant Shapes the Guest Experience — Here’s How

Great food brings people in the door — but it’s the experience that keeps them coming back. Whether it’s a smile from the cashier or the perfectly stacked sandwich from…

Dan Gingiss

5 min read

Customer Experience Blind Spot
Customer Experience

The $81 Billion Customer Experience Blind Spot: How AI-Powered Payment Recovery Transforms ‘Necessary Evils’ into Remarkable Moments

Last month, I had a conversation that stopped me in my tracks. A subscription business CEO told me, “We spend millions perfecting our onboarding experience, but when a customer’s payment…

Jeremy Burke

5 min read

BringThe Experience Maker™

To Your Next Event

Event planners love working with Dan because he’s easy to partner with and guaranteed to wow your audience. Audiences love him because his strategies are simple, actionable, and fun. Book Dan and give your attendees a keynote they’ll talk about long after the event.

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