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Mary Kearl

Mary Kearl

Contributing Writer

A graduate of NYU with a BA in journalism and Baruch College Zicklin School of Business with an MBA in marketing, Mary Kearl is a writer and digital marketer professional whose work has been published by Business Insider, Forbes, and more. When she's not writing about the latest in customer and employee experiences and engagement, you will most likely find her at the beach.

Workers discuss employee feedback
Aug 08, 2024
Employee Experience

The Secret to a Great Customer Experience? Your Employees

The Secret to a Great Customer Experience? Your Employees

The experts at KPMG, Ipsos, and more share the top reasons why employees are essential to delivering a great customer experience. 

The experts at KPMG, Ipsos, and more share the top reasons why employees are essential to delivering a great customer experience. 
Two friends out shopping in the city look at their phones to do some research before entering the next store
Jul 10, 2024
Market Research

How to Improve the Omnichannel Customer Experience

How to Improve the Omnichannel Customer Experience

Omnichannel customer experience is critical — here’s how to improve CX across both physical and digital touchpoints.

Omnichannel customer experience is critical — here’s how to improve CX across both physical and digital touchpoints.
Chief experience officer (CXO) looking at her computer and feeling productive
Jun 20, 2024
Customer Experience

What is a Chief Experience Officer? The Qualities to Hire the Best CXO to Lead Your Organization

What is a Chief Experience Officer? The Qualities to Hire the Best CXO to Lead Your Organization

What is a chief experience officer? Why does my business need a CXO? And how should I hire the right CXO to lead my organization’s customer experience and employee experience programs? We’re answering these questions and more — along with sharing a CXO job description template.

What is a chief experience officer? Why does my business need a CXO? And how should I hire the right CXO to lead my organization’s customer experience and employee experience programs? We’re answering these questions and more — along with sharing a CXO job description template.
Jun 11, 2024
Customer Experience

Winning Personalization Examples for a Better Customer Experience

Winning Personalization Examples for a Better Customer Experience

Add these personalization examples to your playbook to improve customer experiences, drive customer loyalty, and accelerate financial outcomes for your brand.

Add these personalization examples to your playbook to improve customer experiences, drive customer loyalty, and accelerate financial outcomes for your brand.
May 30, 2024
Customer Experience

What Is Personalization? Meaning Defined

What Is Personalization? Meaning Defined

Here we explore what personalization means — for customers and businesses. 

Here we explore what personalization means — for customers and businesses. 
Woman works on a laptop while taking a call on a cell phone
Jan 26, 2024
Digital Experience

The Impact of Digital Transformation on Customer Experience

The Impact of Digital Transformation on Customer Experience

In the last decade alone, the field of customer experience (CX) management has undergone a revolutionary transformation. The integration of digital technologies in every aspect of business has changed how companies operate and fundamentally altered the way they interact with their customers. Recognizing and adapting to these shifts is vital

In the last decade alone, the field of customer experience (CX) management has undergone a revolutionary transformation. The integration of digital technologies in every aspect of business has changed how companies operate and fundamentally altered the way they interact with their customers. Recognizing and adapting to these shifts is vital

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Jan 19, 2024
Customer Experience

Delivering Personalized Experiences in 2024: 4 Key Ingredients You Need

Delivering Personalized Experiences in 2024: 4 Key Ingredients You Need

Delivering personalized experiences in 2024 requires the right technology and data along with human oversight and transparency. 

Delivering personalized experiences in 2024 requires the right technology and data along with human oversight and transparency. 
Contact center agents having a discussion
Nov 10, 2023
Contact Center

How to Measure Contact Center Performance

How to Measure Contact Center Performance

You know why contact center performance matters. Customer service is a key factor that nearly all customers (95%) consider when making purchase decisions, according to the top customer service trends our team at Stella Connect by Medalla uncovered as part of a research study of more than 2,100 consumers in

You know why contact center performance matters. Customer service is a key factor that nearly all customers (95%) consider when making purchase decisions, according to the top customer service trends our team at Stella Connect by Medalla uncovered as part of a research study of more than 2,100 consumers in

Couple speaks to front desk worker at a hotel
Oct 26, 2023
Customer Experience

How Personalized Customer Experiences Drive Business Growth

How Personalized Customer Experiences Drive Business Growth

For companies across industries, personalization is no longer a nice-to-have. Personalized customer experiences are a must for being seen as a brand of choice and driving repeat purchases and engagement. That’s why the vast majority of businesses (92%) are embracing AI-powered personalization to tailor the experiences they offer. 

For companies across industries, personalization is no longer a nice-to-have. Personalized customer experiences are a must for being seen as a brand of choice and driving repeat purchases and engagement. That’s why the vast majority of businesses (92%) are embracing AI-powered personalization to tailor the experiences they offer. 
row of people sitting in a dimmed light space, clapping
Oct 19, 2023
Customer Experience

Top Customer Experience Conferences to Attend in 2024

Top Customer Experience Conferences to Attend in 2024

Explore this list of the top 25 customer experience conferences to attend in 2024.

Explore this list of the top 25 customer experience conferences to attend in 2024.