Shannon Owens 5/28/26 Shannon Owens 5/28/26

Personalization Is Not a First Name Token

Brands think they’re personalizing because they:

But customers are asking:

“Does this actually understand me?”

Most of the time, the answer is no.

Shannon Owens 5/21/26 Shannon Owens 5/21/26

AI Isn’t the Strategy - It’s the Multiplier

Shannon Owens 5/14/26 Shannon Owens 5/14/26

Shannon Owens 5/7/26 Shannon Owens 5/7/26

Shannon Owens 5/1/26 Shannon Owens 5/1/26

There’s a dangerous middle ground in customer experience that doesn’t get talked about: good enough.

Shannon Owens 4/24/26 Shannon Owens 4/24/26

Spoiler alert: clarity is the most underrated growth strategy

Shannon Owens 4/17/26 Shannon Owens 4/17/26

What content pillars actually are…and why most brands get them wrong.

Shannon Owens 4/10/26 Shannon Owens 4/10/26

AI won’t fix your customer experience, but it can amplify it.

Shannon Owens 4/3/26 Shannon Owens 4/3/26