In today's digital landscape, customer experience management (CXM) has become essential. It refers to strategically designing frictionless, personalized customer interactions across all channels. The goal is to meet rising consumer expectations and turn customers into enthusiastic brand advocates.

I had the opportunity to write an article for WARC. This WARC exclusive article talks about shoppable media, which has been one of the hottest topics for our industry recently. The article was co-authored with Patrick Deloy, the managing director of Isobar Commerce.