Mike Giambattista - Profile and Journalist Details
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Mike Giambattista
Verified
Founder and Editor in Chief, Customerland
New York
Beats
SEO
the obvious
Content
By Mike Giambattista, byMike Giambattista| customerland.net@ We’re increasingly asked to justify CX investments not just on “how they feel,” but on what they contribute. Most organizations have no shortage of customer data. Surveys go out. Dashboards fill up. Sentiment scores tick up or down. But behind all that noise, I find myself wondering: Do we really understand what any of it means — in terms of actual value? Not how happy our customers say they are. Not how likely they are to recommend us.
By Mike Giambattista, byMike Giambattista| customerland.net@ The Business Process Outsourcing (BPO) sector has undergone a dramatic evolution over the past decade. Once viewed primarily as a means of cutting costs, BPO has now become a strategic cornerstone for companies seeking innovation, agility, and enhanced customer experiences. The global BPO market, valued at $280.64 billion in 2023, is projected to grow at a compound annual growth rate (CAGR) of 9.6% through 2030, according to Grand View Research.
By Mike Giambattista, byMike Giambattista| customerland.net@ Based on a Q&A with Ed Durbin, VP & GM of Global Industry Strategy for Retail and Consumer Goods at Talkdesk, and Michael Klein, Head of Retail Product Marketing at Talkdesk. As we head deeper into 2025, one truth has crystallized: AI is no longer experimental—it’s expected. The 2024 holiday season acted as a high-pressure test for AI in retail, and consumers passed with flying colors.
Company Info
Customerland
Customerland is a specialized platform dedicated to enhancing enterprise growth through customer-centric strategies. It focuses on improving customer engagement by providing insights and resources that blend customer experience, behavioral economics, and technology. The company curates thought leadership content, including articles, reports, and podcasts, to help businesses navigate the evolving consumer landscape. The platform offers strategic insights on customer acquisition, retention, and post-purchase experiences, particularly in luxury and sustainability sectors. It hosts podcasts featuring industry experts discussing topics like privacy regulations and seasonal consumer trends. Customerland also delivers a newsletter with updates on customer experience trends and marketing technologies. Its practical tools include guides for measuring customer experience ROI and frameworks for implementing behavioral design principles. Customerland collaborates with consultancies, technology providers, and research organizations globally, ensuring access to diverse expertise. It aims to empower organizations to adapt their customer strategies effectively in a rapidly changing market.
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Founded: 2019