Some brands grow steadily year after year, even in crowded markets. Others stall, despite strong products and heavy investment. The difference is rarely luck. It is visibility. Brands that grow faster tend to see their customer experience more clearly and act on it sooner. Mystery shopping plays a much bigger role in that advantage than most organizations realize. Read more
Over the past year, ESG has quietly moved from ambition to action in customer experience. The real progress didn’t come from sweeping promises, but from everyday moments where responsibility showed up in simple, meaningful ways. Read more
For years, brands have claimed to be customer-centric, but 2026 is the year they must finally prove it. As customer expectations rise across industries, Customer Experience (CX) measurement has become one of the most important drivers of loyalty, retention, and repeat purchases.
By Coralin Rosario, General Manager (IN, PH, MENA), BARE International
Profit loss in most organizations does not start with dramatic failures. It begins with small experience gaps that go unnoticed until they quietly influence customer decisions. The earliest warning signs rarely appear in reports or dashboards, which is why companies often realize the impact only after performance begins to slip. CX audits are designed to catch those hidden issues before they become costly.
For decades, hospitality has been synonymous with service – warm greetings, quick assistance, and consistency across touchpoints. But today, the industry is undergoing a profound transformation. The modern guest is no longer satisfied with good service alone; they seek connection, meaning, and moments that feel personally crafted. Hospitality is no longer just an exchange of value – it has become an experience economy driven by emotion and human-centered design.
By Aviraj Puri, ISHC, BARE International
Revenue rarely disappears in a single moment. It slips away slowly, hidden inside everyday interactions that leaders never see. Long before sales drop or complaints rise, the customer experience has already started sending warnings. The challenge is that most companies are not looking in the right places to catch those signals.
Customer satisfaction is no longer just a goal, it is a survival factor. The latest ACSI results prove that even top-performing brands cannot afford to become complacent.
By Michele Jowdy, Global Business Development Manager at BARE International
Understanding the customer experience often requires more than data points and written observations. The most meaningful insights live in real moments: how a visitor is greeted, the energy of the space, the subtle cues that influence whether someone engages, explores, or walks away. Traditional reporting can capture the facts, but video captures the truth.
By Marguerite Turner, Operations Manager at BARE International
Across industries, sustainability is moving from corporate strategy into everyday customer touchpoints. Emerging innovations are transforming CX from the inside out, creating experiences that feel clearer, more responsible, and more intuitive. Read more
Many companies allocate significant budgets to attract customers but end up facing challenges at the most critical moment: the actual service and buying experience.
This reality is far more common than most would imagine.
By Pedro Venturini, Country Manager, BARE International Brazil