February 2026 Issue

Taps veteran tech executive to lead team TORONTO, ON–Royal Bank of Canada has created the AI Group, a newly established team reporting to the Chief Executive Officer that will accelerate the bank’s AI ambitions over the next several years. Building on existing capabilities and top AI talent, this group will …

By Jessica Zuckier Demand generation has entered a new era. Volume-based metrics are giving way to a more disciplined, revenue-driven approach built around buyer intent and sales alignment. What’s emerging now isn’t a new tactic, but a new standard for how marketing drives growth. For years, demand generation strategies were …

Humanizing the Customer Relationship: An Interview with Christina Garnett, CX Evangelist and “Pocket CCO” By Stephen Shaw Christina Garnett is a recognized authority on CX with a focus on cultivating “brandoms” and the author of “Transforming Customer Brand Relationships”. In the classic 1976 movie “Network”, TV news anchor Howard Beale …

TORONTO, ON–Despite significant investment in digital tools, many organizations remain trapped in disconnected channel strategies that limit visibility and weaken customer engagement. The newly published Omnichannel Playbook from Info-Tech Research Group, a global research and advisory firm, provides a comprehensive, research-backed framework that shows how aligning data, governance, and technology …

The Loyalty Whisperers By Marilyn Stewart & Geoffrey Bailey The travel industry invented loyalty programs as we know them. But loyalty is about more than a program, or a tangible redemption offer. The pandemic fundamentally changed the way consumers shop, eat, travel, and interact with brands. As a result, many …