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Justin Racine on Muck Rack

Justin Racine

Austin
As seen in: CMSWire, Flipboard, Blog Perficient, EDM.com, Digital Commerce 360, Fight Back! News, VKTR.com, Perficient
Principal Lead Commerce Strategist at @Perficient. Contributing Author @CMSWire. Views are my own.
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Articles

The Customer Trust Framework Brands Will Need to Make AI Pay Off

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By Justin Racine
| CMSWire Verified
Only 18% of brands see revenue from AI. This trust framework explains why — and what to do about it. What's the core problem? Only 18% of brands see revenue impact from AI adoption, and the gap comes down to trust, not technology. What framework can close the gap? The Triangle of Trust — authenticity, logic and empathy — gives brands a structured way to accelerate customer trust in AI experiences. What's the actionable takeaway?
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Why FIFA's 48-Team World Cup Bet Is a Masterclass in Customer Experience Growth

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By Justin Racine
| CMSWire Verified
FIFA's gamble offers a real-world case study in balancing market expansion against experience quality, with lessons brands can apply directly. Why did FIFA expand the World Cup to 48 teams? FIFA added 12 teams to grow the sport globally, trading some fan experience quality for broader market reach — a tradeoff brands face when scaling into new markets. What CX lesson does the World Cup's format change offer brands?
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What Larry Joltin, the $500K Shoe Salesman, Can Teach You About Customer Experience

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By Justin Racine
| CMSWire Verified
A 1983 CBS segment about a Pennsylvania shoe salesman contains more CX wisdom than most strategy decks. Why does Larry Joltin’s story matter to CX leaders? His success shows that great customer experience comes from expertise, energy and genuine obsession with helping customers. What can brands learn from him? Know your customers, know your business and empower employees to go the extra step when the moment calls for it. What is the bigger CX lesson?
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