2025 was a record-breaking year for customer experience dissatisfaction. Evidence shows that simply “throwing technology at it” is not the answer. Many companies are investing heavily in AI, automation, and digital customer engagement tools, hoping to resolve issues faster and at lower cost. Yet customers are becoming LESS satisfied, not more!
One of the core principles of engineering for human behaviour is helping customers achieve what they already came to do. When customers sense - even subconsciously - that your business is helping them do that successfully, trust deepens and loyalty follows.
A 1997 study published in the science journal "Nature" by University of Leicester psychologists Adrian North, David Hargreaves, and Jennifer McKendrick demonstrated how music directly shapes purchasing behaviour. In a wine store, researchers alternated between French accordion music and German beer-hall music. Discover the opportunity of engineering your auditory environment with intent.
Many of the most successful CEOs have insisted on a simple starting point: “We love our customers.” That belief shows up in every decision. Helping the customer feel successful is one of the most important maxims of engineering for behaviour. When a company fails at this, customers notice. If your actions make people feel blocked, delayed, or dismissed, they won’t assume good intent. They’ll assume you don’t value them.
If your AV system can’t adapt to customer intent, you’re forcing every experience into a generic mould—and paying for it in lost loyalty. Software-defined AV, combined with behavioural design, lets you shape each moment so customers feel successful. Do that well, and they come back. Fail, and you’ll spend far more on marketing trying to replace them.
Successful businesses meet customers where those customers already are. Using Nobel Prize–winning science of human behaviour, we provide tools that help you confidently answer: “Is this good for our customer?”
Mistakes happen in any organization. Complaints are inevitable. The real test is whether your systems make resolution simple or painful. If your easiest channel is social media, don’t be surprised when that’s where customers end up.
Friction quietly costs conversions, loyalty, and revenue. Fluency builds them. Research shows that high perceptual fluency - the ease with which the brain processes sensory input - makes products feel more trustworthy and valuable.
Most retailers play in-store audio without a clear purpose. But sound is a behavioural tool — and when customer behaviour changes by context, your audio must be able to change too. Learn why software-defined systems are the difference between insight and impact.
A doorman isn’t merely someone who opens a door. Yes, they help with practical tasks—moving on loiterers, keeping an eye on vehicles, smoothing small frictions. But their real value lies in something far more powerful: psychology. Every organization has a doorman. What role does yours play?
Marketing teams work hard to guide customers smoothly through each touch point — yet many unintentionally create the opposite effect: customers feel frustrated, unsuccessful, and decidedly unloved. One of the most common causes is a simple but powerful human-behaviour factor: the open loop.
Many businesses, like coffee shops, face a familiar dilemma: the final half-hour of the day is often quiet, tempting them to close earlier. But even when hours are trimmed, the same lull tends to reappear. The reason is usually psychological. Staff begin winding down before closing—stacking chairs, wiping counters, getting the mop out.
A recent Amazon outage lasting nearly a full day disrupted banking systems, government portals, teleconferencing platforms, social media, and more. Even smart homes weren’t spared: connected mattresses overheated, doorbells went silent, and plugs blinked out. Each time this happens, the headlines ask the same question: how can a single failure bring down so much of the internet?
Every business has its version of the bathroom — a space customers rarely see as “core,” but where true standards show through. Maybe it’s how your phone system greets callers. The tone of your music. Or the AI voice you use to save a few minutes of staff time.
Samsung recently confirmed that their smart fridges will begin displaying ads. And if your fridge knows what you buy, how often you open the door, and what brands you prefer, that data can be analyzed, shared, or sold — all without your explicit consent. Who truly owns your technology — you, or vendors behind it?
Most modern software relies on libraries - shared building blocks that perform common functions like database access, time zone handling, web requests, file compression etc. Attackers exploit this practice by slipping malicious code into what appear to be legitimate libraries, which can have devastating effects on software systems.
Are manual processes and repetitive tasks slowing down production? Are you handling complex, layered programs? Take our quiz to see if FileLink could help you save time, too.
As an AI pragmatist with a background in engineering and business, I see generative AI not as a magical solution but as a powerful tool—what I prefer to call “artificial cleverness” or, more accurately, machine learning. My perspective is informed by years of hands-on work across a diverse set of machine learning challenges, from image processing to broader applications. This dual lens allows me to appreciate both the potential and the pitfalls of generative AI.
Windows 11’s strict hardware requirements—TPM 2.0, Secure Boot, and modern processors—will block up to 500 million PCs from upgrading just as Windows 10 support ends on October 14, 2025. This deprecation mirrors past shifts from XP’s launch to the 32-bit-to-64-bit transition. Learn what it means for your devices and how to stay protected
Read this solution story to learn how CUBE can solve complex customer requirements where it comes in-store audio scheduling and playback.
Specialized external audio feeds can interact with pre-programmed music and messages during play-out: an example of CUBE’s modular architecture. CUBE is primarily a software-first company, and we're in our element when the software modules we've created can be assembled in new and innovative ways into new apps that solve different problems for clients.
ABSTRACT: Customer Engagement Solution captures prospect data, engages and educates clients, digitizes forms, and improves sales productivity.
What technology do you need to serve your customers better? We have it, and we want to help you.
Smart Hold is an upgraded Music On Hold (MOH) solution. A Smart Hold interacts with callers while they are on-hold. Here are a few examples of what Smart Hold with CUBE.fusion can do!
Having an amazing caller experience has never been easier...it’s become smart! We have created Fusion to help you give your callers a delightful caller experience.
Smart Hold is a way to show your callers YOU care about THEIR time. It is no secret that picking up the phone and calling a business can quickly become a frustrating endeavor. You spend time in so many areas to showcase your excellent customer service, so don’t forget to tend to what callers will first hear when they call you.
Chester with CUBE here to share about a new feature rollout… a feature we’re adding to your account, and it is available as of today!
Don’t make your company seem like it’s in the 1970’s or 1980’s. Modernize your customer experience far more than making your lobby have digital signage for way finding, or a menu board at a restaurant.
One of the advantages to CUBE.fusion for BroadWorks is being able to have multiple messages for on-hold. Having multiple scripts will allow you to cross-sell, educate, and engage with customers. We can provide you with scripts, voice-overs, and planning on our end so that you can focus on what you do best. Read Now!
On-Hold Music has become a standard for businesses to use in their telephone system, but it’s important to understand why it’s used, and how to use it correctly to achieve positive results.
We are lucky to be living in an age when customer communication has never been easier. With plenty of wonderful technologies at our disposal, there are now many opportunities for businesses to engage with customers in a new and meaningful way.
Learn about the current issues with EIoT in retail and learn why the CUBE is the ideal technology partner for retailers.
Last week a pair of vulnerabilities were announced: Meltdown and Spectre. The underlying vulnerability affects almost all modern processors from Intel, AMD, ARM and other manufacturers.
Did you know that millennials will be responsible for 30% of retail sales by 2020? Find out how to target them in this infographic.
Shoppers now have 24/7 access to the internet no matter where they go and retailers need to embrace this rather than fear it. Find out more in our infographic.
No matter how innovative a company is, the basics of good customer service will always apply. Our infographic takes you through how to provide the best possible customer service and offers tips on how you can keep customers happy and loyal.
Though I was able eventually to navigate out of support and to the dark art of sales, I came away with a few things that have stuck with me my entire career. I recently had a tremendous experience with Apple accessory company TwelveSouth, which I will share below, that reminded me of some of these.
CUBE’s combination of powerful remote management tools, real-time delivery and local control over the full audio and digital brand experience, ensures that any venue can deliver the most engaging experience to visitors, at any given moment, with minimum effort.
The CUBE platform has diagnostic capabilities that are unmatched in the business music industry. Uptime means your staff at full strength, and systems at optimum levels. Find out about CUBE's unmatched client support.
While music streaming is likely to remain popular with consumers, it is not a good fit for businesses, retailers or restaurants. There are overwhelming benefits in using a physical CUBE MUSIC PLAYER with CUBE In Store Music Services. Find out more!"
Because CUBE hardware is designed to keep playing music even when it cannot communicate with CUBE servers, clients serviced by CUBE affiliated partners never had any moment of silence during the recent DDOS attacks that interrupted Spotify, Pandora and others.
Excellence in customer service simply cannot be ignored. How can you promote excellent customer service in your company? What are the layers of good customer service? How can you optimize good customer service at all stages of the sales funnel? Read on to find out.
It always wise to keep up with the latest trends: In this infographic we summarize what you need to know about the digital trends that are growing in 2016.
Once a customer passes into your store, it’s your opportunity to get your message across within a limited timeframe. Here’s how!
Audio Marketing Professionals and Music Suppliers can now easily blend an unlimited number of music playlists and take advantage of built-in separation capabilities to ensure delivery of the best music experience, with minimal repetition of song titles and artists.
76% of shoppers feel more relaxed in retail stores that play music. When the customer arrives at your store it is important that they are comfortable in their surroundings. Find out more now!
This info-graphic from The Cube explains how consumers are changing, how companies need to communicate with them, and identifies the key demands that need to be considered when interacting with the ‘Always-On’ consumer.
Sometimes CUBE hardware must deliver audio to a point that is physically removed from a network connection. This paper outlines wiring strategies that can be used in such situations.
This post addresses the issues surrounding the topic of audio quality on VoIP and cellphones, white noise bursts, G.711, G.729 and so forth.
Here we expand on this bottom-up research by reviewing the challenges and pain points for businesses and retailers where it comes to the desires of Joe Consumer and the implications for the on hold and in store industry.
Now that we've established that major, disruptive changes are afoot, lets focus on how best you can set yourself up for future success. In this third post, we'll thus take the bottom-up approach of reviewing the challenges and pain points from the consumer perspective.
We periodically get asked the question whether the CUBE ecosystem (CUBEOS and CUBE Apps, managed by CubeMC), could also be made to run on the Raspberry Pi hardware?
In our last post we reviewed how the computing industry dramatically changed after it reached its strategic inflection point. So let's take a look at the On-Hold and In-Store music industry, and see if anything looks familiar.
CUBE OS is the world's most advanced system for remote management: It's been engineered specifically for forward-looking service providers who must remotely manage and maintain the network-connected equipment and appliances they've installed at their customer's premises.
CubeOS is designed for the service provider, who might have thousands of units deployed in the field, so they can have complete control over those devices remotely. With CubeOS, service providers can push updates remotely to units without customer intervention: those can be content updates, app updates, or even updates to CubeOS itself.
Inflection points can be a result of action taken by a company, or through actions taken by another entity, that has a direct impact on the company. If a company successfully adjusts and takes the right path during this transformation period it can lead to a new level of growth and success.
Exponential Solutions (The CUBE) recently delivered a highly popular keynote presentation on the coming inflection point and the future of On-Hold and In-Store services. We will be publishing a series of posts that explore the developments that are pushing the industry toward a critical strategic inflection point.
The CUBE is the most advanced, independent and future-proof delivery platform for service providers and music suppliers who deliver music on hold, in store messaging, and interactive music solutions to business customers.
You can either read this informative e-book as a Flipbook (New) or download it as a PDF (your choice). This e-book also includes a ready to go evaluation matrix that providers can use right away to make informed choices.
CUBE is compatible with IE, Firefox, Chrome and Safari, on Windows, Mac and Linux. Many management functions are also available from iPad and various mobile devices.
No matter what line of business you're in: **Customers are the life-blood of any business.** You work hard to make the phone ring, and to get customers to walk through your door. You train your staff to treat customers like royalty. And then, you mess it up, by making the following five mistakes.
