Justin Racine, Principal of Commerce Strategy, has covered some of the most memorable commerce, retail topics and customer experiences to hit our newsfeeds in recent years. He has written for CMSWire on a wide range of subjects and has previously been awarded Contributor of the Year, so it’s no surprise that he has once again earned the honor for 2025.
This year, Justin decoded the Manning brothers’ secret playbook for brand loyalty and urged the world to recognize how customers are using AI in their holiday shopping. He wrote about everything from Taylor Swift to KFC, but we wanted to know which articles readers shared, liked, and returned to the most. Below are the top five CMSWire pieces Justin published in 2025.
Number 5 – Alexa, Meet ChatGPT: New Ecommerce Customer Experience Party Has Better Snacks
Justin explores how the integration of conversational AI like ChatGPT with voice assistants such as Alexa will reshape commerce by creating more natural, personalized shopping experiences. With generative AI and voice-driven interfaces working together, brands can deliver seamless product discovery, recommendations, and transactions that feel like real conversations.
Number 4 – The Future for Your Consumers Isn’t Social Media, It’s Social Life
From the early days of dial-up to the rise of social media, being online has always been about discovering what’s happening and who’s involved. Justin explains how social media is evolving into what he calls “social life,” where AI-powered wearables and connected devices blend digital and physical interactions. Instead of likes and passive engagement, future platforms will emphasize real-time, interactive experiences that reshape how we shop, date, and socialize.
Number 3 – The Future of Customer Experience Is Built for AI, Not Humans
Justin spent much of the year writing about the future of customer experience, and his prediction is bold: humans are no longer the primary focus. He argues that autonomous AI agents will increasingly make decisions and purchases on behalf of consumers. To prepare, brands must overhaul product data, adopt composable commerce architectures, and support dynamic, AI-generated product pages that respond to real-time queries.
Number 2 – The Absolute Top Moments From NRF 2025: Retail’s Big Show
The National Retail Federation’s annual conference kicks off the year, and Justin’s recap is always a reader favorite. His 2025 takeaways highlighted how AI’s practical impact is now front and center in most retailers’ plans. He also emphasized the importance of the show floor embodying the essence of retail and noted several provocative discussions about the future of digital commerce.
Number 1 – What Red Lobster’s New CEO Teaches Us About Customer Experience Strategy
The most-read article of the year was Justin’s deep dive into the revival of a well-known seafood chain. He unpacked how Damola Adamolekun, Red Lobster’s new CEO, turned around a struggling franchise with small but meaningful changes. Updates to menus, ambiance, and overall experience led to significant improvements in customer satisfaction. Justin also highlighted how authenticity and transparency strengthened trust among both employees and guests, improving overall brand perception.
That’s a Wrap on Justin’s Top CMSWire Articles for 2025
If you can’t get enough of Justin’s insights, keep an eye out for his upcoming article covering NRF: Retail’s Big Show in early January. We’ll be sharing live coverage from the first few days of the conference, and if you plan to attend, be sure to meet Justin and the rest of our experts.
