Cutting Through the Metaverse Hype
The barriers to mainstream metaverse adoption and the key opportunities and challenges it presents. The metaverse is an…
Bring Customers Into Clear Focus
Employees who think their company is customer-centric are very optimistic about their companies and their future. Bad customer…
Get the Right Customers or Suffer Their Loss
By Areeya Lila If you’re a marketer, it’s important to focus on acquiring the right customers. Otherwise, you’ll…
AI Ethics and Environment Sustainability
By Elisa Orrù Moving away from the currently prevalent Big Data mindset towards a Small Data approach would…
How Web3 could Revolutionize Loyalty Programs
By Brian D. Evans Loyalty programs are great, and many consumers opt for certain brands because of these…
The 2023 Digital Leader: Progressive Measures to Fight the Recession
An unfortunate reality that goes without question is that the economy will always rise and fall. The inevitable…
Convenience and Security Build Brand Loyalty
By Rob Otto It’s one of the hardest qualities to win over customers, yet one of the easiest…
What’s Next in Personalization
Personalization has become an integral part of marketing strategies across industries. Gone are the days when shoppers were…
Streamlining Supermarket Spend: Don’t Let Opportunity go to Waste
Full shelves at the supermarket were something taken for granted pre-pandemic. But when sales rocketed by 21% and…
As We Celebrate Black History, Let’s Lift Up Black American Contributions
Black History Month is a time to recognize the contributions of Black historical figures. It’s also an important…
Fixing the Customer Retention Problem
Customer retention is intrinsic to the success of any business, whether it’s a startup or an established brand.…
Navigating Data Privacy Compliance in a Privacy-Conscious World
As long as your data privacy infrastructure is compliant, and you have the tools to analyze and manipulate…
How to Help Your Data Teams Put Data Privacy First
It’s clear that while the principles of data privacy by design have been around for many years, the…
Booking and Payments: The Tipping Point for Travel Loyalty in 2023
Are companies devoting enough attention and resources to making their travel loyalty booking processes convenient and intuitive? Consumers…
Amazon’s Alexa? Google’s Nest? What’s The Value of This Technology?
Recent news articles are telling us that the world of the voice assistant is struggling – with the…
Consumer Research: ML vs Statistics Cage-Match
We want to contribute intelligent tools to the consumer research space to help free time for thinking within…
Addressing the Customer Experience Paradox
When it comes to the customer experience game, it’s always important to remember that the last best experience…
Frictionless Customer Experience Through Smart MarTech
For CMOs seeking to deliver on their customer experience ambitions, marketing technology (MarTech) has become an indispensable companion.…
Why Invest in CX Technology During Economic Uncertainty?
Higher CX technology spending correlates with success in revenue, costs, customer satisfaction, and employee productivity, according to Metrigy’s…
6 Best eCommerce Use Cases for ChatGPT
Chatbots have become a popular tool for businesses of all sizes, and eCommerce companies are no exception. With…
Growing Retail Loyalty via Sustainability Discounts
As retailers struggle to retain sales volumes amid heightened inflation and a prolonged recession, innovating customer loyalty offerings…
The 5 Most Commonly Used Customer Care Success Metrics… and Why They Don’t Matter
A customer care center can’t be a black box. Technical support staff and Customer Support Managers (CSMs) are…
Frictionless Enterprise – the Digital User Experience
As with every other aspect of Frictionless Enterprise, digital connection is the fundamental driver of the transformation of…
Loyalty – A mirage or a fountainhead?
Marketers who can’t earn customer loyalty declare that it is dead. Brands earn loyalty by distinguishing themselves with…
A Behind-the-Scenes Look at Consumer Behavior
It’s not always obvious why people make the decisions they do. If a customer buys a certain product,…
How UX Design Can Help Brands Thrive in the Metaverse
User experience (UX) designers will play a major role in making consumers feel comfortable with the metaverse. That…
How Brand Tracking can make Marketing Investments Recession-Proof
Kantar evidence from the last recession of 2007-2009 demonstrates that tightening the purse strings starts with the marketing…
12 Trends in Ecommerce for 2023 & Beyond
Today’s consumers have more options than ever. As these consumers become increasingly diverse and seek a customized, convenient…
CX Personalization: How to Unlock Brand Loyalty in 2023:
In their efforts to support rising consumer demands for flexibility, simplicity, personalization, and many other “age of Amazon”…
The Five Rules of Ethical AI
The Ethical AI Manifesto outlines AI’s risks and how to avoid them. Controlling the potential harms of artificial…
Data-Driven vs. Data-Informed: What’s the Difference?
A major goal for businesses in 2023 is to gather and analyze collected data to make smarter business…
Consumer Duty: How CX Excellence will Separate Leaders from Laggards
There’s a plethora of rich customer experience insights hiding in every interaction of a customer’s journey with an…
How to Build Trust and Loyalty through Purpose-Driven Marketing
Your entire marketing campaign – and indeed, brand – hinges on trust. With pandemic pressures – and economic conditions in…
The ROI of Customer Experience
Knowing the ROI of customer experience helps to fund CX projects and make intelligent investments in customer experience.…
5 UX Trends to Watch in 2023
Digital experiences are more critical to business success than ever before. Due to the pandemic, the race to…
Customer Data Practices Need A New Path Forward
There are two points of particular friction that currently hold back marketers wanting to strengthen customerrelationships and engagement in…
How Not to Train Your AI
“A cat and a dog pooping on a book that is pink.” Sure, maybe it wasn’t the best…
Beyond the Transaction: the Importance of Creating a Connected Loyalty Experience
For travel loyalty programs, the importance of creating a branded end-to-end experience for members cannot be overstated. Combine…
Four Trends Challenging Brands in the Evolving Digital Marketing Ecosystem
It seems that every day we witness the emergence of new disruptive forces that challenge our personal, economic,…
New Customer Behaviours and Upcoming Trends in the Retail Industry
The retail industry is currently undergoing enormous changes. Many factors play a role, the biggest one being the steady implementation of new technology.
The Top 100 Most Valuable Brands in 2022
Given the elusive nature of brands, determining a brand’s financial value is a difficult task.
Crafting Commerce Experiences is the Next Wave of Personalized CX
Implementing a transition to the crafted commerce approach requires strong support from leadership and a creative, customer-centric mindset in addition to digital maturity and the right composable elements.
Using Conversational AI to Make Commerce Happen
In 2021, 64.2% of US adults between the ages of 25–34 used a voice assistant. It is expected that 48.2% of US adults will use a voice assistant by 2025.
3 Ways to Blend the In-store and Online Shopping Experience for Retail Success
The lines between online and in-store experiences aren’t just blurring, they are blending.
Navigating the Big World of Small Business: A Conversation with Andrew Criezis of NielsenIQ
NielsenIQ just announced the company’s first global report focused on small and medium-sized business We spoke with Andrew…
How to Identify and Fill Gaps in Your CX Transformation Project
Complicated projects introduce multiple opportunities for something to go wrong through a resource shortfall. Here’s how to reduce those gaps.
Complete Guide to Customer Lifetime Value in 2022
CLV is the metric to understand where to invest in your business for long-term success. In fact, if you want to remain a viable company over the long term, you must make it a focus area.
The Secret to Seamless Employee Engagement
The best onboarding and engagement strategies start early and offer a cohesive, consistent experience tailored to the individual.
25 Reasons Why Your CRM Fails – and How to Fix Them
Few things are as frustrating as going through the expensive, time-consuming process of implementing a new customer relationship management (CRM) system, only to see it fail.
Can Artificial Intelligence Be Creative?
Machines can write compelling ad copy and solve complex “real life” problems. Should the creative class be worried?