There is a paradox among leaders of the Enterprise CX. The ability of AI to ensure speed, personalization and scale are also slowly eliminating the most important aspects of...
The heads of retail and commercial banking are grappling with an uncomfortable reality, that is: product parity has destroyed almost all historical bases of competitive differentiation. The interest rates,...
Customer retention has traditionally been measured using behavioural metrics: purchase frequency, average basket size, churn rate, redemption velocity. These metrics are still relevant, but they are only a fraction...
Choosing a customer loyalty program is rarely a simple task. For senior leaders with multi-channel operations, high customer acquisition costs, and fragmented buyer behaviour that is only getting more...
Most enterprises address customer acquisition and customer loyalty programs as distinct functions; one held by marketing, the other held by CRM or retention teams. This structural divide leaves a...
It’s very rare when CRM selection falls at the demo stage. It fails months after deployment, when the platform is no longer able to support a new business unit,...
Customer experience leaders have long understood that physical retail has an inherent advantage: the ability to interact with customers using multiple sensory channels simultaneously. The scent of a luxury...
The transportation sector is undergoing a significant reconfiguration. Shifting commuter behaviours, multimodal travel adoption and the increasing penetration of electric and autonomous mobility are collectively destroying the assumptions on...
Customer acquisition is the top subject in eCommerce budget discussions. Yet the economics of retention are consistently superior to acquisition on almost every measure, be it margin contribution, revenue...
Free loyalty programs have long been the default for eCommerce brands trying to retain customers. Low barrier to entry, wide participation and simple points mechanics; on paper, it’s an...
