Loyalty rewards programs are no longer just a novelty, but essential business best practices. Almost every brand or business wants to offer some sort of compensation plan in hopes of achieving genuine and lasting devotion from consumers. According...Read More

This is the second in our series on Emotion Design in CX, look for the next two blogs coming this week. Check out our first blog here.Designing for Emotion is the process of driving emotional connection within your customer experience. The process...Read More

It’s become almost clichéd to say, but the fact of the matter is that customers today are absolutely addicted to the personal, mobile screens they carry around with them. Whether it’s smartphones, tablets or e-readers, today’s...Read More

Marketers can use big data and analytics to help predict customer behavior, determine ROI of marketing efforts and help businesses make the best possible decisions across many different business functions.  For more information, view the...Read More

Yes, gift certificates still exist. Last year, I purchased one as a Christmas gift for my dad. Granted, it was from an independent establishment in the United States, but paper certificates are still floating around. If your business still...Read More

Customer churn will erode a customer base and diminish profits.  Companies routinely take steps to understand and combat customer defection to minimize its effect, but do companies accurately value the impact of a retained customer for the...Read More

The fundamental nature of an idea or concept is never permanently fixed or static. The words and terms we use to describe a wide array of effects, events, and phenomena, are always in a state of flux; they adapt and evolve based on the needs of...Read More

The back-to-school shopping season has been an extremely important business period for decades in the US. Can you even remember a time when the anticipation of heading back into the classroom didn’t get people hustling for supplies or books,...Read More

No two CX initiatives are the same. Some might focus on a single process or an isolated opportunity; others might involve an entire organization. Some come about as a result of a pressing issue, need, or opportunity, while others are part of...Read More

Merrill Lynch uses machine learning to automate investors’ portfolios, Facebook employs it to curate newsfeed content, and Google’s self-driving cars rely on it to navigate the roads.  Thanks to machine learning’s ability to...Read More