Our team has been thinking about the changing customer quite a bit lately. As a leader in customer insights and customer loyalty, we quite literally see the customer change before our eyes through the actions they take with our clients.What we...Read More

Online and mobile shopping is one of the most popular methods of buying what you need. But even with personalized content recommendations, personal shoppers and a host of other technological improvements, much of it still feels very impersonal...Read More

Not long ago, most marketing efforts were confined to a relatively small quadrant of people’s lives. Mass media, marketing, and advertising freely span television and radio broadcasts as well as other forms of omnipresent marketing such as...Read More

I belong to a number of reward and loyalty programs. My favorite program? The Capital One Venture Card. Two points for every dollar spent and an additional 40,000 points if you spend $3,000 within the first three months.Once I had my shiny, new...Read More

For any organization striving to significantly improve customer experience, they need a plan to do so.  That’s because the ability to design and deliver great customer experience doesn’t “just happen.” It’s...Read More

For any brand or company, the payment experience must be considered part of the sale. Think about the last time you went to a store and left because the line to pay was too long. Or the last time you went online to pay for something and the...Read More

It is becoming increasingly clear that chatbots and virtual assistants are poised to become major players in the relationships between enterprises and their customers.  A quick walk through the floor of CES earlier this month would...Read More

Big Data is transforming operations across the spectrum of industries and functions, including logistics, manufacturing, accounting, and even legal services.  One key area often identified is marketing, specifically data-driven marketing...Read More

When put to strategic use, gift cards have the power to acquire new customers and increase foot traffic while increasing revenue.When I think of the evolution of the gift card I am reminded of my early days in online marketing and the advent of...Read More

Forget the current, siloed nature of payment processing. Retail payment hubs that manage all payment types from one platform are the future, and they’re coming soon. Best of all, they represent a much brighter future for financial...Read More