CX

Thought Leadership

Customer Loyalty Roundup, February 8, 2019

Welcome to another roundup of articles, news, and insights about customer loyalty, retention, and rewards programs. Discover how marketing to Gen Z may mean the death of brand loyalty as we know it, learn how to better market to the "tailored experience obsessed" Millennials, go beyond measuring engagement to entanglement and understand the importance of predictive analytics for CX. 

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Thought Leadership

Customer Loyalty Roundup, January 11, 2019

We're back with another roundup of articles, news, and insights about customer loyalty, retention, and rewards programs. Today we're diving into the chanel-less CX mindset, why grocery loyalty programs delivery perks can be costly, and how feedback loopscan help increase profits and prevent churn. 

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Thought Leadership

Customer Loyalty Roundup, November 30, 2018

Welcome to another roundup of articles, news, and insights about customer loyalty, retention, and rewards programs. After one of the busiest shopping weekends of the year we thought you'd want to hear about the death of customer loyalty, revamping rewards programs, intelligent customer experience (CX), making retention easier, and almost effortless banking retention strategies.

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Thought Leadership

Customer Loyalty Roundup, November 21, 2018

Welcome to another roundup of articles, news, and insights about customer loyalty, retention, and rewards programs. We're bringing our roundup to you a little earlier this week given the holiday break. The topics covered include embracing your data, improving retail loyalty programs, enhancing the customer experience and disrupting loyalty rules.  

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Thought Leadership

Customer Loyalty Roundup, November 16, 2018

Welcome to another roundup of articles, news, and insights about customer loyalty, retention, and rewards programs. On the docket this week includes the effect of customer loyalty on shopper expectations, code freezes, and rewards programs. As a bonus, we highlight a new study that speaks to poor customer experience being a wedge between consumer and brand.

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Thought Leadership

Customer Loyalty Roundup, October 12, 2018

Welcome to another roundup of articles, news, and insights about customer loyalty, retention, and rewards programs. This week we're highlighting a few really important areas like building better data and customer marketing strategies, re-engaing lost and at-risk customers as well as acknowledging the intersection of CX and loyalty.  

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Thought Leadership

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Researchers expect shoppers to spend an estimated $3.4 billion during Amazon’s shopping frenzy on Prime Day.

But then their site went down. Then their stock went down.

While meeting the “dogs of Amazon” might have softened customer attitudes toward the poor performance, the truth of Prime Day is that despite the massive amounts of customer behavioral data available, the 36-hour shopping experience offers very little in the way of relevance to the individual customer beyond price discounts.

Instead, it’s likely the biggest loss leader in retail history because Amazon understands an important truth: Prime Day isn’t really about Prime Day. It’s about where shoppers are spending money the rest of the year.

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Thought Leadership

Five myths about the machine on your team

While advances in AI and machine learning tend to provoke one of two reactions—a general dystopian anxiety or vision of a gleaming connected futurist society—the fundamental truth is that we are in the midst of a major disruptive cycle in the way humans and brands interact.

From single-channel applications like natural language processing-enabled chatbots to core AI marketing platforms that orchestrate every customer interaction, 78 percent of marketers are working on adopting or expanding AI in 2018.

Although increased investment in AI and machine learning initiatives permeate the technology roadmap across most major brands, most marketers don’t really have a sense of how AI will affect the daily lives of their teams and customers. With this in mind, we’ve put together this list to help dispel the five myths of AI that we’re commonly seeing across major enterprise marketing teams.

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