The Hidden Cost of Customer Satisfaction: Why Chasing High Scores Might Be Hurting Your Bottom Line
In the relentless pursuit of customer satisfaction, businesses across industries have become focused on a single north star: the almighty […]
digital transformation
How Gaming and Loyalty Can Combine to Make a Memorable Customer Experience
Did you know that while 79% of consumers agree loyalty programs make them more likely to continue doing business with
Consumer Spending is Down But That Doesn’t Mean You Need to be Out
Did you know that only 16% of consumers increased their spending last quarter? That’s the lowest it’s been in 3
Mastering Strategic Agility: Innovating Through Uncertainty in 2024
In today’s volatile business landscape, strategic agility isn’t just an advantage—it’s a necessity. As we navigate through 2024, businesses face
Navigating the Digital Twin Revolution: A Double-Edged Sword for Customer Experience
In a world where customer expectations are constantly evolving, businesses are turning to cutting-edge technologies to stay ahead. McKinsey’s recent
Beyond Net Promoter Score: The Rise of Predictive Loyalty Metrics in the Age of Big Data
In today’s hyper-competitive business landscape, customer loyalty is more crucial than ever. For decades, companies have relied on metrics like
Integrating Voice of Customer (VoC) Programs into Your Digital Strategy
In today’s customer-centric business environment, understanding and addressing customer needs and preferences is more critical than ever. One of the
Navigating the CX Landscape: Strategy Over Hype
Recent findings from the 2024 Market Study on CX Trends, Challenges, and Opportunities reveal a troubling decline in customer experience,
Harnessing the Untapped Potential of Unstructured Data
A recent article from Forbes highlights the tremendous potential of unstructured data in transforming customer experience and strategic decision-making. Despite
Overcoming Cultural Resistance to Change in Digital Transformation
Digital transformation is essential for businesses aiming to stay competitive in today’s rapidly evolving market. However, one of the most