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Article

How the operating model can unlock the full power of customer experience

– By embedding customer experience within the organization and its operating model, companies can provide superior customer experience... and realize tangible business impact.
Article

CX without design only gets you halfway

– When mapping out the customer journey, combining traditional CX practices with user-centered design processes has proven to bring... the greatest value.
Article

Probing reality and myth in the metaverse

– Despite some skepticism, our recent insights show that Americans of all ages are ready to embrace the metaverse.
Article

Growth sprouts for SMEs in e-commerce

– Small and medium-size enterprises (SMEs) can capture a share of Europe’s booming online home-and-garden market—if... they fine-tune customer insights and build new capabilities.
Article

Busted! Five myths about retail media

– Retail media networks are transforming the advertising landscape and boosting top retailers’ bottom lines. Our latest survey... helps debunk five mistaken beliefs about RMNs.
Survey

How inflation and the conflict in Ukraine are impacting European consumers

– The latest Consumer Pulse survey shows that, across Europe, people have changed their habits and adopted new behaviors in response... to new stressors.
Article - McKinsey Quarterly

Marketing in the metaverse: An opportunity for innovation and experimentation

– Although widespread adoption of the metaverse may take some time, leading brands are already rewriting the rules of marketing.
Video

Marketing to the multifaceted Black consumer

– To attract Black consumers, brands must demonstrate quality, social mission, and good value.
Article

The future of B2B sales is hybrid

– Since B2B buyers are using more channels, B2B sellers must, too.
Article

As the cookie crumbles, three strategies for advertisers to thrive

– Here is how brands can adapt their online advertising to compete in a dramatically changing landscape.
Article

Six customer experience pitfalls to avoid

– To successfully enhance customer experience, companies need to build the right organizational capabilities and culture to plan,... execute, and sustain the transformation.
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