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Customer Experience & Loyalty

ALL INSIGHTS

Article

The great consumer shift: Ten charts that show how US shopping behavior is changing

– Our research indicates what consumers will continue to value as the coronavirus crisis evolves.
Article

Europe’s digital migration during COVID-19: Getting past the broad trends and averages

– A survey of 20,000 European consumers pinpoints what has changed in which markets, suggesting prompt actions for companies to... consider.
Podcast

Discussions in Digital: Surveying the brand-building landscape

– The digital age is forcing companies to innovate the way they build brands.
Article

Elevating customer experience excellence in the next normal

– Companies that make the right investments now could build an enduring advantage in serving customers. Three priorities will be... key.
Interview

Modernizing technology in the service of the customer

– At McDonald’s, the building blocks in a modern technology platform are personalization, strategic acquisitions, and agile... operations.
Article

Revenue growth management in the COVID-19 crisis

– The fundamentals of revenue growth management remain, but CPG companies will need to pivot fast to respond to the crisis and lay... the groundwork for the next phase.
Article

Rapid Revenue Recovery: A road map for post-COVID-19 growth

– Speed, agility, and a new understanding of customer values are the keys to navigating the next normal.
Article

Service industries can fuel growth by making digital customer experiences a priority

– Retailers’ ever-more tailored online experiences continue to define new norms, carrying consumers’ expectations for... other sectors along with them.
Article

Driving digital change during a crisis: The chief digital officer and COVID-19

– Chief digital officers play a crucial role in driving the digital changes needed for their organizations to respond to the crisis... and prepare for the next normal.
Article

Connecting with customers in times of crisis

– During the COVID-19 pandemic, companies that lead with empathy and genuinely address customer needs can strengthen relationships.
Article

Remaking banking customer experience in response to coronavirus

– In the context of COVID-19, banks can better serve customers in distress by enhancing support in the use of digital tools and... new products and services.
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