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Customer Experience & Loyalty

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Article - McKinsey Quarterly

Prediction: The future of CX

– Designing great customer experiences is getting easier with the rise of predictive analytics.
Interactive - McKinsey Quarterly

Five Fifty: Making loyalty pay

– Fast-surfing consumers are trying out new brands, stores, products, and websites. Can loyalty programs keep pace?
Podcast

Giving and reaping rewards: A conversation with ShopBack’s Joel Leong

– Transplanting a successful e-commerce business model into a region where online shopping is still developing is a heady task for... any organization. But a willingness to localize that model and fertilize the market by rewarding users for online purchases helped ensure success, according to the cofounder of a Singapore-based cash-back platform.
Article

How COVID-19 has accelerated changes in the B2B sales landscape in Brazil

– New analysis makes it clear: The digital revolution is a huge leap forward for B2B sales in Brazil.
Podcast

2020 season recap: Building and scaling new businesses

– Listen to learnings on business building from The Venture’s 2020 episodes.
Article

DTC e-commerce: How consumer brands can get it right

– Consumer brands need to make direct-to-consumer economics feasible and the customer experience seamless.
Podcast

Holiday shopping in 2020

– Consumers, longing for normalcy and eager for something to celebrate, plan to spend money during the holidays—but differently... from the way they have in the past.
Article

Think fast: How to accelerate e-commerce growth

– The most critical tools in successful e-commerce expansion are customer-centricity and a test-and-learn mindset.
Article

The conflicted Continent: Ten charts show how COVID-19 is affecting consumers in Europe

– European consumers are emerging from lockdown at their own pace—and with new priorities that include personal safety and... social values.
Article

Beyond COVID-19: Charting the road to recovery for South African insurers

– Seven big moves could help insurers navigate the crisis and thrive in the long term.
Podcast

Stressing customer obsession: A conversation with Sequoia Capital’s Pieter Kemps

– Start-ups fail for all sorts of reasons, but those that succeed constantly think about the customer journey, use technology to... remove friction, and find new ways to delight their customers, according to an investor with a legendary venture-capital firm.
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