Customer Experience & Loyalty

March 23, 2023 – A strategy focused on improving the experience of existing customers can deliver breakthrough growth for incumbent companies—often... more than double that of their industry peers.

February 15, 2023 – The founder and CEO of Thought Machine talks with McKinsey about how advances in cloud-based solutions are helping banks meet... the technology challenge.

January 11, 2023 – For retailers, service businesses represent a tremendous growth opportunity—and a way to start building ecosystems that... satisfy more of consumers’ needs.

January 10, 2023 – Fashion brands can forge stronger connections with this segment by pursuing four strategies.

January 9, 2023 – The region’s consumers have embraced digital channels, and their spending is set to grow. New research highlights how companies... can generate more value from this segment in the coming years.

November 16, 2022 – Our US State of the States benchmark provides insights for newly elected and second-term administrations on how to deliver better... services, operate more effectively, and win back public trust.

November 8, 2022 – Fraud has escalated as digital adoption has increased. The situation requires that organizations simultaneously combat fraud and... provide customers with a seamless digital experience.

October 3, 2022 – Opportunities are there for the taking in mobile, new digital services, and improved digital experiences.

September 28, 2022 – Today’s fastest-growing brands participate in digital communities to earn engagement and loyalty—and do so with high... returns and low risk by harnessing agile test and learn.

September 13, 2022 – High inflation is a challenge, but ADAPTing an agile pricing strategy can help retailers and brands control costs, protect margins,... and retain customer loyalty.

August 17, 2022 – CX, or customer experience, encapsulates everything a business or an organization does to put customers first, managing their... journeys and serving their needs.