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Customer Experience & Loyalty



Governments can deliver exceptional customer experiences—here’s how

– 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.

A new approach to fighting fraud while enhancing customer experience

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

Digital resilience: Consumer survey finds ample scope for growth

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

A better way to build a brand: The community flywheel

– 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.

How the apparel industry can ADAPT to inflation

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

Four ways to achieve pricing excellence in retail marketplaces

– Sellers typically control what retail marketplaces charge for their products, but retailers have options to keep pricing competitive—and... customers loyal.

Winning in loyalty

– To strengthen customer loyalty, strengthen your value proposition.

Emerging cautiously: Australian consumers in 2022

– Our latest Australian consumer survey has found five emerging themes that describe consumer optimism, spending habits, and shopping... transformations coming out of the COVID-19 pandemic.

Commerce media: The new force transforming advertising

– Commerce media is revolutionizing how ads are bought and optimized. Companies need the right strategy to share in its potential... trillion-dollar-plus value.

Opportunities for e-commerce success in Europe: Retail media networks

– Traditional retailers can join the boom in online shopping and digital commerce through retail media networks—a fast-growing... profit stream.

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.
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