Article
| JUN 16, 2022
It wants to know what obstacles the public faces when seeking customer service help at big banks. Here’s why banks of all sizes should focus on the customer experience.
Report
| MAR 31, 2022
AI investments can improve customer experience. Here’s what companies are—and should—be doing to stay ahead.
Article
| JUN 24, 2022
Article
| JUN 7, 2022
Article
| MAY 26, 2022
Article
| MAY 27, 2022
Big-box retailers are aggressively upgrading their beauty offerings to attract returning in-store shoppers and younger, digital-first consumers.
Article
| MAY 16, 2022
Adopting a customer-centric mindset is key to standing out in today’s marketing climate. And yet, delivering exceptional customer experiences is a key challenge for 35% of marketers.
Report
| APR 26, 2022
By upgrading and integrating voice of the customer strategies throughout the entire organization, businesses can improve the customer experience and boost financial results.
Article
| JUN 21, 2022
These FIs serve mostly Boomers and Gen Xers. Developing a strong digital customer experience could woo younger generations still searching for their primary FI.
Article
| JUN 17, 2022
Retailers struggle with online returns, but charging won’t help: Brands like Asos and Boohoo should focus on improving the customer experience to help mitigate the effects of inflation and bracketing.
Audio
| MAY 26, 2022
On today's episode, we discuss what makes a customer data platform (CDP) successful, what kind of ROI brands can expect from them, and some best practices. "In Other News," we talk about whether companies are tracking the customer service metrics that really count and what happened when Old Navy made clothing sizes for everyone. Tune in to the discussion with senior vice president of sales at mParticle Kyle Robinson and our analyst Patty Soltis.
Audio
| APR 27, 2022
On this episode of Reimagining Retail, our analyst Suzy Davidkhanian hosts resident apparel expert Sky Canaves. In "Pop-Up Rankings," they discuss several features from the inaugural apparel benchmark study that didn't rank as high as they would have expected. In the second segment, "What's In-Store," Sky and Suzy visit Nordstrom to check out its click-and-collect hubs, the mobile app scan feature, and different store activations.
Chart
| MAY 13, 2022
Chart
| MAY 13, 2022
Chart
| MAY 12, 2022
Chart
| MAY 12, 2022
Chart
| MAY 12, 2022
Report
| JAN 12, 2022
Evolving client expectations for more personalized services threaten wealth managers’ ability to retain existing clients and snap up new ones. But incumbents can face these changes head on by tapping AI to hyper-personalize offerings across the customers journey.
Video
| APR 19, 2022
Immersive technologies are reimagining what’s possible in the B2B space. Watch Industry Voices: CMOs Look Ahead with Milena Oliveira, senior vice president and CMO, to hear how 3M’s Transportation and Electronics Business Group (TEBG) leverages mixed reality alongside industry expertise to support an integrated customer experience.
Article
| APR 20, 2022
Made possible by Oracle Advertising and Customer Experience
Article
| APR 4, 2022
Chart
| MAY 4, 2022
Chart
| MAY 4, 2022
Report
| DEC 13, 2021
Next year in the UK, digital video ads will make gains, Brexit will continue to complicate ecommerce and data privacy rules, and retailers will reimagine the in-store experience.
Audio
| MAR 23, 2022
On this episode of Brand Anatomy, Briefing director Jeremy Goldman sits down with Ashley Ross, Bank of America’s head of customer experience (CX). Hear how the bank pivoted its service model during the pandemic, leveraged technology and personalization to better serve its customers, improved the ROI of CX—and how customer feedback helped Bank of America build a stronger brand.