AI investments can improve customer experience. Here’s what companies are—and should—be doing to stay ahead.

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.

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.

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.

By upgrading and integrating voice of the customer strategies throughout the entire organization, businesses can improve the customer experience and boost financial results.

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.

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.

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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.

Click and collect is set for a strong year in the US, both in terms of sales growth and increases in total buyers.

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.

The market’s appetite for personalization technology keeps growing: As investors see more brands prioritizing customer engagement, CX platform Insider becomes one of the few female-led SaaS unicorns in the world.