In today’s episode, we talk about how to be both a product-led organization and a customer-centric one, what fintechs are doing that keeps them closer to customers, and how banks can rethink the customer journey around financial life stages. Join the discussion with host and Head of Business Development Rob Rubin, Analyst Lauren Ashcraft, and Principal Analyst Tiffani Montez.

On today’s podcast episode, we discuss why the new funnel begins at checkout, what kinds of offers customers are most receptive to when getting ready to click the buy button, and how to avoid showing someone something they already have. Join Senior Director of Podcasts and host Marcus Johnson, Vice President of Content Suzy Davidkhanian, Senior Director of Briefings Jeremy Goldman, and Senior Vice President of Solutions and Operations at Rokt Jon Humphrey. Listen everywhere and watch on YouTube and Spotify.

On today’s podcast episode, we discuss how to increase basket size, how to break out of category while staying true to brand identity, and how to respond to TikTok trends without seeming like a brand responding to a TikTok trend. Listen to the conversation with our Senior Analyst Sara Lebow as she hosts Vice President and Principal Analyst Suzy Davidkhanian and the CMO of True Religion Brand Jeans Kristen D’Arcy.

On today’s podcast episode, we discuss how GenAI is changing the customer shopping journey the most, the impact of AI agents, and how to maintain brand messaging in a more conversational universe. Tune in to the episode with Senior Director of Podcasts and host Marcus Johnson, our Analyst Jacob Bourne, Vice President Suzy Davidkhanian, and Global Digital Commerce Senior Director, Strategy & Execution, Todd Hassenfelt. Listen everywhere and watch on YouTube and Spotify.

The technology will improve banks’ customer service and help them deliver more personalized interactions.

86% of US adults have used self-checkout, and 70% have used mobile apps for shopping, per a September 2024 study from Morning Consult.

Consumers are cautiously optimistic about AI use. Over 100 million people will use generative AI (genAI) in the US this year, per our June 2024 forecast. But many are still distrustful of the tech as it relates to consumer privacy, personalization, and its capacity to hallucinate. Here are five charts demonstrating how consumers really feel about AI, and what marketers can do to make them more comfortable with the evolving technology.

Online access and a fee-free ATM network are the two most important bank services/features according to US banking customers, per to a July 2024 survey from Nerdwallet conducted by The Harris Poll.

The final version of the Consumer Financial Protection Bureau’s Section 1033 rule clarifies how financial institutions and apps must protect and share customer data.

On today's podcast episode, we discuss how a department of justice suggested breakup of Google could change search, the potential impact of Walmart’s personalized homepages and customer support, what’s next for the buy now, pay later (BNPL) space, how Tesla’s new “cybercab” could change the world of robotaxis, what charitable donations in America look like, and more. Tune in to the discussion with host Marcus Johnson, director or Briefings Jeremy Goldman, analyst Evelyn Mitchell-Wolf and vice president of Briefings Stephanie Taglianetti.

As open banking nears, financial institutions should be thinking about its impact on customers who likely bank elsewhere, too.

On today's podcast episode, in our "Retail Me This, Retail Me That" segment, we discuss why the restaurant industry is facing another year of uncertainty and how restaurants are boosting loyalty. Then, for "Pop-Up Rankings," we rank the top restaurant loyalty programs. Join our analyst Sara Lebow as she hosts analyst Blake Droesch and senior director of media content Becky Schilling.

On today's podcast episode, we discuss how Walmart plans to use AI to enhance the customer shopping experience, Instacart pushing smart carts into in-store retail media, why consumers are dissatisfied with their in-store shopping experience, how best to reduce clothing returns, the rise—and potential fall—of the Marvel Cinematic Universe, and more. Tune in to the discussion with our vice president of content Suzy Davidkhanian and analysts Blake Droesch and Carina Perkins.

Brand marketers have to be strategic as a challenging 2023 has taken its toll on marketing budgets. CMOs worldwide expect to spend 9.1% of company revenues on marketing compared with 9.5% in 2022, according to May data from Gartner. And considering revenues are also lower for many companies, that pie is getting even smaller.

Key stat: Among US consumers ages 18 to 44, 53% prefer digital to phone when receiving help with a product- or service-related question, while just 35% of consumers ages 45 to 75 favor digital to phone, per Verint.

Brands must ensure they’re aligned on their target audience and objectives while also using data to support their decisions. In addition, digital dollars can do double duty by amplifying in-store performance.

Brands need to prepare for third-party cookie deprecation now. “We’re going backward to less personalized ads and less relevancy, and consumers are frustrated with that,” said Logan Patterson, senior director of global business advisory services at Slalom. Patterson, along with two other senior digital marketers, weighed in on pressing questions about an impending future without third-party cookies at our recent Tech-Talk Webinar, “Designing the Future of Enterprise Customer Data Strategy.”

Reaching consumers starts with knowing who they are. That means understanding consumer demographics, media and search behaviors, and ad consumption habits. Here are five charts to help you get to know your customers.