On today's podcast episode, we discuss how much audiobooks can move the needle for Spotify, how engaging its app is versus Netflix and TikTok, and how much of its podcast success is tied to Joe Rogan. "In Other News," we talk about how badly AI can hurt your company's customer service and why Google has called for a ban on personalized ads for minors. Tune in to the discussion with our analyst Daniel Konstantinovic.

Large Canadian banks saw a decline in customer satisfaction from 2022, with midsize banks performing better in a few key areas.

The new year is just around the corner, and it’s a great time for retailers to take stock of what worked and what didn’t in 2023 and stay informed on what consumers will expect in 2024.

On today's podcast episode, we discuss what to make of the deal between the writers and studios, whether we'll soon be interacting with synthetic social networks, if AI can really improve customer service, wearable AI technology potentially replacing the smartphone, how much people have saved for retirement, and more. Tune in to the discussion with our director of reports editing Rahul Chadha, director of forecasting Oscar Orozco and analyst Max Willens.

Despite the rise of ecommerce, nearly 85% of US retail sales still occur in-store, according to our forecast. To attract customers to physical stores, brands must continually innovate to offer memorable experiences.

Generative AI was the shiny new thing this year (despite having been around for quite a while). Curious consumers wrote poems with ChatGPT, created masterpieces with Midjourney, and browsed Google’s and Microsoft’s AI-chatbot search functionalities. As the hype clears, which generative AI applications will be most relevant for business? And how can marketers put those applications to use?

Less than 1% of US ad agency jobs will be lost to automation and generative AI technology this year, according to Forrester. Though that number will grow over the coming years, it will only total 7.5% by 2030.

Banks that view spending on digital capabilities as an opportunity rather than a cost can drive profitability through customer satisfaction.

Banks can super-charge the customer experience through open communication via social media channels.

Along with digital upgrades, banks must improve the customer experience with relevant products and services.

Social media and TV are the top channels that consumer packaged goods (CPG) consumers use to find new products, but in-store still plays an important role in product discovery. Meanwhile, Amazon and Walmart are fighting to capture share of CPG product searches, though in-store consumers are more likely to turn to Google for help.

The SVB collapse has made them reconsider where they do their banking. We discuss what banks can do to stand out.

This third annual study ranks the seven largest Canadian banks (by domestic asset size) based on their support for 42 emerging mobile banking features, weighted by consumer demand for each feature.

We break down consumer demand for emerging mobile banking features and bank performance by category to identify the most important tools Canadian banks should prioritize.

ChatGPT will transform formulaic tasks like product descriptions and inventory management. As OpenAI makes more integrations available, adoption will become increasingly common. Here’s how major retailers are already using ChatGPT.

Generative AI speeds and streamlines the process of creating content for brands’ social media accounts. But beware of taking steps that damage consumer trust.

Generative AI has ample applications within financial services over a three-year horizon, with payments the most promising sector because of its breadth of potential use cases.

ChatGPT and generative AI have taken the business world by storm. But how valid is the buzz around the technology? And how should insurance leaders act on the opportunity in 2023?

Retailers start to test the waters of generative AI: While companies like Carrefour and Fanatics are using it to improve engagement, Amazon has concerns over data privacy.

Just as the tech blows up in banking, UK startup Evident has created a non-biased index that scores banks on AI development and implementation.