Customer-friendly services—like switching current accounts and data sharing through open banking—helped almost one in three UK consumers form new banking relationships.

Clearscore is now valued at $645 million thanks to lenders eager to use its open banking-powered marketplace for matchmaking with borrowers—as some credit bureaus are already doing.

Revamping a century-old business magazine is like changing car tires at 100 mph, according to Salah Zalatimo, chief digital officer at Forbes. Like a Nascar pit crew, the team responsible for transforming a company like Forbes has to work quickly and precisely.

Ecommerce-wise, sometimes it seems like everything old is new again. Traditional retail features like layaway and installment plans have been adapted for online shopping and are growing in popularity—especially among younger consumers.

This report contains a framework for making sense of customer engagement metrics at one’s organization. It shares requirements for putting that framework to use and gives examples of companies successfully navigating customer engagement efforts.