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Customer Experience & Loyalty

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Article

Elevating customer experience excellence in the next normal

– Companies that make the right investments now could build an enduring advantage in serving customers. Three priorities will be... key.
Interview

Modernizing technology in the service of the customer

– At McDonald’s, the building blocks in a modern technology platform are personalization, strategic acquisitions, and agile... operations.
Article

Revenue growth management in the COVID-19 crisis

– The fundamentals of revenue growth management remain, but CPG companies will need to pivot fast to respond to the crisis and lay... the groundwork for the next phase.
Article

Rapid Revenue Recovery: A road map for post-COVID-19 growth

– Speed, agility, and a new understanding of customer values are the keys to navigating the next normal.
Article

Service industries can fuel growth by making digital customer experiences a priority

– Retailers’ ever-more tailored online experiences continue to define new norms, carrying consumers’ expectations for... other sectors along with them.
Article

Driving digital change during a crisis: The chief digital officer and COVID-19

– Chief digital officers play a crucial role in driving the digital changes needed for their organizations to respond to the crisis... and prepare for the next normal.
Article

Connecting with customers in times of crisis

– During the COVID-19 pandemic, companies that lead with empathy and genuinely address customer needs can strengthen relationships.
Article

Remaking banking customer experience in response to coronavirus

– In the context of COVID-19, banks can better serve customers in distress by enhancing support in the use of digital tools and... new products and services.
Article

Adapting customer experience in the time of coronavirus

– Care, creative thinking, and new tools can address customers’ acute needs today and forge stronger ties in the post-COVID-19 era.
Article

At the heart of a crisis: How consumer-health companies can lead in the time of coronavirus

– As consumer behavior continues to shift with ever-changing conditions, consumer-health companies must respond to the coronavirus... pandemic with key stakeholders in mind.
Article

Preparing for loyalty’s next frontier: Ecosystems

– As digital marketing expands consumers’ choices, companies are learning to drive customer loyalty—and growth—by... pooling data within an ecosystem of brands.
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