AI assistance is only as good as the data it’s grounded on; decisions based on any single data point or disjointed systems ...

More than 2 in 5 of consumers say they have stopped doing business with a brand when its personalized marketing felt too ...

Most failed pilots share the same root cause: no measurable success criteria set before the project started, and no map for ...

When Petco Perks launched in Q2, “customer point redemption volumes far exceeded our initial projections,” CEO Joel Anderson ...

Large retailers are using AI to enhance supply chain operations and tailor customer offerings, the companies said on Q2 ...

Not knowing how to measure a project’s success or when to shut them down can keep companies from finding success, Gartner ...

Repercussions range from customers switching brands to giving up on the purchase altogether, a Contentsquare survey found.

Cigna announced in February that it would tie high-level executive compensation to net promoter scores as part of a larger strategy to improve customer experience. The measurement will affect the ...

Under an arrangement between the grocer and the fuel company, shoppers can apply rewards from both companies’ loyalty ...

Full-scale redesigns are increasingly out of step with how leading brands manage digital experiences, experts say.

The league’s transition to a “fan engagement engine” exemplifies a broader shift in customer journey mapping as brands move ...

Through a new collaboration, members of both the World of Hyatt and Delta SkyMiles loyalty programs will be able to earn ...