Tech should work within the transaction itself to understand shopper behavior, context and intent in real time.

It is easier to lose loyalty than many people think. If you make an error your client may no longer be a fan. If there is a change in personnel, the personal ...

Personalization builds loyalty. Shallow segmentation isn’t enough. Customers expect relevant experiences that reflect who they are and how they interact with your brand. AI improves retention. AI can ...

Artificial intelligence is reshaping customer experience by connecting every stage of the omnichannel retail journey – from ...

When it comes to modern marketing, I have found that having a distinctive face and voice for your brand is a must. On one hand, this could very well be the CEO or any other high-level executive. On a ...

The memories of experiences are more important to future customer loyalty behaviors than what actually happened in the experience. This is the harsh reality of customer experience and a pivotal aspect ...

Some customers are becoming suspicious of loyalty apps. A columnist for the Washington Post wrote in October about his realization that the Starbucks app was showing him fewer promotions during the ...

Artificial intelligence delivers actionable insights, driving efficiency and preparing convenience retailers for an AI-driven ...

Imagine going to a restaurant where the owner expects you to take your own order and cook your own food. Would this be really cool or bizarre? What if you went to a restaurant where another customer ...