Recent writings in the customer retention literature emphasise that all customers are not alike as targets for customer retention efforts (Jones & Sasser 1995; Ganesh et al.2000). For example, Jones ...

Challenge your observation skills! Find all 3 differences in two pictures of a Guy Serving Food to a Customer in just 27 seconds. Are you up for the test?

Customer sentiment analysis is taking a bold leap forward with emotion mapping, real-time tracking and cultural insights.

While surveys have formed the backbone of CX efforts for decades, they only account for a small percentage of all customer feedback data available to businesses today. In the age of the omnichannel ...

Both are invaluable tools with different purposes on the whole. A customer journey map is a diagram that visually represents ...

These two distinct types of platforms serve different but complementary roles in customer-centric business operations. They often work in tandem: CDP provides the necessary data insights, enabling CEP ...