Safety is the New CX, But then What?

Customer Experience has become the focal point for how retailers deliver value to their customers. The classic four Ps of marketing (product, price, promotion, and place) have taken a back seat [...]


Banking Trends, Looking Beyond the COVID-19 Pandemic

The world will not be quite the same place after the COVID-19 pandemic is over.  The sheer magnitude of disruption to business, civic and personal routines has left an indelible mark on each of [...]


What’s Past is not Prologue: Retail Analytics in the age of COVID-19

Customer behavior today bears little resemblance to customer behavior yesterday, pre-pandemic. The predictive analytics retailers used to depend on for customer insights relied on historical [...]


Physical Banking is Dead — Long Live Physical Banking!

Physical banking (as in walking into an actual brick-and-mortar branch office and speaking with real people) is going the way of 8 Track Tapes, dial telephones and Dodos.  The rise of online [...]

Being Better is Not Enough: How Retailers Can Thrive Now and in a Post-COVID-19 World

The power is shifting from brands to consumers in the digital age and COVID-19 is accelerating that change. Consumers today have access to information anytime and anywhere, more choice and the [...]


Connected Consumer Insights Can Boost Brands

When Scandinavian Airlines System CEO Jan Carlzon was leading the turnaround of Scandinavian Airlines System in the 1980s, he recognized the critical importance of the countless interactions that [...]


Consumers are Spoiled. So What Can Retailers Do About It?

I was once talking to my teenage son about his lack of gratitude for all that he had. I called him spoiled. His response? “Well, whose fault is that?” Did I give my precious child too much, too [...]