Strategy & Design

The Empowered Buyer is not the same person from a year or two ago. Regardless of the product or service being sold, buyers now expect seamless orchestration throughout their... Read more

Driven by the pandemic, banks have pivoted their physical solutions to digital to serve financially stressed customers faced with record-setting unemployment and stock market concerns. Some banks have been... Read more

The beginning of 2021 has kicked off a flurry of proactive measures that big brands like Apple and Google are taking to address evolving consumer data privacy regulations. The... Read more

Consumer technology companies focus on building great products as their primary loyalty strategy, relying on an “if you build it, they will come” mentality. But for many companies, this... Read more

Economy of Expression is a four-part series about the role of communication in business. In Part III, we discuss with Eleanor Scott, artist, educator, and Silicon Valley communication consultant,... Read more

Brand-offered communities have become a staple in the tech world, something most companies take for granted. In their most basic form, consumer tech communities act as a support hub,... Read more

With the blurring lines between the retail, fintech, and banking industries, customers are left wondering why personalization in financial services, for lack of a better word, sucks. Banks are... Read more

Over the past year, the Covid-19 pandemic has rapidly accelerated patient and provider adoption of virtual care visits. With coronavirus raging across the globe and over half of American... Read more

The metrics that matter in the customer journey How do you quantify emotional loyalty? I recently moderated a live panel of Concentrix Catalyst loyalty and analytics experts to answer... Read more

When we think of bank customer loyalty, we think of rewards programs. These programs are usually associated with credit cards, and a few encompass multiple bank products. The latter... Read more