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“The good news for our brands is we continue to do very well with JD Power,” says Dave Mingle Director, global connected customer experience at General Motors.  “We think we’re making good progress. Our mass market...Read More

For those outside the industry, data analytics seems to go hand-in-hand with the financial services vertical. These outsiders aren’t wrong, quite the opposite. They often are unaware of just how many applications advanced data analytics can...Read More

During a session at the recent Money20/20 Conference in Las Vegas, Kausik Rajgopal, director, McKinsey & Company, discussed some aspects of the company’s new report, “Payments on the Crest of the Fintech Wave,” and how this...Read More

A hot topic in the financial services industry is the dawn of more powerful predictive analytics. Using these robust tools, companies can gain insight into the probable future of customers, financial trends, and the industry at large. In a panel...Read More

Machine learning and Artificial Intelligence are two buzz terms that could have a profound effect on the overall customer experience related to financial institutions. These technologies are picking up steam as they make their way toward the...Read More

There is considerable buzz around chatbots in the current customer loyalty industry. But, why is that the case? What factors have conspired to bring this topic to the forefront? Josh Jacobs, President, Kik Services, attempted to bring some...Read More

“I try to get people here at Cargill who represent our brand, the stakeholders, to think and behave according to the platinum rule, not the golden rule,” says Paul Hillen, vice president of global marketing for Cargill. “The...Read More

During a segment titled, “Man Versus Machine in the CX Equation,” at the recent Forrester CXSF Conference, Josh Jacobs, president, Kik Services, talked about how chat can elevate a brand’s story while gaining a new and more...Read More

The fast-moving consumer goods (FMCG) industry is swimming in data. Both manufacturers and retailers rely on multiple data sets to drive consumer engagement. Getting a handle on all of that data in order to create actionable insights often...Read More

View it through one lens and make incremental change. View it through multiple lenses and transform your business. That is the mantra for PricewaterhouseCoopers (PwC) and its innovative BXT Method, which lies at the intersection of business...Read More