In a recent McKinsey survey of 850 CEOs and senior executives, 56 percent stated a top company priority is digital engagement of customers. The big challenge is: how can these digital customer experiences be successful? The key measurement is simple: Whether or not an organization is delivering superior customer experience.

Amazon customers feel happy because they’re better informed about the relevant products and brands that perfectly match their preferences. A retail bank customer, however, may frown upon their....

Log in with your Loyalty Management subscription or Loyalty360 member credentials to access this Loyalty Management article.
Loyalty360 members can access a variety of member-only content including Loyalty360 In-Depth Exclusives, Analyst Briefs, all Loyalty Management articles, Hundreds of On-Demand Webinars and more.

Recent Content