There’s been no shortage of discussion about loyalty 2.0, loyalty 3.0 and the journey towards customer-centricity. But the truth is there is no silver bullet to solving customer’s loyalty requirements in today’s always-on, digital-centric environment. What succeeding at a customer-first approach really comes down to, is the foundational elements of your organization.

While many agree that customer-centricity is a path to better financial success, few know how to get there. This is marked by the increasing....

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