The Evolution of Customer Experience: Driving Loyalty Through the Convergence of Loyalty and CRM

In today’s marketing world “optimized customer experiences” can only be realized if “convergence” is realized first. That was the number one takeaway from my recent MediaPost article, and it’s a major sticking point for loyalty programs. Essentially, convergence falls under two categories, with one unfolding in response to the other. The convergence of marketing channels, convergence 1.0, and the convergence of management approaches that blend traditional....