Fueled by accelerated digital transformation, the COVID-19 crisis has shifted CMOs’ focus on customer loyalty into overdrive. While Forrester predicts that spending on loyalty and retention marketing will increase by 30% in 2021. But the environment in which CMOs operate is now even more complex. Driving greater customer loyalty is a lynchpin to their company’s survival, helping them grow revenue at a time when they’re taking financial hits resulting....

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