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The banking industry is entering a pivotal phase where data, artificial intelligence and customer ce...
Personalisation has become one of the most talked-about ambitions in modern marketing, yet for many organisations, it remains frustratingly out of reach. The gap between knowing pe...
It's not necessarily premiums or claims disputes that lose customers
Healthcare marketing has entered a new era where generic messaging no longer resonates with consumers the way it once did. Patients today expect more from the brands they engage wi...
Marketing strategies have undergone a significant transformation in the evolving digital landscape. Businesses can create highly tailored experiences that resonate with individual...
How to build case continuity across channels? If customers still have to repeat themselves after ma
It's not necessarily premiums or claims disputes that lose customers
Too many promotional emails. Plummeting open rates. Here’s how American Airlines changed its loyalty program email strategy. Using existing data, it rebuilt the program around smar...
As markets remain competitive and customers grow less tolerant of friction, 2025 marked a clear shift in how organisations think about customer experience (CX) – particularly in bu...
Ecommerce brands are increasingly asking for customer data, yet they’re receiving less in return. That’s not a coincidence. Collecting data beyond just name and email, like phone n...
Table of Contents: Introduction Customized communication has become embedded in regulated industries through routine practice... The post Customized Communications: Balancing Perso...
As retailers’ investment in connected stores gathers pace and bricks-and-mortar digitalisation strategies reach growing levels of maturity, retailers must ensure their race to auto...
— Introductory Summary Prague Eventery is Prague’s primary and foremost, full-service Event and Destination Management Company (DMC) with 15 years of experience specializing in Cus...
As answer engines divert discovery and squeeze the funnel, B2C marketing leaders are looking for the fastest, most durable way for their brand to become more visible and authoritat...
(Series: How Audiences Become Addressable in Programmatic Advertising) Identity is not something you “set.” It is a set of design choices that determine who is eligible, what the s...
Discover what a personalized shopping experience is and how it can enhance your shopping journey. Explore the benefits of tailored recommendations, curated selections, and improved...
With the hyper-digitisation of the modern era, truly understanding the buyer’s journey has become increasingly complex. They might browse a product’s web page one day, but purchase...
Not long ago, good customer service was defined by availability: a call answered in a contact centre, a query logged, an issue resolved. Today, that bar has moved significantly. In...
Bringing together the right expertise at the right time to help teams execute faster and smarter with SAP.
As AI accelerates across CX, leaders are being pushed to define where it belongs — and what must remain human. Hear what leaders from Amazon Ads, Consensys, Disney, New York Life,...
GenAI is enabling a suite of new experiences for customers. These three case studies, featuring rock’n’roll souvenirs, secret foodie spots and faces from the future, showcase some...
Every year, the arrival of spring brings open windows and blossoming trees. For many, it’s also time for spring cleaning. Whether you love or hate the spring-clean, it’s an importa...
Photo by Microsoft 365 on Unsplash Consumer habits have changed dramatically over the past decade. People are no longer drawn only toward products that are functional or widely ava...
Have you ever wondered why some brands seem to understand your needs so quickly? People shop online, use apps, and send messages every day, yet many experiences still feel slow or...
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