For many companies, customer privacy is often seen as a regulatory burden that limits data use and personalization rather than as a business opportunity. Research by Natalie Chisam at the University ...

Digital marketing strategies that use multiple channels and layers of data offer a structured way to find, qualify, and ...

Personalization may be the promise, but the retail experience that customers get from their favorite brands often tells a different story.

When it comes to market segmentation, I don’t see truly well-documented cases often. At a more simplistic level, we think of classic matrices such as BCG or McKinsey’s. But the real exercise of ...

Before the pandemic, United Airline's strategy focused on cutting costs to expand margins, which averaged 10.6% between 2015 and 2019. In 2021-22, United announced a series of aircraft orders for up ...

This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. The customer experience practice is facing fresh headwinds and ...

What’s the real cost of losing a customer? Hint: It’s much more than the immediate revenue hit. When a customer churns (stops buying from your business), you’re actually losing their future purchases, ...

In today’s competitive market, companies must rethink how they connect with customers. Market segmentation—the practice of dividing a broad market into subgroups based onshared characteristics—has ...

From all my years in research and consulting, I think I’ve learned a thing or two about marketing worth sharing. Enduring fundamentals, mostly—yet often overlooked. So, over the course of my biweekly ...

Customer segmentation and personalization have moved from the margins to the center of modern marketing strategy. As businesses rely more heavily on digital channels to engage audiences, the ability ...