Customers

This research report covers leading CX trends and offers expert advice for becoming a “CX Champion.”

Reframing your B2B company as a business-for-business company can boost revenues, customer retention, and worker morale.

Marketers should prioritize digital and e-commerce initiatives to offer customers engaging virtual shopping experiences.

Recruiting and retaining talent in a turbulent market, boosting profits and customer loyalty with charitable giving, and harnessing customers’ “brand admiration.”

As brands compete for holiday shoppers, they would do well to learn this lesson: Donations can boost sales and profits.

A new Google-Qualtrics survey finds that marketers need to strive for more consumer-centric apps.

In a Q&A, Eventbrite CMO Tamara Mendelsohn discusses how the pandemic deepened the company’s connections with customers.

Companies earn customers’ respect and loyalty when their brands enable, entice, and enrich them.

Rethinking assumptions about customer wants, improving the R&D process for new projects, and addressing data challenges.

A new tool for designing an analytics architecture can help marketers improve customer experience outcomes.

For a post-pandemic future, leaders must rethink their assumptions about what customers really want.

The pandemic spurred a social reset, and companies must respond to customers’ and employees’ changed expectations.

Smaller, often more private and interactive online communities and platforms are reinventing the way brands and consumers connect.

Much of the fashion industry trades on a culture of disposability. It’s not sustainable, and retail norms must change.

MIT SMR’s upcoming Executive Guide will discuss how companies can adapt to meet customers’ shifting expectations.

As consumers purchase access to goods rather than the goods themselves, their connections to brands will change.

In-store technology promises a better customer experience — and fuel for improved retail analytics.

New research highlights an opportunity for culturally rich brands to leverage brick-and-mortar stores to build brand loyalty.

Front-line employees are uniquely aware of the early symptoms of coming change. Management should heed their insights.

Retailers must explore new revenue streams, monetize existing assets, and embrace a consumer-to-business mentality.