Putting Customer Experience at the Center of Digital Transformation

Frontiers |

Bernardo Rodriguez

When it comes to transformation, many organizations struggle with a dilemma of digital growth happening at the expense of customer satisfaction. By moving to a platform-based approach, companies can align tech investments and new features with the customer experience.

Why Customer Experience Is Key for Loyalty Programs

Jess Huang et al.

Loyalty programs provide great value for companies by driving higher sales and boosting brand affinity. However, companies employing traditional “earn-and-burn” rewards programs for customers may miss out on long-term benefits. Tailoring programs to offer great customer experience is key — and when companies implement both types of benefits into their programs, they’re more likely to beat out competitors and build brand loyalty.

We Must Keep Globalization in Its Place: The Marketplace

Henry Mintzberg

It’s remarkable how many people line up either for or against globalization and then dismiss the other side. Who’s right? Neither. We should all be lining up for and against globalization, to retain what is constructive about it while challenging what has become destructive. We need to keep globalization in its place — the marketplace, where it creates value — while keeping it out of the public space, where it has become increasingly destructive.

Using Data Science to Avoid Global Pricing Chaos

Andrea Marron

E-commerce and omnichannel retail strategies have revolutionized the way consumers buy products, but maintaining consistent pricing across global markets can be an obstacle for organizations. By harnessing a focused data science strategy, organizations can avoid pricing pitfalls.