Customer Retention

How to align the right CX goals in your sights.

Key findings from Incite Group's State of Customer Service 2020.

Our 4 biggest takeaways on how to take your customer experience to the next level.

Channel orchestration leverages customer preferences in different channels while driving down costs and improving CX quality.

The shoe company’s eco-friendly and innovative D2C approach has pushed its brand value to more than $1 billion.

Following weak holiday season sales, retailers are hopeful that aligning the in-store experience with online shopping will spur a turnaround.

To ensure greater success in their role, CCOs should move through these five competencies.

These three changes to mobile strategy can help brands generate valuable personalization that meets customers' needs.

One of the biggest challenges that telecom industry executives face is customer churn. While churn rates vary by country and by provider, annual churn rates for telecom companies average between 10 percent and 67 percent, according to the Database Marketing Institute. And while there are a variety of reasons that customers disconnect from wireless providers in particular - dissatisfaction with the quality of service, cost, poor customer support - the use of customer data and analytics is providing decision-makers with new ways to identify potential triggers for churn and opportunities to strengthen customer relationships.

From web browsing histories to mobile usage data, telecom companies are using customer data to make money. But are they overstepping the boundaries of digital customer engagement?