True AI fluency isn’t about using the most advanced model. It’s about enabling intelligence to flow freely between customer ...

Due to the influx of channels and information available — from online to mobile and social — consumers are focusing more on price and experience, rather than brand loyalty. As a result, today’s ...

Everyone’s been there — you try your mightiest to get the machine on the other end of the phone to understand what you need, until you give in to frustration and just begin to scream “representative.” ...

In this article, we’ll examine these four retail engagement shifts and share how leading retailers are adapting their ...

Retaining existing customers is essential for small and mid-sized businesses where resources are often limited and every loyal customer can have a disproportionate impact on profitability. While ...

Recruiting new customers costs seven to nine times as much as it does to keep current customers from leaving. Besides the obvious foregone revenue, dissatisfied customers are not going to recommend ...

The explosion of digital payments in India over the last few years has been phenomenal, driven largely by new-age instruments. In January 2025, UPI set a new benchmark by facilitating over 16.99 ...

Editor's note: This is Part 1 of our two-part series on the retention reset. Today’s installment tackles the why: the post-ZIRP correction, why acquisition-first economics are failing and why ...

As the economic tides shift in the wake of the Zero Interest Rate Policy (ZIRP) era, customer experience (CX) leaders are rethinking their priorities. The age of cheap capital and aggressive customer ...