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

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.” ...

Any retailer’s long-term health requires finding the right balance between acquiring and retaining customers — particularly the loyal and big-spending types of shoppers. But rapid changes in both ...

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 ...

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

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 ...

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 ...