CX Innovation

Writing the Unwritten Rules of Customer-Centric DNA

True customer DNA is made up of three critical internal building blocks upon which all customer-based strategy and activity is built.

How Does Your Social Strategy Stack Up?

Most business leaders recognize social as a critical channel for strengthening customer relationships. But most struggle with defining their organization’s social strategies.

KBC Belgium’s End-to-End Reorganization Around the Customer

Not willing to risk the complacency that can come with market leadership, the bank focused on customer centricity to stay competitive and build its business.

Is Customer Experience Profitable? You Can Bank on It

Customer satisfaction with most banks is at its lowest in years. Banks could win customer loyalty by showcasing experience excellence.

ING Netherlands Is Uniquely Customer Centric

Collaboration and accountability create customer experiences that differentiate the bank from its competitors.

Maximize Long-Term Value and Hit Short-Term Targets

Financial services firms that use customer equity to guide their strategic planning will improve overall performance.

The P&L of Mobile Marketing

With more than four billion mobile phone users worldwide, there is ample opportunity for companies to tighten customer relationships through mobile marketing.