Strategy

61% of brands consider adding experiential rewards to loyalty programs
Why AT&T’s use of AI in customer care should become a telecom industry standard
How the EU AI Act will reshape customer experience design
The beauty of Sephora’s ‘quiet hours’ strategy
In praise of Ikea’s short-term CX thinking
How CX leaders can help build a ‘brand stand’ to drive loyalty
KFC is no chicken when it comes to transforming its customer experience
77% of consumers say easier to use online forms affect loyalty
20-plus default e-mail and SMS notifications is not a CX strategy 
72% of loyalty program members want prioritized support
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