Strategy

Why the hotel guest experience is splintering
What the Toys “R” Us AI movie overlooks
Listen up: How in-store music is helping (or hurting) your customer experience
53% of consumers expect one-on-one in-store appointments
Starbucks’ quest for the occasional customer
72% of customers join a loyalty program before making their first purchase
Why emotion-canceling AI has no place in contact centers
54% of consumers are interrupted three times or more per digital experience
There’s no Photoshopping Adobe’s ugly FTC lawsuit
Forrester offers a glimpse of a future filled with ‘invisible experiences’
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