Customer Experience

Toys"R"Us is launching 120 new standalone stores this holiday season. We analyze the asset-light strategy and retail economics driving this massive comeback.

As auto repair times surge and AI takes over claims, NJM Insurance proves that blending digital efficiency with human empathy is the ultimate strategy for 2026.

Beyond industry awards, a new wave of healthcare marketing focuses on what truly matters: improving patient access, solving workforce shortages, and rebuilding trust.

Over half of UK shoppers now abandon retailers with poor returns policies. This is forcing a strategic pivot from viewing returns as a costly headache to an opportunity.

A new report reveals 42% of consumers are confused by life insurance, costing billions. But a top 10% of insurers are thriving. Here's their playbook.

Cincinnati's new Crown Network is moving from screens to streets, partnering with The Park to create an immersive Bengals game day hub. Is this the future?

A new partnership between Vivid Seats and the LA Rams offers fans field access, but at what cost? A look at the strategy behind premium gameday experiences.

Fairmont's new 'Special Happens' program isn't just about lavish trips. It's a deep dive into a major industry shift where exclusive access is the new currency.

National Vision is betting that a style-centric, digitally-native makeover for Eyeglass World can capture the modern consumer in a crowded optical market.

Susan Powell analyzes how the BYD PURE GAMES signals a major shift where cars, skincare, and workouts unite to capture the modern consumer.

Surfshark is turning users into co-developers with a new beta program. This isn't just about bug hunting; it's a strategic shift shaping the future of trust and innovation.

Premier Continuum’s ParaSolution earned a top G2 rating not with market muscle, but with user loyalty—a key signal in the evolving BCM software landscape.

The custom curtain brand is pivoting to a tech-enabled platform, empowering designers with data and service, a strategic move reshaping the home decor industry.

Top rankings are just the start. Qtrade's strategic pivot to zero-fee trading and AI investment signals a market shift where user experience is the ultimate prize.

Known for legendary human service, hot pot giant Haidilao is using AI to manage its 200M-member loyalty program. The results are startling.

Mayakoba's Día de Muertos is more than a festival; it's a masterclass in experiential luxury, blending ancient folklore with Michelin stars to sell connection.

The paint-your-own pottery franchise isn't just selling ceramics; it's building a tech-driven empire on franchisee success and the booming experience economy.

The era of a la carte streaming is ending. New data finds 51% of viewers want a hybrid of live and on-demand TV, forcing a strategic industry reset.

As the MICHELIN Guide returns to Las Vegas, Guy Savoy's star isn't just a win; it's a masterclass in the enduring business model of unwavering excellence.

Beyond a dramatic financial recovery, Intouch Insight's latest results reveal a calculated strategy for market expansion in grocery, QSR, and beyond.