Customer Experience

eClerx brings back early leader Hoshi Mistry to steer its Customer Experience unit, signaling a strategic push to fuse institutional knowledge with AI innovation.

Forget the automation-first narrative. A new wave of retail AI, championed by firms like Tulip, is betting on a surprising asset: the human sales associate.

Maison Origine’s exclusive Emirates debut for 'Oud of London' signals a major shift, turning captive in-flight audiences into the next luxury battleground.

Following its $900M merger, Propelis is moving beyond packaging in South Korea. We analyze its high-stakes strategy to win a $324B market by integrating tech and creative.

Beyond record profits, Nykredit's H1 results reveal a powerful strategy. Its customer-owned model and bold M&A are reshaping Danish finance. But is it sustainable?

A landmark deal brings non-alcoholic beer to MetLife Stadium, signaling a seismic shift in fan culture and a brilliant strategic play by a market leader.

Making the Inc. 5000 once is hard. Four times? Levitate's success shows its 'relationship-first' model is more than a trend—it's a new benchmark.

At the Markham Indy, SiriusXM isn't just sponsoring a race. It's fusing music and motorsports to redefine fan engagement and build a resilient brand.

Porter Airlines' 20th-anniversary blind box campaign is more than a marketing stunt; it's a strategic play to redefine customer loyalty beyond points and miles.

Beyond new features like hotel cancellation flexibility, HTS's summer update reveals a firm identity: a B2B tech engine powering global travel's bottom line.

How did Banner Life leapfrog competitors to dominate U.S. term life? A deep dive into the tech, strategy, and a key acquisition that rewrote industry rules.

Tanger Outlets Foley's massive renovation, anchored by Shake Shack, isn't just a facelift. It's a strategic pivot to experiential retail. What does it signal?

With six straight J.D. Power wins and stellar local reviews, Renewal by Andersen isn't just selling windows. It's selling a business model.

A new partnership integrates Bluetooth 'walk-out' payments and AI-driven guest memory into Toast's dominant POS system, promising a VIP experience for all.

Breakaway Festival and BELLA+CANVAS are turning souvenirs into interactive experiences, creating a powerful new playbook for fan loyalty and brand growth.

MINISO’s new Kraków pop-up isn't just a store; it’s a strategic probe into the future of retail, powered by the psychology of surprise and IP fandom.

A new press release touts 'simplicity' as the future of digital entertainment. But for online gaming platform Mr Win77, are the real complexities hidden?

A Texas energy upstart is winning awards by ditching gimmicks for loyalty. BKV Energy's model reveals a major shift in what consumers want: honesty.

CarMax is deploying advanced AI from Sierra to redefine its customer call experience. How does this move empower employees and set a new standard for auto retail?

A Florida lender's tech-fueled success reveals a paradigm shift in mortgages, proving the best new business is the business you already have closed.