Loyalty

In the world of consumer goods, most brands focus their energy and budget on getting a customer to make that first purchase. But our guest today, retail expert and e-commerce strategist Zainab Hussain, argues that the real battle is won or lost in the first week of use. She has built her career on

Enterprises today are inundated with vast quantities of data and sophisticated analytical models, yet many struggle to produce outcomes that customers can actually feel. This disconnect highlights a critical shortfall that is not a modeling problem but an execution problem at its core. Recent

A customer’s meticulously planned vacation unravels due to a canceled flight, and in their moment of distress, they are met with a chatbot that perfectly mirrors their language of frustration, yet offers no tangible solution. This scenario is no longer a futuristic hypothetical; it is an

A Widening Chasm Between Technological Promise and Customer Reality While businesses have championed artificial intelligence as the definitive solution for superior customer service, promising unparalleled efficiency and instant responses, a starkly different reality has emerged for consumers. A

The long-held business-to-business axioms of price and product supremacy are rapidly dissolving across Asia's dynamic economic landscape, replaced by a new, more intricate competitive battleground where the quality of the customer experience dictates market leadership. As enterprises navigate

The significant divide separating an artificially intelligent customer experience that builds loyalty from one that actively drives customers away is frequently built upon a foundation of identical aspirations; however, it is the strategic and operational execution that ultimately distinguishes