Facing the Future of Customer Personalisation (5min) The promise of ‘customer journey orchestration’ is real-time, cross-channel engagement that delivers highly relevant experiences at optimal points in the path-to-purchase. Early adopter organisations are already exploring an …
Customer Experience News 185: CPI’s The New Customer-Centric Metric, Post Pandemic Predictions and Reopening: The Retail Marketing Challenge
The New Customer-Centric Metric (3min) This thought-provoking article from HBR argues that traditional metrics such as Net Promoter Score (NPS) do little beyond contributing to company-centric KPI’s. The alternative, as both a lever for, and predictor …