In today’s fast-paced marketplace — where trends and technologies constantly evolve — one principle remains steadfast: customer satisfaction is the key to long-term success. A customer-centric ...

The famous words of hotelier Cesar Ritz, "the customer is never wrong,” are as true today as they were over 100 years ago. Although the sentiment has remained consistent throughout the decades, ...

Modern CX depends less on where data lives and more on how signals, AI, and governance come together at decision time. For much of the past decade, customer data platforms (CDPs) were positioned as ...

A loyal shopper notices the price of their usual olive oil has risen three times in as many months. This feels arbitrary and unpredictable, eroding trust. They wonder: Will it be higher next week?

The start of this year saw hydration specialist CamelBak complete its expansion of its D2C (direct to consumer) and dealer direct model in the UK, a process started in summer last year, for what the ...

Charisma Glassman is Senior Partner & Global Head of Retail Advisory at Genpact, helping global brands transform the end-to-end value chain. With inflation, market volatility and rapid technological ...