Few advancements come around that truly shake every single industry to the core. But when they do, hold onto your smartphones, because you’re in for quite possibly the most exciting ride of your professional life. These days, that monumental leap forward is none other than digital transformation. Though their specific challenges vary, businesses industrywide are united in re-evaluating their strategies, turning to emerging technologies, and organizing themselves under the customer experience management mandate.
In this month’s collection, we examine what that looks like across five key industries—retail, healthcare, media and entertainment, financial services, and travel and hospitality—as well as what you can learn from their successes.
MasterCard’s Loyalty Chief: Rewards Are Not Enough
More than 60% of consumers worldwide say experiences define success—not things. That’s why loyalty programs are changing to become more focused on how to deliver those types of rewards, according to Francis Hondal, MasterCard’s president of loyalty and engagement.
Podcast: How To Organize For Success In Travel & Hospitality
As T&H brands evolve in their digital transformations, organizational structures must make a corresponding pivot as roles and skillsets evolve. And it’s up to business leaders to navigate their teams through this new terrain.
Retail Retold: The Power Of The Pop-Up Store
Look at the difficult headwinds facing brick-and-mortar retailers, and it’s no wonder that leading brands are rethinking the way they sell their products.
5 Industries That Have Gone All In On Emerging Tech
Digital technology is advancing at breakneck speed—and it’s putting pressure on businesses to produce new apps, tools, and technologies as they seek to compete in the digital economy. Not surprisingly, emerging technologies are at the center of this revolution.
How Southwest Is Scoring Big With Its Loyalty Program
“We often find that our initiatives designed to remove friction have the most positive impact on program value ratings,” says Jonathan Clarkson, Southwest’s managing director of loyalty, partnerships, and products.
Where Do Shoppers Turn For Inspiration?
Brands are all too frequently building brand equity and driving customers to their sites, only to offer them an underwhelming experience that encourages them to shop in other marketplaces.
Behind The Scenes Of Quicken Loans’ In-House Agency
We’ve all been there—left feeling thoroughly confused after receiving some sort of communication from our financial institution that was supposed to clearly explain an important topic.
The Next Phase Of Commerce: Retailers Move Toward Experience
It might sound counterintuitive, but for retailers the days of a sell, sell, sell commerce strategy are so, so, so history.
How Amadeus Is Rocking The Digital Transformation Journey
Regardless of which industry brands operate in, they have one thing in common: the need to constantly adapt to the new world of digital interactions. For Amadeus, a leading technology provider for the travel industry, this means more than simply investing in new technologies that get customers excited.
Healthcare’s Next Frontier: The Omnichannel Patient
Digital experiences are not only good for patient engagement, they also impact the bottom line.
Spotify: ‘Running At The Speed Of Culture’
In an age where companies win with great customer experience, how do you nail your tone to reflect the zeitgeist and move your relationship with customers forward?