Industry TrendsMay 2019 Issue

Trends That Are Reshaping the CX

By David Yee Digital transformation has irrevocably changed marketing and retail industries for the better. Not only have brands embraced digital, they’ve completely reshaped their business models bridging the digital and bricks-and-mortar experiences to empower and engage customers wherever they are. Future success in marketing and retail will lie in …

Customer CentricityIndustry Trends

Canadians care greatly about buying experience–PwC Survey

PwC Canada’s Consumer insights survey: The experience is pertinent to Canadian consumers ● Only 20% are likely to purchase groceries online in the next 12 months; ● 46% suggest they are comfortable accessing health care products or services online ; ● 31% of respondents aged 25-34 are planning to buy smart home appliances …

DigitalIndustry Trends

Innovative CMOs are creating superior business value by rewiring their organizations to deliver hyper-relevant customer experiences, Accenture study finds

Businesses that prioritize customer experience generate 11 per cent higher shareholder returns TORONTO–A small number of innovative chief marketing officers (CMOs) are helping their organizations generate shareholder returns 11 per cent higher than those of their industry peers by delivering hyper-relevant customer experiences, according to a new report from Accenture …

Customer Relationship ManagementIndustry TrendsReputation Management

Fewer than half of Canadian businesses are equipped to recover their reputation in a crisis

Study uncovers a notable gap between awareness of reputation risks and robust issues and crisis management TORONTO–The majority of Canadian companies say they aren’t adequately prepared to recover their reputation in the aftermath of a crisis, a volatile and complex situation that interferes with an organization’s ability to carry on …

Industry TrendsLoyalty

New Bond Report Reveals Loyalty Program Expectations on the Rise

Could Unlock Billions in Spend by Bringing Experience up to Par with Expectations; Rewards only account for 25% of what drives loyalty member satisfaction; Top programs announced; Leaders adopt experience differentiators Global customer experience marketing, management and measurement company, Bond Brand Loyalty, in partnership with Visa, released its 9th Annual Loyalty …

Industry Trends

Canadian’s Trust of Major Organizations Showing Cracks

Fourth annual Proof Inc. CanTrust Index reveals drop in trust levels across all categories TORONTO– After three years of stability, the 2019 Proof Inc. CanTrust Index reveals a significant drop in Canadians’ trust in major institutions, organizations, leaders and many sources of information. Overall, the study saw a decline in …

Financial ServicesIndustry Trends

Sonnet Insurance partners with “like-minded brands” for Sonnet Connect

Sonnet Insurance has launched Sonnet Connect, a new way to protect, improve, and simplify life for Canadians TORONTO–Sonnet Insurance has launched Sonnet Connect, a new way to protect, improve, and simplify life for Canadians. Known for simplifying the insurance experience, Sonnet has partnered with 14 different brands that share a …

Industry TrendsMarketing Research

Survey: 85 Per Cent of Creative Managers in Canada Say Their Companies Are Transparent About Pay

Increased productivity is the biggest benefit, according to employers Most advertising and marketing managers feel comfortable sharing salary information with colleagues and contacts outside their organization Companies and employees in the Canadian creative industry are opening up about compensation, new research from staffing firm The Creative Group shows. More than …

Industry TrendsNon Profit

Canada’s non-profit sector continues to grow

Larger percentage of GDP and more employees, but community organizations showing declines New data about the charitable and nonprofit sector by Statistics Canada shows that charities and nonprofits accounted for 8.5% of Canada’s Gross Domestic Product (GDP) in 2017. This is equivalent to $169.2 billion of value added to the …

Industry TrendsPayments

Shifting Trends Signal Renewed Digital Payment Market Growth

News Commentary As consumer trends begin to change, many businesses are forced to adapt accordingly. One of the biggest demands in the consumer industry is more efficient payment systems. With the emergence of online platforms, digital payment solutions have rapidly evolved throughout recent years. Typically, most payment providers are advancing …