January 2025 Issue

By Francesca Nicasio  As we settle into the new year, you might be wondering what’s in store for your retail business in 2025. How will consumers behave in the coming months? Which tools or technologies should you invest in? While no one can predict with 100 percent certainty what lies …

By Nasser Sahlool In the ever-evolving digital landscape, the rise of Generative AI represents a revolution for marketing that is comparable in scope to the advent of the internet and the introduction of smartphones. With the global AI market projected to grow annually by 35 percent through 2030, the potential …

By Vicki Hyman Within just the past few years, payments have transformed entirely — tap to pay has become even more prevalent, traditional financial institutions are exploring blockchain, and generative AI is emerging as critical to boosting fraud protection rates by as much as 300 percent. Borders are no longer …

By Richard Schenker The consumer-packaged goods (CPG) industry, traditionally known for its vast scale, global reach, and ubiquity in everyday consumers’ lives, has been a late adopter of formal consumer loyalty program strategies. While sectors such as retail, financial services, and travel & hospitality have all operated, marketed, and benefited …

Jim Tincher is the President of the CX consulting firm Heart of Customer and author of the book “Do B2B Better”. By Stephen Shaw Make it – sell it  – ship it. That’s pretty much the way B2B companies have operated forever. Usually product-centric and sales led, they view customers …

By Sara Rabolini As we approached the new year, the world of customer loyalty was undergoing a major transformation, and if you’re interested in what 2025 has in store for customer retention, you might want to keep reading. Gone are the days when loyalty programs simply meant earning points for …