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Experiences matter

Experience is everything, to everyone. An experience is more than an app, a point of sale, a website. It’s a feeling that’s created at every interaction, defining and building lasting relationships, not just with customers, but with the people who work for and support your brand every day. It’s a calling card that sets you apart from the pack. Change is everywhere. These articles offer insights into how to deliver experiences that inspire long-term confidence, loyalty, and growth.
s+b Blogs

AI in the announcer’s booth

Artificial intelligence could soon deliver sports commentary customized to a viewer’s preferences. And if robots can learn to do this sort of talking, the applications could be far-reaching.
by Kevin Maney
s+b BlogsGMO

Why Net Promoter Score is past its prime

The metric was useful in simpler times, when companies were beginning to understand the importance of customer experience. But it’s time to replace it.
by Matt Egol
s+b Blogs

Banking on voice

Voice-assisted devices will revolutionize the financial-services industry by providing customers with on-demand service and by helping banks reduce costs.
by Mohib Yousufani and Julien Courbe
GMO

ROX: How to get started with the new experience metric

Make sure you understand “return on experience” — the new way of tracking the results of your investments in customer and employee experiences — and how to implement it.
by Matthew Egol, Reid Carpenter, and Sujay Saha

PwC insights

Explore the findings of more than 21,000 online consumers in 27 territories across the globe.

It's time for a consumer-centred metric: introducing “return on experience.”

Understanding how customers view M&A can help companies capture deal value.
PwC insights
Is your approach to compliance constraining capital, culture and customer experience, or is it contributing to trust and competitive advantage?