Strategy and Design

Personalization in financial services: An imperative to stay relevant

With the blurring lines between the retail, fintech, and banking industries, customers are left wondering why personalization in financial services, for lack of a better word, sucks. Banks are... ...Read more

Building patient trust and establishing care in the age of telemedicine

Over the past year, the Covid-19 pandemic has rapidly accelerated patient and provider adoption of virtual care visits. With coronavirus raging across the globe and over half of American... ...Read more

Live panel recap: Loyalty analytics

The metrics that matter in the customer journey How do you quantify emotional loyalty? I recently moderated a live panel of PK loyalty and analytics experts to answer that... ...Read more

Five bank customer loyalty strategies to avoid

When we think of bank customer loyalty, we think of rewards programs. These programs are usually associated with credit cards, and a few encompass multiple bank products. The latter... ...Read more

Managing loyalty in a multi-brand organization

Recently, Authentic Brands Group, which owns Forever 21, Brooks Brothers and Lucky Brand, announced its plans to introduce an umbrella loyalty program across a large number of brands within... ...Read more

How retailers can adapt: PK and Salesforce at NRF 2021

My colleague Martin Mehalchin and I recently had the opportunity to participate in a virtual panel hosted by Natasha Janic, Product Marketing Manager at Salesforce, at the NRF Big... ...Read more

Why streaming bundled services drive customer loyalty

In streaming, giving consumers a reason to stick around is critical to remaining relevant. This is true of just about any category, but particularly for the OTT world because... ...Read more

Upskilling, reskilling: Digital transformation post-pandemic

We find ourselves at the tipping point of another industrial revolution powered not by steam and coal but by digital transformation. Digital transformation has long been a topic of... ...Read more

Engineered experience: Loyalty for technology consumer goods

Traditional loyalty programs feature points, rewards, and member benefits to promote repeat purchases. But programs like these present a challenge for technology consumer goods with companies who sell devices... ...Read more

Forrester Now Tech: The PK loyalty evolution

The PK Integrated Loyalty Solutions team was recently included in Forrester’s Now Tech: Loyalty Marketing, Q4 2020 report. Our recognition as a mid-size loyalty service vendor with global reach... ...Read more