Reports

The latest research, reports and whitepapers published by the team at PK. Obtain valuable insights on experience engineering to optimize your organization today.

The art and science of customer experience

Finally: The big book of customer experience. It’s time we consider how we do business from the customer’s point of view. In our big book of CX, we examine... ...Read more

Big data into big business

By 2021, insight-driven businesses are predicted to take $1.8 trillion annually from their less-informed peers. Unless you have the right foundation in place for big data success, you may... ...Read more

The future of healthcare innovation

Healthcare is a human-centered interaction that requires trust, confidence and connection. As more patient data, algorithms, Artificial Intelligence (AI) and Machine Learning (ML) make their way into the patient... ...Read more

What does it take to be a leader in customer loyalty?

See how we ranked in the 2019 Forrester report on Loyalty Service Providers. From individual programs to holistic brand strategies, PK helps clients build a framework for fostering behavioral... ...Read more

Reinventing the brick-and-mortar experience

It’s been a rough ride for brick-and-mortar retailers. What’s more, a new generation of upstarts has grown in leaps and bounds by using technology to deliver refreshing and rewarding... ...Read more

The end of the unsubscribe

How leading subscription services use digital engagement to keep their customers happy and renewing. Brands jumping into the world of subscription services often make the mistake of funneling a... ...Read more

A new methodology for predicting the ROI of a loyalty program

Introducing the PK Loyalty ROI Simulator When making decisions around re-designing a loyalty program, marketers always want to know the return on investment (ROI) of the new loyalty program.... ...Read more

Predicting hospital readmission using AI

One of the biggest challenges to prevent readmissions is identifying patients who are at risk. To crackdown on hospitals with high readmission rates and to improve patient healthcare, the... ...Read more

The future of consumer loyalty

Even with a superior product, brands that only rely on traditional consumer loyalty programs can lose to competitors who create a superior experience. Empowered by technology, the demands of... ...Read more

Personalization is a data problem

Commerce revolves around personalization data. Customers expect that the brands they know and love, “know” them back. However, you need to collect the right data first—and there is a... ...Read more