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 future of healthcare innovation

Aided by data, algorithms, machine learning and AI, medical professionals will no longer be siloed in their own experience and expertise. Yet the use of AI and other edge... ...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 physical retailers. Brick-and-mortar retail is struggling through massive store closures. What’s more, a new generation of upstarts has grown in leaps and bounds... ...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 loyalty programs can lose to competitors who create a superior experience. Empowered by technology, the demands of the 21st-century... ...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

Account-based marketing ROI research report

Does ABM live up to the hype? Let ROI be the determining factor. There has been an overwhelming amount of hype around Account-Based Marketing (ABM) in the B2B marketing... ...Read more

Hospital Digital Experience Index 2018-2019

The Hospital Digital Experience (HDX) Index is a method for baselining the digital patient experience on hospital websites. It combines publicly observable use data and expert testing to spotlight... ...Read more