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  Webinar Adtech And Martech Enter An Era Of Disruption: When And Where To Invest

  September 17, 2020 | Mary Pilecki, Emily Collins, Sarah Dawson

  Marketers need technologies that enable omnichannel advertising and memorable, moments-based experiences. These advertising and marketing technologies are not new, but industry forces like data...

• Report Advance Your Approach To Customer Loyalty

  Assessment: The Customer Loyalty Playbook

  July 24, 2020 | Emily Collins

  If you're serious about earning and maintaining customer loyalty, you can't treat it as a tactic or a discrete program anymore. Customer loyalty requires strategic alignment, deliberate planning,...

• Report How To Be A Loyalty Company

  Vision: The Customer Loyalty Playbook

  February 28, 2020 | Emily Collins

  B2C marketers are already onboard with the idea that earning customer loyalty requires more than just offering a loyalty program. Yet they struggle to evolve their efforts when faced with the scope...

• Report Use Personalization To Drive Loyalty And Customer Obsession

  January 28, 2020 | Emily Collins

  The personalization imperative for loyalty is clear: Companies that can't meet customer expectations for relevance and value risk losing their customers to brands that can deliver. But it's hard to...

• Report Improve Loyalty Measurement With Behavioral And Emotional Metrics

  Performance Management: The Customer Loyalty Playbook

  October 4, 2019 | Emily Collins

  Earning customer loyalty is critical to business success, and B2C marketers need to be able to measure and demonstrate that loyalty to the business. Marketers predominantly rely on retention...

• Report The Forrester Wave™: Loyalty Service Providers, Q3 2019

  The 14 Providers That Matter Most And How They Stack Up

  July 15, 2019 | Emily Collins

  In our 22-criterion evaluation of loyalty service providers, we identified the 14 most significant ones — Aimia, Ansira, Bond Brand Loyalty, Brierley+Partners, Capgemini, Epsilon, ICF Next, Inte Q,...