https://www.bain.com/<![CDATA[Bain & Company Insights]]>b2372550-ac24-4d7c-b556-2990b5d86d81https://www.bain.com/insights/growing-stronger-not-faster-charles-wong-on-transforming-charles-and-keith-group-for-the-future-video/Bain’s Kanaiya Parekh sits down with Charles Wong, CEO of Charles & Keith Group, to discuss building on the company’s legacy and positioning the business for the next chapter of growth.Wed, 11 Nov 2026 06:00:00 Z<![CDATA[Growing Stronger, Not Faster: Charles Wong on Transforming Charles & Keith Group for the Future]]><![CDATA[By Kanaiya Parekh]]>https://www.bain.com/contentassets/2c92e347eed04506bddbd10d856e914a/c_k-horizontal-still-_1440-x-810_.jpg<![CDATA[multimedia]]><![CDATA[Executives on Transformations]]><![CDATA[Retail]]><![CDATA[Customer Experience, Transformation, Strategy]]><![CDATA[English]]>0d027894-d36f-4301-85f2-45fd74003d29https://www.bain.com/insights/when-your-customer-sends-an-agent/When customers delegate service to AI, companies must decide whether to block, tolerate, or serve the agents at the other end of the line.Tue, 10 Nov 2026 15:00:00 Z<![CDATA[When Your Customer Sends an Agent]]><![CDATA[By Rohit Mangal, Jurre Nitert van Schijndel, Bharat Bansal, Adam Barrowclough, and Corrie Carrigan]]>https://www.bain.com/contentassets/8f18c7269d3e4122b1bceeb388dc1f98/47680-16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Performance Improvement, Customer Experience, Service Operations, Automation, Applied Technology & AI]]><![CDATA[English]]>6fef313a-a3a7-49ea-b7c7-2bf78d40586dhttps://www.bain.com/insights/2026-us-truck-study/A surge in market demand arrives as autonomy takes center stage and Tesla scales its capacity.Mon, 09 Nov 2026 16:00:00 Z<![CDATA[2026 US Truck Study]]><![CDATA[By Bob Brinckman, Joshua Hinkel, and Ryan Morrissey]]>https://www.bain.com/contentassets/39477ff9fd0e4ad8b36f066ac5a395e8/gettyimages-1156528620_16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Advanced Manufacturing & Services, Automotive, Freight & Logistics, Transportation]]><![CDATA[Customer Experience]]><![CDATA[English]]>e51ffc86-93c9-4522-85b6-e5c81b380994https://www.bain.com/insights/key-insights-from-bains-2026-european-truck-market-outlook-webinar/Bain partners Karl Strempel and Phillip Roberts examine how the rules of Europe's truck market are changing, drawing on key findings from our 2026 survey.Tue, 29 Sep 2026 14:00:00 Z<![CDATA[Key Insights from Bain's 2026 European Truck Market Outlook]]><![CDATA[By Karl Strempel and Phillip Roberts]]>https://www.bain.com/contentassets/6a2bf55c24ed43018d13a5486301e8aa/v3-1_46497_webinareuropeantruckmarketoutlook2026_1440x810_recording.png<![CDATA[Webinar]]><![CDATA[Webinar]]><![CDATA[Advanced Manufacturing & Services, Automotive, Transportation, Freight & Logistics]]><![CDATA[Customer Experience]]><![CDATA[English]]>ec23584b-b513-41e1-ae7e-cbd37ccabba8https://www.bain.com/insights/customer-engagement-is-bankings-new-battleground-infographic/Digital challengers built an early engagement lead, but the latest NPS Prism® data shows banks have a real chance to close in.Mon, 21 Sep 2026 04:00:00 Z<![CDATA[Customer Engagement Is Banking’s New Battleground]]><![CDATA[By Eduardo Roma, Joanna Zhou, Matt Michel, and Lloyd Davies]]>https://www.bain.com/contentassets/61268c43a9f34731bc6fcfbbf516cd99/v1-2_45896_customerengagementinbanking_16-9_animated.svg<![CDATA[multimedia]]><![CDATA[Infographic]]><![CDATA[Financial Services, Banking]]><![CDATA[Customer Experience, Applied Technology & AI]]><![CDATA[English]]>2e406630-124f-406a-94c8-cbba616ba722https://www.bain.com/insights/ceo-sessions-Poul-Weihrauch/Tue, 15 Sep 2026 08:00:00 Z<![CDATA[Poul Weihrauch, Mars: Purpose Is Easy Until It’s Tested ]]><![CDATA[By James Allen and Poul Weihrauch]]>https://www.bain.com/contentassets/e62733ed1b38489f841a16523d09c57e/v1-1_fms2_078_tile_ep206_1440x810.png<![CDATA[multimedia]]><![CDATA[Founder's Mentality: The CEO Sessions]]><![CDATA[Consumer Products, Retail]]><![CDATA[Strategy, Transformation, Customer Experience, Leadership & Talent, Applied Technology & AI]]><![CDATA[English]]>527f8edf-9d0c-4412-8202-86fc34a570a1https://www.bain.com/insights/european-truck-market-outlook-2026/Fragile brand loyalty is colliding with electrification and rising Chinese competition.Tue, 08 Sep 2026 12:00:00 Z<![CDATA[European Truck Market Outlook 2026]]><![CDATA[By Karl Strempel, Phillip Roberts, and Eric Zayer]]>https://www.bain.com/contentassets/ce4c6d91b31747c8a3551ad0718add3c/gettyimages-1353883726_16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Advanced Manufacturing & Services, Automotive, Transportation, Freight & Logistics]]><![CDATA[Customer Experience]]><![CDATA[English]]>135e9f50-7e15-49ab-9798-981464237b30https://www.bain.com/insights/ceo-sessions-Lara-Boro/Tue, 01 Sep 2026 08:00:00 Z<![CDATA[Lara Boro, The Economist: AI Won’t Change Who We Are]]><![CDATA[By James Allen and Lara Boro]]>https://www.bain.com/contentassets/d2dfa27cfc4e49cd9cbeaf62118df14d/v1-1_fms2_083_tile_ep205_1440x810.png<![CDATA[multimedia]]><![CDATA[Founder's Mentality: The CEO Sessions]]><![CDATA[Media & Entertainment]]><![CDATA[Strategy, Transformation, Customer Experience, Leadership & Talent, Applied Technology & AI]]><![CDATA[English]]>bb8f4798-ca85-45b1-af4d-ea1cffccde5ahttps://www.bain.com/insights/what-it-takes-to-build-the-ai-native-modern-bank/Developing a bank that produces always-on innovation, simplification, and modernization will create lasting competitive advantage.Wed, 22 Jul 2026 13:00:00 Z<![CDATA[What It Takes to Build the AI-Native Modern Bank]]><![CDATA[By Steven Breeden, Vitor D'Agnoluzzo, Joseph Edwin, and Daria Huang]]>https://www.bain.com/contentassets/5accfbe3b5bc48abb622dc5017b6de95/v1-1_bmb26_103_buildmodernbank_banner_1440x810.png<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services, Banking]]><![CDATA[Applied Technology & AI, People and Organization, Customer Experience, Accelerated Performance Transformation]]><![CDATA[English]]>c577f472-8d1d-45d4-8e7e-e15687a41de6https://www.bain.com/insights/beyond-sales-lift-how-rewards-build-valuable-customers/New research shows how rewards affect customer value creation for consumer-focused brands.Thu, 18 Jun 2026 13:00:00 Z<![CDATA[Beyond Sales Lift: How Rewards Build Valuable Customers]]><![CDATA[By Aaron Cheris, Philip Dowling, Ian Weber, Basma Abdel Motaal, and Peter Volberding]]>https://www.bain.com/contentassets/c1b9b56edd7f41f7aabfa3e96313698b/45512_beyond-lift_1440x810-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Customer Experience, Customer Value Management]]><![CDATA[English]]>4e7ae56f-4188-4bea-ba0a-a70c93916b37https://www.bain.com/insights/how-ai-rewrites-the-rules-of-brand-discoverability-in-banking-brief/AI assistants are shaping customers’ perception and decisions, forcing banks to rethink how their brands and products are discovered, compared, and purchased.Mon, 18 May 2026 05:00:00 Z<![CDATA[How AI Rewrites the Rules of Brand Discoverability in Banking]]><![CDATA[By Katrina Cuthell, Megan Waller, and Georgina de Rocquigny]]>https://www.bain.com/contentassets/c2ee58694d314e2cbf218ba656c6b464/44306-gettyimages-1161372688-16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services, Banking]]><![CDATA[Customer Experience, Applied Technology & AI, Sales and Marketing]]><![CDATA[English]]>9486b399-ff71-4b38-8f9d-6f8f84637893https://www.bain.com/insights/synthetic-customers-earn-their-stripes/AI-generated buyers are already shaping real product and marketing decisions.Mon, 04 May 2026 04:00:00 Z<![CDATA[Synthetic Customers Earn Their Stripes]]><![CDATA[By Andy Pierce, Laura Beaudin, Nitin Gupta, Vinoth Rajasekar, Colleen Lin, Basma Abdel Motaal, and Hamish Nairn]]>https://www.bain.com/contentassets/5ece2bf1def24f5299544a7619e89f13/synthetic_1440x810-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Consumer Products, Banking]]><![CDATA[Customer Experience, Sales and Marketing, Go-to-Market Strategy]]><![CDATA[English]]>a6f26b61-e2aa-48d3-866d-e01b757b4809https://www.bain.com/insights/when-ai-optimizes-the-wrong-thing/Faster automated service, lower costs, and a quiet erosion of customer value hiding in plain sight.Mon, 30 Mar 2026 14:00:00 Z<![CDATA[When AI Optimizes the Wrong Thing]]><![CDATA[By Rob Markey, Phil Sager, and Cassy Reichert]]>https://www.bain.com/contentassets/1fac097121c5499bbc33c706a7e2f994/gettyimages-2207236279_16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Customer Experience, Applied Technology & AI]]><![CDATA[English]]>d51e8e10-08d2-4cc1-b892-0a1cb01ee1d0https://www.bain.com/insights/when-people-never-see-your-app-designing-brands-for-the-agentic-economy/How brands can thrive—and grow—in the age of AI agents.Wed, 04 Mar 2026 17:00:00 Z<![CDATA[When People Never See Your App: Designing Brands for the Agentic Economy]]><![CDATA[By Merritt Robinson, Andy Pierce, Holger Kömm, Eric Sheng, and Nikolaus Zacher]]>https://www.bain.com/contentassets/9b2ad5945fab4ba9b5a71e61715625bd/41920-gettyimages-1369632558-16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Applied Technology & AI, Customer Experience]]><![CDATA[English]]>72134374-c1b5-490f-82d8-0d9cac1d3652https://www.bain.com/insights/is-your-telco-winning-the-race-to-autonomous-networks/Cross-industry benchmarking provides a reality check on where autonomy is working, where it’s stuck, and what it takes to pull ahead.Thu, 19 Feb 2026 12:00:00 Z<![CDATA[Is Your Telco Winning the Race to Autonomous Networks?]]><![CDATA[By John I. C. Gomes, Alex Bhak, and Aaron Boasman-Patel]]>https://www.bain.com/contentassets/c1183b9883d94f8cb54747c912cc3d9e/43233-16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Telecommunications, Technology]]><![CDATA[English]]>14ed2864-46ae-4605-8bcb-3a6e8b68348fhttps://www.bain.com/insights/ceo-sessions-Pedro-Arnt/Tue, 10 Feb 2026 09:00:00 Z<![CDATA[Stay Relevant, Spark Energy: Pedro Arnt, CEO dLocal ]]><![CDATA[By James Allen, Pedro Arnt, and Anne Wright]]>https://www.bain.com/contentassets/dcfca203c3b54dc682c6091217fd134f/v2-3_foundersmentality_eptile_ep9_1440x810.png<![CDATA[multimedia]]><![CDATA[Founder's Mentality: The CEO Sessions]]><![CDATA[Financial Services, Software, Retail]]><![CDATA[Customer Experience, People and Organization]]><![CDATA[English]]>700deb88-265c-4139-944d-558e3532078fhttps://www.bain.com/insights/to-make-money-follow-the-money-paper-and-packaging-report-2026/Unlock the value in commercial excellence with three key steps to get ahead in paper and packaging.Thu, 08 Jan 2026 13:00:00 Z<![CDATA[To Make Money, Follow the Money]]><![CDATA[By Eliza Kennedy, Elena Tegnér Recio, and Stephanie Yee]]>https://www.bain.com/contentassets/f1a21e09e8f74ddbab56f11596b7d6de/commercialexcellenceinpaperandpackaging-1440x810.jpg<![CDATA[brief]]><![CDATA[Paper & Packaging Report]]><![CDATA[Advanced Manufacturing & Services, Paper & Packaging]]><![CDATA[Customer Experience, Sales and Marketing, Pricing]]><![CDATA[English]]>95a9f72d-3d0a-48b1-b13a-8b4e93ca8403https://www.bain.com/insights/weight-loss-drug-users-spend-less-on-groceries-fast-food-snap-chart/GLP-1 drugs result in notable drops in food spending. By 2030, as many as one in four Americans may have tried them.Tue, 06 Jan 2026 14:00:00 Z<![CDATA[Weight-Loss Drug Users Spend Less on Groceries, Fast Food]]><![CDATA[By Emily Miller, Sarah Hershey, Kirk Willmarth, and Dan Topler-Garcia]]>https://www.bain.com/contentassets/76b3a11e50b14f9e83262bfe6233f390/v1_42929_glp-1research_16.9_promo.jpg<![CDATA[multimedia]]><![CDATA[Snap Chart]]><![CDATA[Private Equity, Consumer Products, Healthcare & Life Sciences, Retail, Restaurants]]><![CDATA[Customer Experience]]><![CDATA[English]]>b58fc3f7-202a-48fe-bcd0-44aa7c24b86ahttps://www.bain.com/insights/ceo-sessions-Sunny-Verghese/Tue, 02 Dec 2025 09:00:00 Z<![CDATA[Pursue Repeatable Models: Sunny Verghese, CEO & Co-Founder, Olam ]]><![CDATA[By James Allen, Sunny Verghese, and Tabu Osusa ]]>https://www.bain.com/contentassets/c16fe19d9f1c4e518ebcb189c2d6407d/v9-2_foundersmentality_eptile_ep5_1440x810.jpg<![CDATA[multimedia]]><![CDATA[Founder's Mentality: The CEO Sessions]]><![CDATA[Retail]]><![CDATA[People and Organization, Customer Experience]]><![CDATA[English]]>1a4fc228-38ff-499b-bf90-acd4ae34fdd9https://www.bain.com/insights/how-agentic-ai-is-transforming-customer-experiences/Beyond efficiency, AI helps create a more personalized experience that delivers a triple play of customer loyalty, employee engagement, and revenue growth.Mon, 10 Nov 2025 05:00:00 Z<![CDATA[How Agentic AI Is Transforming Customer Experiences]]><![CDATA[By Richard Hatherall, Priscilla Dell'Orto, Eduardo Roma, and Maureen Burns]]>https://www.bain.com/contentassets/a1c0af9d1ef94f3ab632f6cb5a6f66b8/41338_ai-wont-just-cut-costs_1440x810-16_9-.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services, Banking, Insurance, Aviation]]><![CDATA[Customer Experience, Applied Technology & AI, Accelerated Performance Transformation]]><![CDATA[English]]>f80816a5-acaf-4b57-8558-20ad929ec42fhttps://www.bain.com/insights/the-customer-loyalty-metrics-that-matter-most-for-b2b-companies-snap-chart/Mining customers’ perceptions of the brand, account relationships, and joint projects inform the best next actions to foster loyalty and long-term growth.Wed, 05 Nov 2025 05:00:00 Z<![CDATA[The Customer Loyalty Metrics That Matter Most for B2B Companies]]><![CDATA[By Laurens-Jan Olsthoorn]]>https://www.bain.com/contentassets/33f317851c07400c880ba8ab8cd856d9/41820_customerloyalty_1440x810-16_9.jpg<![CDATA[multimedia]]><![CDATA[Snap Chart]]><![CDATA[Technology]]><![CDATA[Customer Experience, Sales and Marketing, Go-to-Market Strategy]]><![CDATA[English]]>30560686-eef1-45db-9386-9fa815769799https://www.bain.com/insights/utilities-can-power-growth-through-a-better-customer-experience/Top performers turn everyday interactions into loyalty, lower costs, greater revenue streams, and stronger reputations.Tue, 04 Nov 2025 14:00:00 Z<![CDATA[Utilities Can Power Growth Through a Better Customer Experience ]]><![CDATA[By Chris Jarrett, Jonas Hahn-Petersen, Angie Han, Phil Sager, and Scott Beymer]]>https://www.bain.com/contentassets/dc2c9bdc6cfa44f8ac47db0514d9e566/gettyimages-1370116732_16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Energy & Natural Resources, Utilities & Renewables]]><![CDATA[Customer Experience]]><![CDATA[English]]>53f8d1d7-3fc7-42d0-954d-825aec2a5c73https://www.bain.com/insights/what-should-retailers-do-about-ai-shoppers-hbr/Agent-to-agent commerce is here, and the brands that shape it early can determine the future of shopping.Mon, 27 Oct 2025 04:00:00 Z<![CDATA[What Should Retailers Do About AI Shoppers?]]><![CDATA[By Mikey Vu, Maureen Burns, and Aaron Cheris]]>/globalassets/insights/trade-and-top-tier-logo-tiles/hbr-1440x810.jpg<![CDATA[article]]><![CDATA[HBR.org]]><![CDATA[Retail, Aviation]]><![CDATA[Customer Experience, Applied Technology & AI]]><![CDATA[English]]>5dc19ae5-e0a3-4aed-887a-1f1d6da1797ehttps://www.bain.com/insights/ceo-sessions-christina-zhu/Tue, 21 Oct 2025 08:00:00 Z<![CDATA[Create Joyful Routines: Christina Zhu, President & CEO, Walmart China ]]><![CDATA[By James Allen and Christina Zhu]]>https://www.bain.com/contentassets/698b52e8269c4da392e9a2c5548e948d/v5-1_foundersmentality_eptile_1440x810_ep2.png<![CDATA[multimedia]]><![CDATA[Founder's Mentality: The CEO Sessions]]><![CDATA[Retail]]><![CDATA[Customer Experience, People and Organization]]><![CDATA[English]]>b59bdff5-0ca3-4b9a-99ff-39533215c0dfhttps://www.bain.com/insights/ceo-sessions-Don-Katz/Tue, 21 Oct 2025 08:00:00 Z<![CDATA[Manage Complexity by Returning to the Why: Don Katz, Founder, Audible ]]><![CDATA[By James Allen, Don Katz, and Elliot Wenman]]>https://www.bain.com/contentassets/7533af59ce164057937bb5eb22700013/v6-4_foundersmentality_eptile_1440x810_ep3.png<![CDATA[multimedia]]><![CDATA[Founder's Mentality: The CEO Sessions]]><![CDATA[Retail]]><![CDATA[Customer Experience, People and Organization]]><![CDATA[English]]>2df851a6-490b-4dc9-9ae9-9a4a4df49cf0https://www.bain.com/insights/ceo-sessions-aaron-powell/In this inaugural podcast episode, Bain's Jimmy Allen sits down with Pizza Hut CEO Aaron Powell to discuss the importance of celebrating your product and your people. Tue, 07 Oct 2025 08:00:00 Z<![CDATA[Fall Back in Love with Your Product: Aaron Powell, CEO, Pizza Hut]]><![CDATA[By James Allen and Aaron Powell]]>https://www.bain.com/contentassets/7e25596e621a43c0a5a4162dc8a72375/v5-1_foundersmentality_eptile_1440x810_ep1.png<![CDATA[multimedia]]><![CDATA[Founder's Mentality: The CEO Sessions]]><![CDATA[Retail, Restaurants]]><![CDATA[Customer Experience, People and Organization]]><![CDATA[English]]>ecb1e668-857e-4f84-8c81-bfd6ff143987https://www.bain.com/insights/when-bots-say-no-customers-dont-let-go/For complex service episodes, a machine’s answer often feels hollow. To earn trust and loyalty, companies need human agents in the loop—backed by AI.Thu, 25 Sep 2025 13:00:00 Z<![CDATA[When Bots Say No, Customers Don’t Let Go]]><![CDATA[By Richard Lichtenstein and Jason Barro]]>https://www.bain.com/contentassets/c47bac9c910a4f72b91a2f07ba156bf6/digital-customer-journeys_16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services, Aviation, Utilities & Renewables]]><![CDATA[Customer Experience]]><![CDATA[English]]>8c5327da-5df2-4d73-8927-144c709ca300https://www.bain.com/insights/whats-still-stopping-consumers-from-living-sustainably-ceo-sustainability-guide-2025/Overloaded consumers want to act sustainably, but underwhelming solutions leave them wishing for better choices.Mon, 15 Sep 2025 15:00:00 Z<![CDATA[What’s Still Stopping Consumers from Living Sustainably?]]><![CDATA[By Leah Johns, John Blasberg, Harry Morrison, and Yang Liu]]>https://www.bain.com/contentassets/636e234f6b2949eb8c595d054ee1244f/38921_b2c_1440x810.jpg<![CDATA[brief]]><![CDATA[The Visionary CEO’s Guide to Sustainability]]><![CDATA[Consumer Products, Retail]]><![CDATA[Customer Experience, Sustainability]]><![CDATA[English]]>ab28da29-9700-46dd-9d3e-0aa936679b9chttps://www.bain.com/insights/how-sustainability-is-creating-b2b-growth-ceo-sustainability-guide-2025/Our survey of B2B buyers and sellers finds growth leaders using sustainability to create commercial value while laggards focus on compliance.Mon, 15 Sep 2025 14:00:00 Z<![CDATA[How Sustainability Is Creating B2B Growth]]><![CDATA[By Torsten Lichtenau, Yelena Ageyeva-Furman, Mattias C. Karlsson, Emily Kasavana, David Schottland, and Jan Budde]]>https://www.bain.com/contentassets/8c6edb6349794e57bc3af4f7bc6e900d/38922_b2b_1440x810.jpg<![CDATA[brief]]><![CDATA[The Visionary CEO’s Guide to Sustainability]]><![CDATA[Energy & Natural Resources, Advanced Manufacturing & Services, Automotive, Machinery & Equipment, Metals, Paper & Packaging, Chemicals, Construction & Infrastructure]]><![CDATA[Customer Experience, Sustainability]]><![CDATA[English]]>f98281a0-5bae-434a-bcb7-2ed6b67bcdeahttps://www.bain.com/insights/human-insights-at-speed-with-ai-innovation-report-2025/Input from customers is the cornerstone of innovation. AI is accelerating and expanding how it is gathered and applied.Tue, 09 Sep 2025 13:00:00 Z<![CDATA[Human Insights at Speed, with AI]]><![CDATA[By Marissa Dent, Jon van der Veen, Joachim Allerup, Michael Egan, Daniel Sobol, Lesley Butler, and Eva Savioz]]>https://www.bain.com/contentassets/c7295c411a7a4cbaa5398aaa24a2e44a/03_1440x810.png<![CDATA[brief]]><![CDATA[Innovation Report]]><![CDATA[Strategy, Transformation, Innovation & Business Building, Customer Experience Leadership]]><![CDATA[English]]>c3469d3f-8279-489a-ad2d-039f818c479ahttps://www.bain.com/insights/what-it-takes-to-deliver-a-great-customer-experience-infographic/Beyond customer surveys, companies should benchmark their capabilities and execution against best-in-class competitors.Mon, 18 Aug 2025 04:00:00 Z<![CDATA[What It Takes to Deliver a Great Customer Experience]]><![CDATA[By Paul Smith, Phil Sager, Erin Wallace, and Kirstin Simons]]>https://www.bain.com/contentassets/d93dfe8762234b299db41ddc83eba8e1/v1-1_cx-benchmarking_promo_1440x810.png<![CDATA[multimedia]]><![CDATA[Infographic]]><![CDATA[Customer Experience]]><![CDATA[English]]>966d7ed8-5522-4cfe-b958-564e3b4cea72https://www.bain.com/insights/pharma-commercialization-in-the-age-of-ai-and-active-patients/Healthcare provider and patient engagement are evolving fast. Success depends on a future-ready commercial model.Tue, 15 Jul 2025 16:00:00 Z<![CDATA[Pharma Commercialization in the Age of AI and Active Patients ]]><![CDATA[By Casey Carey, Giorgio Ortolani , and Chase Thomas]]>https://www.bain.com/contentassets/869872115f96411f9af6fe4f0cf88fa1/gettyimages-1204472581_16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Healthcare & Life Sciences, Pharmaceuticals, Healthcare Providers and Services]]><![CDATA[Customer Experience, Customer Episode Design, Applied Technology & AI]]><![CDATA[English]]>ef1b776c-668b-49da-82ee-f08b63c0a1e5https://www.bain.com/insights/agentic-ai-commerce-hinges-on-consumer-trust/Security, privacy, and institutional trust are the battlegrounds for AI-led payments. Tue, 01 Jul 2025 14:00:00 Z<![CDATA[Agentic AI Commerce Hinges on Consumer Trust]]><![CDATA[By Roger Zhu and Mikaela Boyd]]>https://www.bain.com/contentassets/63ad25b27d284b80a042da0672f59303/39072-gettyimages-1363267286-16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services, Payments, Retail]]><![CDATA[Customer Experience, Sales and Marketing, Applied Technology & AI]]><![CDATA[English]]>db9cd682-7c98-4213-b87f-a575a11792dfhttps://www.bain.com/insights/how-synthetic-customers-bring-companies-closer-to-the-real-ones/From product design to campaign testing, companies are using synthetic customers to get sharper answers faster.Mon, 16 Jun 2025 21:00:00 Z<![CDATA[How Synthetic Customers Bring Companies Closer to the Real Ones ]]><![CDATA[By Andy Pierce, Louise Keely, Todd Papaioannou, Richard Lichtenstein, Basma Abdel Motaal, and Colleen Lin]]>https://www.bain.com/contentassets/e71cc6e74b6d4da9953b7774dfed43a9/gettyimages-2190964583_16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Customer Experience]]><![CDATA[English]]>958608dd-c5f6-4cc5-b2c3-a505e7b276dehttps://www.bain.com/insights/how-banks-can-tease-out-the-loyalty-metrics-that-matter/Measuring performance on the key episodes for a bank’s customers allows the bank to focus on investments that will improve loyalty—and its economics.Fri, 02 May 2025 04:00:00 Z<![CDATA[How Banks Can Tease Out the Loyalty Metrics That Matter]]><![CDATA[By João Soares, Anna Krementz, and Maureen Burns]]>https://www.bain.com/contentassets/3d7610f5425b4594abf14a1d2f4398fb/38050-banks-can-tease-1440x810-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services, Banking]]><![CDATA[Customer Experience, Net Promoter System®]]><![CDATA[English]]>546773cd-ebed-4547-9082-3357efeddae1https://www.bain.com/insights/customers-want-relationships-not-just-easy-experiences/Five notable trends are shaping the future of CX.Wed, 23 Apr 2025 19:00:00 Z<![CDATA[Customers Want Relationships, Not Just Easy Experiences]]><![CDATA[By Rob Markey, Phil Sager, Cassy Reichert, Eduardo Roma, Joanna Zhou, and Sophia Rodawig]]>https://www.bain.com/contentassets/61597f901dc64ab2bbbc1d0f361272c5/38959-gettyimages-2197910262-16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Customer Experience, Customer Experience Leadership]]><![CDATA[English]]>04edb4d2-e63b-49c3-8548-51df13420d7ahttps://www.bain.com/insights/marketings-new-middleman-ai-agents/From discovery to decision, large language models are starting to gatekeep the marketing funnel, so brand stewards must learn to speak their language.Mon, 14 Apr 2025 04:00:00 Z<![CDATA[Marketing’s New Middleman: AI Agents]]><![CDATA[By Natasha Sommerfeld, Rishi Dave, and Daniel Webster-Clark]]>https://www.bain.com/contentassets/4b98b43f6f9349cbb87159468af45d20/38485a-marketings-new-middleman_1440x810-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Customer Experience, Sales and Marketing, Applied Technology & AI]]><![CDATA[English]]>0407f277-f0e4-4205-822d-81cf714d9930https://www.bain.com/insights/customers-prefer-digital-banks-basic-accounts-snap-chart/To strengthen loyalty, traditional banks can modernize their legacy technology and center the account experience around users’ priorities.Tue, 08 Apr 2025 13:00:00 Z<![CDATA[Customers Prefer Digital Banks’ Basic Accounts]]><![CDATA[By Alessandro Magarini Montenero, Anna Krementz, Maureen Burns, and Eduardo Roma]]>https://www.bain.com/contentassets/88dde3d395a14c08ada2bee818a5bccb/01fig-36662_digitalbanksbasicaccounts_16.9_promo.png<![CDATA[multimedia]]><![CDATA[Snap Chart]]><![CDATA[Financial Services, Banking]]><![CDATA[Customer Experience, Net Promoter System®]]><![CDATA[English]]>9dd53940-fd01-4ec9-a835-dd8fc39c5680https://www.bain.com/insights/transforming-customer-experience-with-ai-a-guide-to-sustainable-growth-webinar/Bain partners unveil a three-part playbook to transform customer experience and drive sustainable growth.Wed, 02 Apr 2025 04:00:00 Z<![CDATA[Transforming Customer Experience with AI: A Guide to Sustainable Growth]]><![CDATA[By Eduardo Roma, Rob Markey, and Phil Sager]]>https://www.bain.com/contentassets/28478313731d412a94ff957d98cf3c42/v2_qualtricsx4_webinar_thumbnail_1440x810.png<![CDATA[Webinar]]><![CDATA[Webinar]]><![CDATA[Customer Experience]]><![CDATA[English]]>1693338a-2503-4f7a-89f5-3ebd7a256700https://www.bain.com/insights/can-us-banks-protect-their-card-issuing-business/Consumer payments have been gravitating to neobanks and technology firms.Tue, 04 Mar 2025 14:00:00 Z<![CDATA[Can US Banks Protect Their Card-Issuing Business? ]]><![CDATA[By Antonio Cerqueiro, Erin McCune, Tevia Segovia, Joe Fielding, and Philipp Grimmig]]>https://www.bain.com/contentassets/eeb161e652934379a3f76daa3cf92bd0/gettyimages-1424692527_16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services, Fintech, Payments, Banking]]><![CDATA[Customer Experience, Net Promoter System®]]><![CDATA[English]]>321b6e23-63f4-4ec2-a635-e83601965e44https://www.bain.com/insights/generative-ai-potential-to-improve-customer-experience/Bain's research identifies five design principles for deploying generative AI in the customer journey.Wed, 13 Nov 2024 14:00:00 Z<![CDATA[Generative AI’s Potential to Improve Customer Experience]]><![CDATA[By Merritt Robinson, Mikey Vu, Arpan Sheth, Andre Tanaka, and Colleen Lin]]>https://www.bain.com/contentassets/3cb6a28b34a64d58885af8c527036ac5/25305_aipotential_1440x810-16_9-.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Retail]]><![CDATA[Innovation & Design, Applied Technology & AI]]><![CDATA[English]]>9ffeb09e-0c6d-4f82-93b8-cd1936278c12https://www.bain.com/insights/banks-clunky-digital-tools-alienate-many-small-firms-snap-chart/Small and medium-sized businesses want digital channels that are easy to access and use. Will banks step up?Fri, 08 Nov 2024 14:00:00 Z<![CDATA[Banks’ Clunky Digital Tools Alienate Many Small Firms]]><![CDATA[By Joe Fielding and Manfredi de'Mozzi]]>https://www.bain.com/contentassets/51f31751fb864c98889499300e13c15a/27334_banksclunkydigitaltools_snapchart_snap_16.9_promo.png<![CDATA[multimedia]]><![CDATA[Snap Chart]]><![CDATA[Financial Services, Banking]]><![CDATA[Customer Experience]]><![CDATA[English]]>8544d618-a16d-4793-aaf0-83b6358e793dhttps://www.bain.com/insights/revitalizing-joy-to-remain-relevant-video/Aaron Powell, CEO of Pizza Hut, discusses how innovation is motivated by purpose and going back to the basics.Fri, 25 Oct 2024 18:30:00 Z<![CDATA[Revitalizing Joy to Remain Relevant]]><![CDATA[By James Allen]]>https://www.bain.com/contentassets/ff20f3363c3943efa3845ef9fb50fb0f/video-thumbnail_1440x810_pizzahut.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Retail, Restaurants]]><![CDATA[Strategy, Customer Experience]]><![CDATA[English]]>eb233d61-b99d-48a2-adc4-d8735e8e94afhttps://www.bain.com/insights/its-a-love-story-the-power-of-patient-and-employee-experiences-in-healthcare/The US healthcare system is falling short on patient and clinician experiences. Fostering a culture of love can spur a virtuous cycle that benefits everyone.Fri, 25 Oct 2024 13:00:00 Z<![CDATA[It’s a Love Story: The Power of Patient and Employee Experiences in Healthcare]]><![CDATA[By Adrienne Boissy, MD, MA and Erin Morrissette, MD]]>https://www.bain.com/contentassets/ad30daa50b95417c9e039e694fe3c044/23423-gettyimages-108112936-16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Healthcare & Life Sciences]]><![CDATA[Customer Experience, Net Promoter System®]]><![CDATA[English]]>e88fe4a3-1f1d-40cb-844f-b2e296cfeb9ehttps://www.bain.com/insights/companies-that-earn-customers-loyalty-outperform-with-investors-snap-chart/Net Promoter Score℠ leaders in the US excel in shareholder return as well as revenue and operating income growth.Fri, 18 Oct 2024 17:00:00 Z<![CDATA[Companies That Earn Customers’ Loyalty Outperform With Investors]]><![CDATA[By Joanna Zhou, Richard Hatherall, Phil Sager, Daniel Möllerhenn, and Anna Krementz]]>https://www.bain.com/contentassets/97421747b8714c5faa866c344e5f5f50/v1-33310-companiesthatearnloyalty-16.9_promo.jpg<![CDATA[multimedia]]><![CDATA[Snap Chart]]><![CDATA[English]]>e552928c-f575-4015-9aec-633be573c3cehttps://www.bain.com/insights/five-functions-where-ai-is-already-delivering-tech-report-2024/Spurred on by early success, companies of all sizes are increasing their spending on generative AI.Wed, 25 Sep 2024 04:11:00 Z<![CDATA[Five Functions Where AI Is Already Delivering]]><![CDATA[By David Crawford, Jue Wang, and John Kanan]]>https://www.bain.com/contentassets/2bb4d980d9a9419abfd69e37eeb7bb33/27367-aienterpriseadoption-1440x810.jpg<![CDATA[brief]]><![CDATA[Technology Report]]><![CDATA[Technology, Telecommunications, Software, Higher Education]]><![CDATA[Sales and Marketing, Customer Experience, Accelerated Performance Transformation, Applied Technology & AI, Transformation]]><![CDATA[English]]>2397c3b1-203a-4be1-baea-a62143ae0cddhttps://www.bain.com/insights/thriving-as-the-software-cycle-slows-tech-report-2024/After a period of strong investment, software vendors can reset with a disciplined portfolio strategy.Wed, 25 Sep 2024 04:07:00 Z<![CDATA[Thriving as the Software Cycle Slows]]><![CDATA[By Simon Heap, Greg Fiore, Greg Callahan, Dan Levy, and Jay Bhatnagar]]>https://www.bain.com/contentassets/4640e81650c24925b05ca797de34763d/25928-software-1440x810.jpg<![CDATA[brief]]><![CDATA[Technology Report]]><![CDATA[Technology, Software]]><![CDATA[Customer Experience, Sales and Marketing, People and Organization]]><![CDATA[English]]>fb5d88cd-5241-4d7d-90cb-7afb0e3fb49ahttps://www.bain.com/insights/why-software-companies-customer-success-is-failing-tech-report-2024/Spending on customer success is up, but customer retention is down. Post-sales teams must evolve.Wed, 25 Sep 2024 04:03:00 Z<![CDATA[Why Software Companies’ Customer Success Is Failing ]]><![CDATA[By Matt Eldridge, Greg Fiore, Simon Heap, and Kenzie Haygood]]>https://www.bain.com/contentassets/852ba4a0bbb643638fa2f1456b072b76/27369-postsalesgotomarket-1440x810.jpg<![CDATA[brief]]><![CDATA[Technology Report]]><![CDATA[Technology, Software]]><![CDATA[Customer Experience]]><![CDATA[English]]>c2e917f8-a269-4901-8da6-f89c4262c0f9https://www.bain.com/insights/why-loyalty-programs-fail-hbr/And how to fix them.Fri, 13 Sep 2024 04:00:00 Z<![CDATA[Why Loyalty Programs Fail]]><![CDATA[By Maureen Burns, Andy Pierce, and Basma Abdel Motaal]]>/globalassets/insights/trade-and-top-tier-logo-tiles/hbr-1440x810.jpg<![CDATA[article]]><![CDATA[Harvard Business Review]]><![CDATA[Financial Services, Payments]]><![CDATA[English]]>81a3f151-d66f-4863-a5ea-e84d2f0feccdhttps://www.bain.com/insights/what-do-consumers-really-want-ceo-sustainability-guide-2024/How businesses can unlock the challenge of helping consumers live sustainably.Mon, 09 Sep 2024 04:08:00 Z<![CDATA[The Sustainability Puzzle: What Do Consumers Really Want?]]><![CDATA[By John Blasberg, Jean-Charles van den Branden, Harry Morrison, David Zehner, and Leah Johns]]>https://www.bain.com/contentassets/5576e742d8084237845d31ba5f8ecb46/25769_b2c_1920x1080.jpg<![CDATA[brief]]><![CDATA[The Visionary CEO’s Guide to Sustainability]]><![CDATA[Consumer Products, Retail]]><![CDATA[Sustainability, Customer Experience]]><![CDATA[English]]>b901b928-9d13-470f-be73-8e2d47e2b00chttps://www.bain.com/insights/how-to-master-art-of-selling-ceo-sustainability-guide-2024/Our survey of 500 B2B buyers and sellers shows a widening chasm on sustainability. A new industrial sales model is needed to close this buy-sell gap. Mon, 09 Sep 2024 04:07:00 Z<![CDATA[How to Master the Art of Selling Sustainability]]><![CDATA[By Torsten Lichtenau, Jamie Cleghorn, Xavier Houot, Mattias C. Karlsson, Yelena Ageyeva-Furman, and Jan Budde]]>https://www.bain.com/contentassets/8569389cfdeb41a98c218a8969afccdd/25768_b2b_1920x1080.jpg<![CDATA[brief]]><![CDATA[The Visionary CEO’s Guide to Sustainability]]><![CDATA[Advanced Manufacturing & Services, Energy & Natural Resources, Chemicals]]><![CDATA[Sustainability, Customer Experience, Procurement, Supply Chain]]><![CDATA[English]]>fb1bb48f-61e9-4f5c-a50b-ad13e6617564https://www.bain.com/insights/seven-reasons-theres-a-b2b-buy-sell-gap-on-sustainability-infographic-ceo-sustainability-guide-2024/Why is the chasm growing between buyers and sellers? Our survey of 500 companies across industries and countries offers some clues.Mon, 09 Sep 2024 04:00:00 Z<![CDATA[Seven Reasons There’s a B2B Buy-Sell Gap on Sustainability]]><![CDATA[By Torsten Lichtenau and Jamie Cleghorn]]>https://www.bain.com/contentassets/35a75fbb406545048a60f1fd8adb3d18/v2-1_sustainabilityguide_sevenreasons-infographic_16.9_promo.png<![CDATA[multimedia]]><![CDATA[Infographic]]><![CDATA[Advanced Manufacturing & Services, Chemicals]]><![CDATA[Sustainability, Customer Experience]]><![CDATA[English]]>921b8a92-3232-42ae-958e-767f1ae9de67https://www.bain.com/insights/ten-takeaways-from-our-2024-sustainability-survey-of-consumers-infographic-ceo-sustainability-guide-2024/We asked nearly 19,000 consumers globally about their efforts to live a sustainable lifestyle. Here’s what’s changed—and what hasn’t—since last year.Mon, 09 Sep 2024 04:00:00 Z<![CDATA[Ten Takeaways from Our 2024 Sustainability Survey of Consumers]]><![CDATA[By John Blasberg, Jean-Charles van den Branden, Harry Morrison, David Zehner, and Leah Johns]]>https://www.bain.com/contentassets/35c581d588034ec0995f70443ddb0173/v2-1_sustainabilityguide_topten-infographic_16.9_promo.png<![CDATA[multimedia]]><![CDATA[Infographic]]><![CDATA[Consumer Products, Retail]]><![CDATA[Sustainability, Customer Experience]]><![CDATA[English]]>fde554d4-7637-4911-9a5a-49a4a6225cf2https://www.bain.com/insights/inside-bains-2024-asia-pacific-front-line-of-healthcare-report-webinar/Bain Partners Vikram Kapur and Alex Boulton share key insights from our latest Asia-Pacific Front Line of Healthcare Report.Wed, 24 Apr 2024 04:00:00 Z<![CDATA[Inside Bain's 2024 Asia-Pacific Front Line of Healthcare Report]]><![CDATA[By Vikram Kapur and Alex Boulton]]>https://www.bain.com/contentassets/7cedb53998c3492aabd2b601c22b7fca/v2_apacfrontlineofhealthcarewebinar_1440x810px-3.png<![CDATA[Webinar]]><![CDATA[Webinar]]><![CDATA[Healthcare & Life Sciences, Healthcare Payers, Healthcare Providers and Services]]><![CDATA[Customer Experience]]><![CDATA[English]]>827863a8-066c-4096-85d4-9ec6c001978ahttps://www.bain.com/insights/after-years-of-customer-loyalty-programs-in-insurance-what-is-next/Based on Bain’s 10 years of research, five themes describe the progress and challenges of earning customers’ advocacy in an increasingly digital experience.Fri, 12 Apr 2024 04:00:00 Z<![CDATA[After Years of Customer Loyalty Programs in Insurance, What Works, and What’s Next?]]><![CDATA[By Henrik Naujoks, Sean O'Neill, Andrew Schwedel, Phil Sager, Tanja Brettel, and Jason Barro]]>https://www.bain.com/contentassets/fd98f6b666134604a08c82b38d751e38/24073-loyatyininsurance-1440x810-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services, Insurance]]><![CDATA[Customer Experience, Strategy, Sales and Marketing, Applied Technology & AI]]><![CDATA[English]]>31bdd6e3-7cb6-4490-800d-3fdf825815fahttps://www.bain.com/insights/its-for-real-generative-ai-takes-hold-in-insurance-distribution/The technology will augment insurance agents’ capabilities and help customers self-serve for simpler transactions. Mon, 01 Apr 2024 13:00:00 Z<![CDATA[It’s for Real: Generative AI Takes Hold in Insurance Distribution]]><![CDATA[By Sean O'Neill, Rebecca Stephens-Wells, Bhavi Mehta, and Harshveer Singh]]>https://www.bain.com/contentassets/5224d298e347432f897fba389965aef8/gettyimages-1833006221_16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services, Insurance]]><![CDATA[Customer Experience, Sales and Marketing, Applied Technology & AI]]><![CDATA[English]]>cd768ecc-27fb-4a5b-80c0-22cd49604c62https://www.bain.com/insights/the-state-of-unified-commerce-a-bain-and-aptos-study/Retail execs say it’s important to have a single view of customers across channels, but only about half believe they have the right investment strategy to deliver.Wed, 15 Nov 2023 13:00:00 Z<![CDATA[The State of Unified Commerce: A Bain and Aptos Study]]><![CDATA[By Bala Parameshwaran, Simon Mulvey, Nic Di Venuto, Nikki Baird, and Mike Hughes]]>https://www.bain.com/contentassets/40397e244e0e4165bfb0cd071f299bf8/gettyimages-1125572346-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Retail]]><![CDATA[Customer Experience, Applied Technology & AI]]><![CDATA[English]]>97cb8010-5913-4db1-b488-4f0273e93824https://www.bain.com/insights/selling-sustainability-means-decoding-consumers-ceo-sustainability-guide-2023/We asked more than 23,000 global consumers what they really want. What we found will surprise you.Mon, 13 Nov 2023 05:00:00 Z<![CDATA[Selling Sustainability Means Decoding Consumers]]><![CDATA[By François Faelli, John Blasberg, Leah Johns, and Zara Lightowler]]>https://www.bain.com/contentassets/ec71889da248412f9af41d20a25d0720/ch2_19980_consumer-behavior_1440x810_further.jpg<![CDATA[brief]]><![CDATA[The Visionary CEO’s Guide to Sustainability]]><![CDATA[Consumer Products, Retail]]><![CDATA[Sustainability, Strategy, Sales and Marketing, Customer Experience, Brand Strategy]]><![CDATA[English]]>1bdbbbd2-1b19-40ba-aaae-56e9e0d5ca5ahttps://www.bain.com/insights/in-retail-generative-ai-favors-early-movers-who-focus-on-personalization-infographic/The learning curve is steep, but thoughtful, fast-moving retailers will set new standards for consumer experiences and create an advantage.Mon, 02 Oct 2023 04:00:00 Z<![CDATA[In Retail, Generative AI Favors Early Movers Who Focus on Personalization ]]><![CDATA[By Shweta Bhardwaj, Arthur von Eschen, Nikolaus Zacher, and Mikey Vu]]>https://www.bain.com/contentassets/9bd3504784ba4d258d73a6842c509626/gen-ai-infographic_16x9.jpg<![CDATA[multimedia]]><![CDATA[Infographic]]><![CDATA[Retail]]><![CDATA[Sales and Marketing, Customer Experience, Applied Technology & AI]]><![CDATA[English]]>f3e0ef02-2153-412a-8ade-57b8831de205https://www.bain.com/insights/how-paper-and-packaging-can-catch-up-paper-and-packaging-report-2023/Target new growth opportunities and optimize price to turbocharge performance.Wed, 30 Aug 2023 13:05:00 Z<![CDATA[How Paper and Packaging Companies Can Catch Up in Commercial Excellence]]><![CDATA[By Anders Bäck, Manuel De Soto, Pol Tarragó, and Stephanie Yee]]>https://www.bain.com/contentassets/d6be802cdd054591bb6c3aa535a26a00/chapter-4_-commercial-excellence-and-pricing-in-paper-and-packaging---16_9---1440-x-810px.jpg<![CDATA[brief]]><![CDATA[Paper & Packaging Report]]><![CDATA[Advanced Manufacturing & Services, Paper & Packaging, Consumer Products]]><![CDATA[Customer Experience]]><![CDATA[English]]>050f211b-2140-4c45-9175-2c5cee3f4917https://www.bain.com/insights/sustainable-packaging-paper-and-packaging-report-2023/Balancing opportunities and trade-offs to reimagine packaging for sustainability.Wed, 30 Aug 2023 13:02:00 Z<![CDATA[Sustainable Packaging: What Consumers Want Next from the Paper and Packaging Industry]]><![CDATA[By Daniela Carbinato, Magali Deryckere, and Yoni Shiran]]>https://www.bain.com/contentassets/0a4db2bdd42c4d7ab7ff8d2ee80d4afb/chapter-8_-consumer-perspectives---16_9---1440-x-810px.jpg<![CDATA[brief]]><![CDATA[Paper & Packaging Report]]><![CDATA[Consumer Products, Paper & Packaging]]><![CDATA[Customer Experience]]><![CDATA[English]]>6e94b187-a49a-41b3-8e84-5a5d20a38a4ahttps://www.bain.com/insights/customer-behavior-and-loyalty-in-banking-webinar/Bain partners share insights from our 2023 Customer Behavior & Loyalty in Banking report.Thu, 17 Aug 2023 04:00:00 Z<![CDATA[Customer Behavior and Loyalty in Banking]]><![CDATA[By Katrina Cuthell, Priscilla Dell'Orto, and Alessandro Magarini Montenero]]>https://www.bain.com/contentassets/77578201abb64822883d17b7a977e95f/v2_customer-behavior-and-loyalty-in-banking_1440x810.png<![CDATA[Webinar]]><![CDATA[Webinar]]><![CDATA[Financial Services, Banking]]><![CDATA[Customer Experience]]><![CDATA[English]]>63db185f-bd2d-4161-bc27-996e6d77eb8dhttps://www.bain.com/insights/using-ai-to-build-stronger-connections-with-customers-hbr/Smart companies are using AI to enhance—not automate—the customer experience. Tue, 01 Aug 2023 04:00:00 Z<![CDATA[Using AI to Build Stronger Connections with Customers]]><![CDATA[By Maureen Burns, Sharona Sankar-King, Priscilla Dell'Orto, and Eduardo Roma]]>/globalassets/insights/trade-and-top-tier-logo-tiles/hbr-1440x810.jpg<![CDATA[article]]><![CDATA[HBR.org]]><![CDATA[Financial Services]]><![CDATA[Customer Experience, Sales and Marketing, Applied Technology & AI]]><![CDATA[English]]>343582ec-1ea2-42e7-9375-aed90909b737https://www.bain.com/insights/earning-customer-loyalty-in-wealth-management-infographic/Success increasingly hinges on a great experience that includes useful, tailored advice, not adding more advisors.Thu, 22 Jun 2023 04:00:00 Z<![CDATA[Earning Customer Loyalty in Wealth Management]]><![CDATA[By Joe Lischwe, Antonio Rodrigues, Anna Krementz, and Daniel Jones]]>https://www.bain.com/contentassets/70c3e750929346cb9c7e1d698f20bb92/customer-love_promo-16x9.png<![CDATA[multimedia]]><![CDATA[Infographic]]><![CDATA[Wealth & Asset Management, Financial Services]]><![CDATA[Customer Experience]]><![CDATA[English]]>193f3c26-a022-4bad-a27f-31c4ff563e84https://www.bain.com/insights/how-airlines-can-use-ancillary-services-to-better-serve-customers-video/Bain Partner Allan Schulte shares how improving ancillary services can help airlines meet the needs of an evolving customer base.Tue, 30 May 2023 04:00:00 Z<![CDATA[How Airlines Can Use Ancillary Services to Better Serve Customers]]><![CDATA[By Allan Schulte]]>https://www.bain.com/contentassets/83a8b4d6ecf042f8921e92f5942b3500/airline-ancillary-video-thumbnails_1440x810.png<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Advanced Manufacturing & Services, Aviation, Travel & Leisure]]><![CDATA[Customer Experience, Sales and Marketing]]><![CDATA[English]]>5577f031-98ed-4767-971e-2b18b5fac949https://www.bain.com/insights/customer-behavior-and-loyalty-in-banking-global-edition-2023/Banks’ big challenge is the great unbundling by consumers.Thu, 30 Mar 2023 13:00:00 Z<![CDATA[Customer Behavior and Loyalty in Banking: Global Edition 2023]]><![CDATA[By Gerard du Toit, Nikola Glusac, Katrina Cuthell, Camille Goossens, and Christy de Gooyer]]>https://www.bain.com/contentassets/1038ba8433fe4bb495a9fefc6c9250e9/1cover-v2-15906-gettyimages-1398940778-16-9.jpg<![CDATA[brief]]><![CDATA[Report]]><![CDATA[Financial Services, Banking]]><![CDATA[Sales and Marketing, Customer Experience, Net Promoter System®]]><![CDATA[English]]>a6a2f459-257c-4c09-9819-a80dbc09d676https://www.bain.com/insights/achieving-full-potential-modern-marketing-webinar/Bain partners discuss the success consumer products companies have found in transforming their marketing strategies.Tue, 21 Mar 2023 04:00:00 Z<![CDATA[Achieving Full-Potential Modern Marketing]]><![CDATA[By Clare Gordon, Philip Dowling, and Justin Halim]]>https://www.bain.com/contentassets/5734b3453f9c46d5ad4e5a98e46bbee4/02-full-potential-marketing-1440x810.png<![CDATA[Webinar]]><![CDATA[Webinar]]><![CDATA[Consumer Products]]><![CDATA[Customer Experience, Sales and Marketing, Modern Marketing]]><![CDATA[English]]>e707c7ad-a373-4fea-905f-6e9eeefce67bhttps://www.bain.com/insights/generative-ai-opportunities-and-perspectives-in-retail-webinar/Bain partners discuss how retailers can use OpenAI to anticipate disruption, find innovative solutions, and identify trends.Fri, 17 Mar 2023 05:00:00 Z<![CDATA[Generative AI Opportunities and Perspectives in Retail]]><![CDATA[By Miltiadis Athanassiou, Cyrille Vincey, Nikolaus Zacher, Sumner Makin, and Holger Kömm]]>https://www.bain.com/contentassets/1c887c00a07b44ac9af347033a56d35d/v3-openai_1440x810.jpg<![CDATA[Webinar]]><![CDATA[Webinar]]><![CDATA[Retail, Travel & Leisure]]><![CDATA[Applied Technology & AI, Customer Experience, Modern Marketing, Digital Marketing]]><![CDATA[English]]>cff237cd-01f9-468a-9923-54f3d5868900https://www.bain.com/insights/insurance-outlook-consumers-value-purpose-not-just-coverage-for-losses-webinar/Tanja Brettel shares key takeaways from Bain’s 2023 Customer Behavior and Loyalty in Insurance report at the Insurtech Insights conference in London. Wed, 01 Mar 2023 05:00:00 Z<![CDATA[Insurance Outlook: Consumers Value Purpose, Not Just Coverage for Losses]]><![CDATA[By Tanja Brettel]]>https://www.bain.com/contentassets/31436e5afb8b4632a6c3ebc5dbaec7f5/v1_financial-services_webinar_bain.com_1440x810.png<![CDATA[Webinar]]><![CDATA[Webinar]]><![CDATA[Financial Services, Insurance]]><![CDATA[Sales and Marketing, Customer Experience, Net Promoter System®]]><![CDATA[English]]>b97968e1-e368-4b01-8fca-49417127e605https://www.bain.com/insights/customer-behavior-and-loyalty-in-insurance-global-edition-2023/Consumers to insurers: more risk-prevention services, please, and more convenient digital channels.Thu, 16 Feb 2023 05:00:00 Z<![CDATA[Customer Behavior and Loyalty in Insurance: Global Edition 2023]]><![CDATA[By Henrik Naujoks, Andrew Schwedel, and Tanja Brettel]]>https://www.bain.com/contentassets/de33759053e34665b0acd5881bd46082/cover-gettyimages-1350868783-16_9.jpg<![CDATA[brief]]><![CDATA[Report]]><![CDATA[Financial Services, Insurance]]><![CDATA[Customer Experience, Sales and Marketing, Customer Loyalty]]><![CDATA[English]]>de80141d-08cf-41df-8ffc-ff54535ee590https://www.bain.com/insights/can-marketing-experimentation-become-your-superpower/A unified, companywide approach to experimentation can generate sustained business growth.Tue, 07 Feb 2023 14:00:00 Z<![CDATA[Can Marketing Experimentation Become Your Superpower? ]]><![CDATA[By Kelly Edwards, Philip Dowling, Will Warren, Oliver Gertz, and Manel Oliva-Trastoy]]>https://www.bain.com/contentassets/557d26dcabbc46c5a9403ca0e34e1244/gettyimages-925114826-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Consumer Products, Consumer-led Brand Growth]]><![CDATA[Customer Experience, Sales and Marketing, Modern Marketing]]><![CDATA[English]]>e5d1effa-8ec6-4d1d-a7ac-3e491ea400e3https://www.bain.com/insights/achieving-b2b-customer-success-in-logistics-and-transport-video/Bain’s Geoffrey Weston explains why embedding B2B NPS into global operating models will be essential for growth.Wed, 01 Feb 2023 05:00:00 Z<![CDATA[Achieving B2B Customer Success in Logistics and Transport]]><![CDATA[By Geoffrey Weston]]>https://www.bain.com/contentassets/a6db6d2206e34184ab34540b45cb1005/videothumbnail_16x9_1920x1080.png<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Advanced Manufacturing & Services, Aviation, Freight & Logistics]]><![CDATA[Customer Experience, Net Promoter System®]]><![CDATA[English]]>8b919c57-e423-43d9-8c2f-9808850452a5https://www.bain.com/insights/management-tools-customer-experience-management/A Customer Experience Management (CXM) Program is how a business oversees its interactions with customers. Tue, 31 Jan 2023 14:00:00 Z<![CDATA[Customer Experience Management]]>https://www.bain.com/contentassets/904d235946724288ae17b0331a72f26f/3_customer-experience-management_1440x810.png<![CDATA[article]]><![CDATA[Management Tools]]><![CDATA[Net Promoter System®, Customer Episode Design, Customer Experience Leadership]]><![CDATA[English]]>69146c83-d9e8-4b7b-a0ec-34c51f6f400dhttps://www.bain.com/insights/how-shared-services-organizations-can-scale-up-by-earning-internal-customers-love/How are we doing? When shared services organizations ask that question of their internal customers and act on the feedback, great business outcomes can happen. Tue, 31 Jan 2023 14:00:00 Z<![CDATA[How Shared Services Organizations Can Scale Up by Earning Internal Customers’ Love]]><![CDATA[By Michael Heric, Mark Krafft, and Praveen Bhardwaj]]>https://www.bain.com/contentassets/e912f28f20fa4a43a451ba32650325d9/15868-gettyimages-1070958794-16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Net Promoter System®, Customer Experience, Support Functions, Accelerated Performance Transformation, Automation, Applied Technology & AI]]><![CDATA[English]]>22243369-6a15-4b35-abe8-9cdba1d62ad5https://www.bain.com/insights/its-time-for-product-companies-to-win-back-the-customer-relationship-fortune/Advanced innovators are driving growth through new direct-to-consumer, value-added services and business models—but there is still a long way to go.Sun, 20 Nov 2022 06:00:00 Z<![CDATA[It’s Time for Product Companies to Win Back the Customer Relationship]]><![CDATA[By Joachim Allerup]]>https://www.bain.com/contentassets/e7b8cbcb2fb14958a591a2bb778938b7/social_1440x810_baintopichubcobrands_2.jpg<![CDATA[article]]><![CDATA[Fortune]]><![CDATA[Innovation & Business Building, Strategy, Customer Experience]]><![CDATA[English]]>49cf8308-d361-4c13-8254-b06b3c8ce28ehttps://www.bain.com/insights/business-to-human-the-era-of-customer-centricity-video/Lara Caimi of ServiceNow sits down with Bain's Justin Murphy to discuss how a great customer experience is essential to any successful business.Thu, 13 Oct 2022 04:00:00 Z<![CDATA[Business to Human: The Era of Customer Centricity]]><![CDATA[By Justin Murphy]]>https://www.bain.com/contentassets/31285365162a45e296693f0db5c2f0ef/lara_ceo-mailing_02_16x9_1920.png<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Technology, Software]]><![CDATA[Customer Experience, Sales and Marketing, Customer Experience Leadership]]><![CDATA[English]]>42ff4657-cd03-4226-a0f1-cb6b38db8821https://www.bain.com/insights/beyond-bored-apes-nfts-will-revolutionize-customer-engagement/Innovative uses of NFTs to reward and connect with customers are emerging in retail, consumer goods, media and entertainment, and travel, with widespread adoption soon to come.Tue, 13 Sep 2022 18:00:00 Z<![CDATA[Beyond Bored Apes, NFTs Will Revolutionize Customer Engagement]]><![CDATA[By Gerard du Toit, Alexander Mitscherlich, Nikhil Prasad Ojha, and Kelly Pu]]>https://www.bain.com/contentassets/59a12aa6be98470ab19e48c30869b756/gettyimages-1354968166-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Consumer Products, Retail]]><![CDATA[Customer Experience, Web3]]><![CDATA[English]]>4be91f57-5965-4151-8ffa-7fd655fbc7d6https://www.bain.com/insights/radical-thought/Ignoring customers’ sentiment leaves money on the table.Mon, 11 Jul 2022 04:00:00 Z<![CDATA[Radical Thought: Infuse Account Planning with the Customer’s Perspective]]><![CDATA[By Siddhartha Karri, Laurens-Jan Olsthoorn, Mónica Oliver, and Sydney Doten]]>https://www.bain.com/contentassets/ac8b082d1940429fbe5668d4cf66af7d/13294-radical-thought-1440x810.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Advanced Manufacturing & Services, Machinery & Equipment, Transportation, Freight & Logistics, Aviation]]><![CDATA[Customer Experience]]><![CDATA[English]]>a295a746-c59d-42c6-9c83-f57c15ddbd02https://www.bain.com/insights/accelerating-performance-despite-inflation/Turbulent times shouldn’t stop companies from pursuing full potential and business resiliency.Fri, 24 Jun 2022 13:00:00 Z<![CDATA[Accelerating Performance Despite Inflation ]]><![CDATA[By Jason Heinrich, Jason McLinn, David Burns, Simon Henderson, and Melissa Lee]]>https://www.bain.com/contentassets/742cdebeee9a48b98f56864fb8e8314d/gettyimages-1400695474_16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Customer Experience, Strategy, Operations, Procurement, Supply Chain, Pricing, Accelerated Performance Transformation, Performance Improvement]]><![CDATA[English]]>5be717b6-2fe3-4cd6-be19-b8c478e2afa4https://www.bain.com/insights/pricing-for-inflation-in-energy-and-natural-resources-enr-report-2022/Companies are building dynamic pricing capabilities as they come to terms with the persistence of volatility and inflation.Tue, 14 Jun 2022 04:00:00 Z<![CDATA[Pricing for Inflation in Energy and Natural Resources]]><![CDATA[By Jens Friis Hjortegaard, Emily Kasavana, Nimit Mehta, and David Schottland]]>https://www.bain.com/contentassets/ee7f15b0bf07469bb4678f4ba10373f6/12917_cce_16.9.jpg<![CDATA[brief]]><![CDATA[Energy & Natural Resources Report]]><![CDATA[Energy & Natural Resources, Chemicals, Agribusiness, Mining, Oil & Gas, Utilities & Renewables]]><![CDATA[Customer Experience, Pricing]]><![CDATA[English]]>ba4f5106-5918-4917-b538-f79cf09634a8https://www.bain.com/insights/three-characteristics-that-define-retail-marketing-leaders/Through creativity, speed, and control of technology, the best firms have adapted to Covid-19 and outpaced the competition.Tue, 31 May 2022 13:00:00 Z<![CDATA[ Three Characteristics That Define Retail Marketing Leaders]]><![CDATA[By Brian Dennehy, Francine Gierak, and Fabio Colacchio]]>https://www.bain.com/contentassets/5cfdac343112436da7899136bb5daa72/gettyimages-608166811-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Retail]]><![CDATA[Customer Experience Leadership, Customer Experience]]><![CDATA[English]]>1bea8b63-c5be-4181-8e14-1228c89616a2https://www.bain.com/insights/when-sales-and-pricing-dont-get-along/Setting and getting the right price requires all functions to work hand in hand. Fri, 20 May 2022 13:00:00 Z<![CDATA[When Sales and Pricing Don’t Get Along]]><![CDATA[By Chuck Davenport and Mónica Oliver]]>https://www.bain.com/contentassets/9e4cbc7135914135a669257402b3f99b/sales-pricing-16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Customer Experience, Go-to-Market Strategy, Pricing]]><![CDATA[English]]>70e55627-9b3b-4b5f-bfc8-f83259f7c8a2https://www.bain.com/insights/the-automation-advantage-in-retail-banking-infographic/It improves costs, cycle times, and the customer climate.Thu, 21 Apr 2022 04:00:00 Z<![CDATA[The Automation Advantage in Retail Banking]]><![CDATA[By Purna Doddapaneni, Roberta Berlinghieri, Jed Fallis, and Michael Heric]]>https://www.bain.com/contentassets/d24e1132c49c4749b32c8f5a68d5188d/13286_stealth-automation-banking-infographic_promo-16.9.png<![CDATA[multimedia]]><![CDATA[Infographic]]><![CDATA[Financial Services, Banking]]><![CDATA[Automation, Support Functions, Service Operations, Customer Experience, Applied Technology & AI]]><![CDATA[English]]>68d5f20d-e4de-4d5a-8e55-95ebd81fd87chttps://www.bain.com/insights/integrated-pipeline-management-the-nexus-of-true-marketing-sales-collaboration/Marketing and sales groups must be in sync for pipeline management to accelerate growth.Tue, 22 Feb 2022 14:00:00 Z<![CDATA[Integrated Pipeline Management: The Nexus of True Marketing-Sales Collaboration ]]><![CDATA[By Saber Sherrard, Rishi Dave, Jamie Merolla, and Laura Beaudin]]>https://www.bain.com/contentassets/79226aaa141940c3b30c16f3ccca8128/gettyimages-1056251622-16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Technology]]><![CDATA[Customer Experience, Go-to-Market Strategy]]><![CDATA[English]]>f11aa308-a382-4e78-820f-d218258f172chttps://www.bain.com/insights/speaking-the-five-languages-of-customer-love/For Valentine’s Day, try wooing customers as you might a love interest. Sat, 12 Feb 2022 15:00:00 Z<![CDATA[Speaking the Five Languages of (Customer) Love]]><![CDATA[By Darci Darnell]]>https://www.bain.com/contentassets/446063f8483f498e895b846fd85f865e/v2-customer-love_baindotcom_blog_1440x810_blog.png<![CDATA[article]]><![CDATA[Article]]><![CDATA[Customer Experience, Net Promoter System®]]><![CDATA[English]]>86b583a1-40f2-40e7-95d6-d5b5b0868522https://www.bain.com/insights/love-love-me-do-new-data-proves-the-value-of-customer-love/Studies by Glassdoor and NPS Prism draw the clear relationship between happy employees and happy customers. Fri, 04 Feb 2022 15:00:00 Z<![CDATA[Love, Love Me Do: New Data Proves the Value of Customer Love ]]><![CDATA[By Darci Darnell, Alison Leibovitz, and Stephen Caine]]>https://www.bain.com/contentassets/0edf95d731774f7184435c8b1936b631/glassdoor-employers-nps-16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Customer Experience, Net Promoter System®]]><![CDATA[English]]>0808fbdc-58a6-4a10-9824-48d92f78fe1ahttps://www.bain.com/insights/customer-love-wins-webinar/In this webinar, Winning on Purpose coauthors Fred Reichheld, Maureen Burns, and Darci Darnell discuss their new book’s simple yet powerful message: Love your customers.Wed, 12 Jan 2022 05:00:00 Z<![CDATA[Customer Love Wins ]]><![CDATA[By Fred Reichheld, Darci Darnell, and Maureen Burns]]>https://www.bain.com/contentassets/d99dd89eb93b467abac325c81336c201/winning-on-purpose-hbr-webinar-1440-x-810.png<![CDATA[Webinar]]><![CDATA[Webinar]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>c5a7bdfc-66fd-4d09-81bf-b9254167bdc2https://www.bain.com/insights/voting-with-their-feet-banking-consumers-want-a-seamless-digital-experience-infographic/Half of consumers’ digital purchases go to a competitor of their primary bank, and half of those who buy anywhere encounter friction in the process. Tue, 14 Dec 2021 05:00:00 Z<![CDATA[Voting with Their Feet: Banking Consumers Want a Seamless Digital Experience]]><![CDATA[By Gerard du Toit, Nikola Glusac, and Katrina Cuthell]]>https://www.bain.com/contentassets/655943bdd17c484182bec5ed086e5fba/11649-value-leakage_promo-16.9.png<![CDATA[multimedia]]><![CDATA[Infographic]]><![CDATA[Financial Services, Banking]]><![CDATA[Customer Experience, Net Promoter System®]]><![CDATA[English]]>74e38020-762d-4c0f-bea7-6974fffe2734https://www.bain.com/insights/net-promoter-3-0/Introducing Earned Growth℠, the accounting-based counterpart to the Net Promoter Score.Mon, 18 Oct 2021 19:00:00 Z<![CDATA[Net Promoter 3.0 ]]><![CDATA[By Fred Reichheld, Darci Darnell, and Maureen Burns]]>/globalassets/images/default-article-images/hbr-1440x810.jpg<![CDATA[article]]><![CDATA[Harvard Business Review]]><![CDATA[Retail, Financial Services, Automotive, Banking, Insurance]]><![CDATA[Customer Experience, Net Promoter System®]]><![CDATA[English]]>6706c51e-1af5-4cfd-b265-12b8c9d21109https://www.bain.com/insights/semiconductor-equilibrium-shifting-tech-report-2021/Specialized processors are capturing a growing share of the semiconductor market, but that doesn’t spell the end of the general-purpose chip.Mon, 20 Sep 2021 04:00:00 Z<![CDATA[The Semiconductor Equilibrium Is Shifting]]><![CDATA[By David Crawford and Jue Wang]]>https://www.bain.com/contentassets/658acebcca4e452b88844b681a5935ff/10737_silicon-equilibrium_16-9.jpg<![CDATA[brief]]><![CDATA[Report]]><![CDATA[Technology, Cloud Computing, Semiconductors]]><![CDATA[Supply Chain, Customer Experience]]><![CDATA[English]]>3aafea9b-c945-4b50-b36d-e01dec367504https://www.bain.com/insights/welcome-tech-report-2021/Technology-fueled growth across all sectors is poised to accelerate.Mon, 20 Sep 2021 04:00:00 Z<![CDATA[Welcome to the New Technology Economy]]><![CDATA[By David Crawford]]>https://www.bain.com/contentassets/1c81c5325398424da39d30b624bd4a36/intro_16-9.jpg<![CDATA[brief]]><![CDATA[Report]]><![CDATA[Technology, Hardware, Internet of Things, IT Services, Semiconductors, Software, Cloud Computing]]><![CDATA[Mergers and Acquisitions, Applied Technology & AI, Strategy, Customer Experience]]><![CDATA[English]]>f7b76fd5-13b4-4d65-be25-baf733c0500fhttps://www.bain.com/insights/two-lessons-from-the-chip-shortage-supply-chains-tech-report-2021/Navigating future disruptions calls for a more holistic and proactive strategy involving closer collaboration between suppliers and customers.Mon, 20 Sep 2021 04:00:00 Z<![CDATA[Two Lessons the Chip Shortage Taught Us about Supply Chains]]><![CDATA[By Peter Hanbury and Anne Hoecker]]>https://www.bain.com/contentassets/23e5ae7e47164f40bdeb7df44bcf24af/supply-chain-10740_16.9.jpg<![CDATA[brief]]><![CDATA[Report]]><![CDATA[Technology, Semiconductors, Software, IT Services]]><![CDATA[Customer Experience, Supply Chain]]><![CDATA[English]]>02cbf1c3-a4de-4b11-890d-87eff6669945https://www.bain.com/insights/saas-spurring-next-cycle-of-software-superperformance-tech-report-2021/The shift to cloud-based subscription models is creating even more value in a thriving sector.Mon, 20 Sep 2021 04:00:00 Z<![CDATA[SaaS Is Spurring the Next Cycle of Software Superperformance]]><![CDATA[By James Dixon, David Lipman, and Christopher Perry]]>https://www.bain.com/contentassets/e2b78a5c049546019b8f1a8df4be3a98/10688_saas-software_16-9.jpg<![CDATA[brief]]><![CDATA[Report]]><![CDATA[Technology, IT Services, Software, Cloud Computing, Hardware]]><![CDATA[Customer Experience]]><![CDATA[English]]>83f513b6-76bb-46d3-aff6-08045cef1defhttps://www.bain.com/insights/as-banks-retention-efforts-stall-focus-on-high-value-customers-infographic/By using advanced analytics guided by five principles, banks can activate targeted customers to improve their economics and strengthen relationships.Wed, 08 Sep 2021 04:00:00 Z<![CDATA[As Banks’ Retention Efforts Stall, Focus On High-Value Customers]]><![CDATA[By Philipp Baecker, Mario Conde, Darci Darnell, Sumit Narayanan, and Markus Bergmann]]>https://www.bain.com/contentassets/5226108441df40ea8a884d3980dcb122/10863-activating-high-value-customers_promo-16.9.png<![CDATA[multimedia]]><![CDATA[Infographic]]><![CDATA[Financial Services, Banking]]><![CDATA[Customer Experience, Net Promoter System®, Sales and Marketing]]><![CDATA[English]]>2b1ee3ba-b18d-425c-b7b2-4cf8516ec7echttps://www.bain.com/insights/three-actions-for-happier-more-loyal-automotive-customers-snap-chart/Seemingly small interactions can have an outsize impact on customer advocacy. Wed, 18 Aug 2021 04:00:00 Z<![CDATA[Three Actions for Happier, More Loyal Automotive Customers]]><![CDATA[By Jason Barro, Stephan Zech, and Pedro Correa]]>https://www.bain.com/contentassets/2c7adac4dfb74d918de891daed16f878/10699-nps-prism-us-auto-16_9.png<![CDATA[multimedia]]><![CDATA[Snap Chart]]><![CDATA[Customer Experience, Net Promoter System®]]><![CDATA[English]]>d36f1985-7ec3-4368-963d-c2a3b3cfdb88https://www.bain.com/insights/no-credit-card-is-the-new-credit-card-snap-chart/Younger consumers are opting out of credit cards and into digital payment alternatives. Mon, 02 Aug 2021 04:00:00 Z<![CDATA[“No Credit Card” Is the New Credit Card]]><![CDATA[By Jason Barro and Gerard du Toit]]>https://www.bain.com/contentassets/0f40a938f6184d6ea7e6938aa5b0a2e1/10698-nps-prism-us-banking---promo-1-v1.png<![CDATA[multimedia]]><![CDATA[Snap Chart]]><![CDATA[Financial Services]]><![CDATA[Customer Experience, Net Promoter System®]]><![CDATA[English]]>8ab9e926-f401-48b0-bdc8-61dce2fb19bchttps://www.bain.com/insights/what-makes-the-new-marketing-leader-webinar/Experts from Bain, Pandora, and OMD EMEA share how companies can adapt their strategies, ways of working, and data practices to win in today’s marketing world.Thu, 08 Jul 2021 04:00:00 Z<![CDATA[What Makes the New Marketing Leader?]]><![CDATA[By Clare Gordon and Blake Cuthbert]]>https://www.bain.com/contentassets/5991b45aa0cc4668a3d102b9182423f2/dgt-xz1-holfter_-maren-mun-digitalmarketing-1440x810_v1.png<![CDATA[Webinar]]><![CDATA[Webinar]]><![CDATA[Sales and Marketing, Modern Marketing, Digital Marketing, Customer Experience, Applied Technology & AI]]><![CDATA[English]]>14367558-e045-4b31-bf05-7c5566f79789https://www.bain.com/insights/small-is-not-medium-banks-discover-laws-of-the-ecosystem-jungle/Making clients’ lives easier requires gathering an array of specialist providers on one integrated platform.Tue, 06 Jul 2021 18:00:00 Z<![CDATA[Small Is Not Medium: Banks Discover Laws of the Ecosystem Jungle]]><![CDATA[By Martin Tornes, Manfredi de'Mozzi, Joe Fielding, and Seow-Chien Chew]]>https://www.bain.com/contentassets/9e27ae9e8f404a62ba83cc3bb5ec31b4/small-is-not-medium-16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services, Banking]]><![CDATA[Customer Experience, Sustainability]]><![CDATA[English]]>6d17be9f-d28d-4ce6-a265-3754a25ff742https://www.bain.com/insights/online-grocery-moving-from-enough-capacity-to-the-right-capacity-infographic/After rapidly expanding their fulfillment infrastructure, many grocers now need to adapt it to evolving consumer preferences.Tue, 06 Jul 2021 04:00:00 Z<![CDATA[Online Grocery: Moving from Enough Capacity to the Right Capacity]]><![CDATA[By Marc-André Kamel, Joëlle de Montgolfier, Stephanie Koszyk, and Ruth Lewis]]>https://www.bain.com/contentassets/54959eb189ae4938b332e8d10f744234/10424_online-grocery-infographic_promo-16-9.png<![CDATA[multimedia]]><![CDATA[Infographic]]><![CDATA[Retail, Grocery]]><![CDATA[Customer Experience, Supply Chain, Digital Marketing]]><![CDATA[English]]>a8ae1c22-5ee2-4eb8-83ed-ade3ab8209b4https://www.bain.com/insights/how-analytics-can-deepen-banks-customer-relationships/Activating high-value customers beats pursuing raw retention goals.Thu, 01 Jul 2021 15:00:00 Z<![CDATA[How Analytics Can Deepen Banks’ Customer Relationships]]><![CDATA[By Philipp Baecker, Mario Conde, Darci Darnell, Sumit Narayanan, and Markus Bergmann]]>https://www.bain.com/contentassets/69ba6f6726e8462596a21df7c81bc86b/analytics-banks-customer-relationships_1440x810.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services, Banking]]><![CDATA[Customer Experience, Net Promoter System®, Sales and Marketing]]><![CDATA[English]]>d468a7dc-d201-4366-acd9-c5c12acbbf9chttps://www.bain.com/insights/modern-marketing-and-the-ai-imperative-webinar/Author, AI expert, and Northwestern University professor Jim Lecinski joins Bain's Laura Beaudin and Hive’s Dan Calpin to discuss the importance of marketers implementing AI into their tool kit.Wed, 23 Jun 2021 05:00:00 Z<![CDATA[Modern Marketing and the AI Imperative]]><![CDATA[By Laura Beaudin]]>https://www.bain.com/contentassets/44668b03b1f3419386215b63d3a05d25/baincom-1400x810.png<![CDATA[Webinar]]><![CDATA[Webinar]]><![CDATA[Sales and Marketing, Modern Marketing, Customer Experience]]><![CDATA[English]]>e80bff4e-9157-4028-9589-59fe85d223f4https://www.bain.com/insights/will-the-bots-love-your-customers/An increasingly digital front line must be tuned to center on the customer’s priorities.Thu, 10 Jun 2021 12:00:00 Z<![CDATA[Will the Bots Love Your Customers?]]><![CDATA[By Maureen Burns, Richard Hatherall, Eduardo Roma, and Tevia Segovia]]>https://www.bain.com/contentassets/23d85565ab164b8da60dc67a92a97d66/final_btb_insightspgheader_will-bots-love-customers_16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Customer Experience, Net Promoter System®, Applied Technology & AI, Automation]]><![CDATA[English]]>66dea51d-a262-4e49-b4f2-fbfb97bfd0dahttps://www.bain.com/insights/how-gen-zs-empathy-awareness-and-fluidity-are-transforming-business-as-usual-webinar/Experts from Bain, Depop, and Vogue discuss what recent survey findings tell brands about the next generation of consumers. Thu, 10 Jun 2021 04:00:00 Z<![CDATA[How Gen Z’s Empathy, Awareness, and Fluidity Are Transforming Business as Usual]]><![CDATA[By Federica Levato and Fabio Colacchio]]>https://www.bain.com/contentassets/66b02ee06a004b15afe4f5a0de997189/retail-webinar-1440-x-810.png<![CDATA[Webinar]]><![CDATA[Webinar]]><![CDATA[Retail]]><![CDATA[Strategy, Customer Experience]]><![CDATA[English]]>2d990711-6404-454c-bcc0-c3fd0f157b75https://www.bain.com/insights/how_generation_z_is_making_its_mark_on_fashion/Brands need to listen to the non-binary thinking of consumers in their teens and early twenties, according to a report by Depop and Bain & Company.Mon, 31 May 2021 10:00:00 Z<![CDATA[Empathy, Awareness, and Fluidity: How Generation Z Is Making its Mark on Fashion]]><![CDATA[By Federica Levato and Fabio Colacchio]]>https://www.bain.com/contentassets/aa9f58587f444ec7951ebe7d4fd3b13f/depop_16-9.jpg<![CDATA[brief]]><![CDATA[Report]]><![CDATA[Consumer Products, Retail, Luxury]]><![CDATA[Customer Experience, Sales and Marketing]]><![CDATA[English]]>01f26959-73a5-49ac-8d1c-1c2e122e1b58https://www.bain.com/insights/keeping-utility-customers-happy-beyond-pandemic-policies-snap-chart/As moratoriums end, here’s how US electric utilities can maintain gains in customer loyalty scores. Tue, 25 May 2021 04:00:00 Z<![CDATA[Keeping Utility Customers Happy Beyond Pandemic Policies]]><![CDATA[By Chris Jarrett, Jason Barro, and Timothy Balthazar]]>https://www.bain.com/contentassets/3c90f5bde77b474f82fbe7b3f213bd4e/10117-nps-prism-utilities_promo_16_9-v2.png<![CDATA[multimedia]]><![CDATA[Snap Chart]]><![CDATA[Utilities & Renewables]]><![CDATA[Customer Experience, Net Promoter System®]]><![CDATA[English]]>4875af4b-a9b3-40cd-9eba-6ce810cf8888https://www.bain.com/insights/better-service-happier-customers-key-to-automotive-brand-loyalty-snap-chart/OEMs that invest in service as a presale activity, rather than a postsale one, keep car buyers coming back.Wed, 21 Apr 2021 04:00:00 Z<![CDATA[Better Service, Happier Customers: A Key to Automotive Brand Loyalty]]><![CDATA[By Pedro Correa, Stephan Zech, and Jason Barro]]>https://www.bain.com/contentassets/45d9b2f90b2f4a64b7fb89b8fe6c4c26/nps-prism-auto_social_promo_1_16x9.png<![CDATA[multimedia]]><![CDATA[Snap Chart]]><![CDATA[Advanced Manufacturing & Services, Automotive]]><![CDATA[Customer Experience, Net Promoter System®]]><![CDATA[English]]>4b98aaed-95bc-45e3-bf47-c8c4b301d55bhttps://www.bain.com/insights/how-chime-is-leading-the-way-in-customer-loyalty-snap-chart/The digital bank has quickly won over consumers, a sign that further industry disruption could be on the horizon.Thu, 15 Apr 2021 04:00:00 Z<![CDATA[How Chime Is Leading the Way in Customer Loyalty ]]><![CDATA[By Maureen Burns, Joe Fielding, and Jason Barro]]>https://www.bain.com/contentassets/fc61f8e7def047829cc1f86a57cee37b/9707-how-chime-is-leading-the-way-in-customer-loyalty-promos-16_9-v1.png<![CDATA[multimedia]]><![CDATA[Snap Chart]]><![CDATA[Financial Services, Banking]]><![CDATA[Net Promoter System®, Customer Experience]]><![CDATA[English]]>e06a32f8-04d9-4973-93c1-a22426157d6bhttps://www.bain.com/insights/adapting-to-the-modern-retail-environment-webinar/Bain experts discuss current store operational challenges with industry innovators who are meeting them head-on.Thu, 08 Apr 2021 04:00:00 Z<![CDATA[Adapting to the Modern Retail Environment]]><![CDATA[By Kent Knudson]]>https://www.bain.com/contentassets/109e8d6d0f084a8db9772677336f8364/forge-retail-16x9.jpg<![CDATA[Webinar]]><![CDATA[Webinar]]><![CDATA[Retail]]><![CDATA[Strategy, Customer Experience]]><![CDATA[English]]>78d42fcb-88ec-44b6-9984-4580ac0c5f99https://www.bain.com/insights/delivering-authentic-and-individualized-experiences-to-every-customer-webinar/Bain experts discuss personalization in the retail industry with innovators at the companies that are making it happen.Thu, 11 Mar 2021 05:00:00 Z<![CDATA[Delivering Authentic and Individualized Experiences to Every Customer]]><![CDATA[By Andre Fernandes and Rishi Roongta]]>https://www.bain.com/contentassets/6b39c0e0d7a14d038a0a9ebeeb731450/forge-retail-16x9.jpg<![CDATA[Webinar]]><![CDATA[Webinar]]><![CDATA[Consumer Products, Retail, Private Equity]]><![CDATA[Customer Experience]]><![CDATA[English]]>3c87a5f5-5e9e-4008-a4a9-e9aea402cc98https://www.bain.com/insights/sidestepping-survey-fatigue-predictive-nps-gets-to-the-heart-of-customers-attitudes/Models can infer whether a customer is delighted or annoyed with a company by analyzing everything known about that person.Thu, 28 Jan 2021 13:00:00 Z<![CDATA[Sidestepping Survey Fatigue, Predictive NPS Gets to the Heart of Customers’ Attitudes ]]><![CDATA[By Ilker Carikcioglu]]>https://www.bain.com/contentassets/231ba8e001a54737be0bc00e384a5cb1/gettyimages-1249369872-16_9.jpg<![CDATA[article]]><![CDATA[Expert Commentary]]><![CDATA[Net Promoter System®]]><![CDATA[English]]>e19a3329-6b52-4035-bfea-7eac90d3601bhttps://www.bain.com/insights/how-european-utilities-improve-customer-loyalty/A data-driven approach helps utilities decide where to invest to increase their Net Promoter Score℠.Fri, 22 Jan 2021 14:00:00 Z<![CDATA[Right the First Time: How European Utilities Improve Customer Loyalty]]><![CDATA[By Andrea Beccia, Alessandro Cadei, Olga Muscat, and Rosangela Pacifico]]>https://www.bain.com/contentassets/bf00f9c8ab3e4e5b924bb1220e479a46/right-the-first-time-16-9.jpg<![CDATA[article]]><![CDATA[Article]]><![CDATA[Energy & Natural Resources, Utilities & Renewables]]><![CDATA[Sales and Marketing, Customer Experience, Sustainability]]><![CDATA[English]]>26355ef2-ba2d-493a-b135-163d847d54cchttps://www.bain.com/insights/measuring-covid-19s-impact-on-airline-customer-experience/NPS Prism data reveals that, while safety is the top concern, other “moments of truth” can still matter.Fri, 15 Jan 2021 05:00:00 Z<![CDATA[Measuring Covid-19’s Impact on Airline Customer Experience]]><![CDATA[By Jason Barro, Allan Schulte, Karthik Venkataraman, and Derek Gerow]]>https://www.bain.com/contentassets/ce1439bbe9de4d6aab2f5a0c4106764d/8643_npsprism_in_airlines_16_9.png<![CDATA[multimedia]]><![CDATA[Snap Chart]]><![CDATA[Aviation, Advanced Manufacturing & Services]]><![CDATA[Net Promoter System®]]><![CDATA[English]]>1b515637-6b07-4bfe-b0ac-c26c8a4003b1https://www.bain.com/insights/what-automakers-need-to-know-about-customer-delight-snap-chart/The vehicles matter, but they’re not the entire story. Delivering a great customer experience is equally important in creating happy, loyal customers. Fri, 15 Jan 2021 05:00:00 Z<![CDATA[What Automakers Need to Know about Customer Delight]]><![CDATA[By Jason Barro, Pedro Correa, and Stephan Zech]]>https://www.bain.com/contentassets/11dfcd83a5394dc293ae28bd2f855b1b/nps-prism-in-auto-16-9.png<![CDATA[multimedia]]><![CDATA[Snap Chart]]><![CDATA[Automotive, Advanced Manufacturing & Services]]><![CDATA[Customer Experience, Net Promoter System®]]><![CDATA[English]]>8a57170c-9bcd-4ffa-9a80-d323acb754cehttps://www.bain.com/insights/a-digital-reckoning-for-insurance-companies/With consumers relying more on online and mobile tools during the Covid-19 pandemic, can insurers deliver a better digital experience? Mon, 14 Sep 2020 04:00:00 Z<![CDATA[A Digital Reckoning for Insurance Companies]]><![CDATA[By Henrik Naujoks, Harshveer Singh, Camille Goossens, and Andrew Schwedel]]>https://www.bain.com/contentassets/a17e614de45a4235a1ff275b92b4a8f4/digital-reckoning_1440x810.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services, Insurance]]><![CDATA[Customer Experience, Customer Experience Leadership, Customer Episode Design, Applied Technology & AI, Digital Marketing, Automation, Innovation & Design]]><![CDATA[English]]>909abb93-bd48-4541-b259-a95564a7ceafhttps://www.bain.com/insights/customer-experience-tools-in-store-or-branch-sensor/Sensors in stores or branches use such technologies as barcode scanning to enhance in-store customer engagement and blend the physical and digital shopping experiences.Tue, 08 Sep 2020 14:00:00 Z<![CDATA[In-Store or Branch Sensor]]>https://www.bain.com/contentassets/fad2bec4f8a9476bac62feaf130c0e3b/customer-experience-1440x810--in-store-or-branch-sensor.jpg<![CDATA[Customer Experience Tools]]><![CDATA[Customer Experience]]><![CDATA[English]]>19caa61d-94b7-4862-ba8c-8986672b7fa6https://www.bain.com/insights/customer-experience-tools-online-or-mobile-behavior-tracker/With online or mobile trackers, companies identify customer trends and motives through the analysis of web traffic and other digital data. Tue, 08 Sep 2020 14:00:00 Z<![CDATA[Online or Mobile Behavior Tracker]]>https://www.bain.com/contentassets/aa4734234111487cb0155448c6ad4350/customer-experience-1440x810--online-or-mobile-behavior-tracker.jpg<![CDATA[article]]><![CDATA[Customer Experience Tools]]><![CDATA[Customer Experience]]><![CDATA[English]]>85a6e74a-2e72-4ce2-a46b-f85bcb619bf0https://www.bain.com/insights/customer-experience-tools-customer-lifetime-value-model/By knowing the total amount of revenue a person will generate, companies can make better decisions on how to acquire and retain the customer. Tue, 08 Sep 2020 14:00:00 Z<![CDATA[Customer Lifetime Value Model]]>https://www.bain.com/contentassets/d7c0afced56443b7a77c5bffc9d42cd0/customer-experience-1440x810--customer-lifetime-value-model.jpg<![CDATA[Customer Experience Tools]]><![CDATA[Customer Experience, Applied Technology & AI]]><![CDATA[English]]>693dd2c6-b4cc-48e8-8ffe-41340dd3eaeahttps://www.bain.com/insights/customer-experience-tools-customer-acquisition-model/Customer acquisition models automatically identify the best potential leads and set up strategies to convert them into active customers.Tue, 08 Sep 2020 14:00:00 Z<![CDATA[Customer Acquisition Model]]>https://www.bain.com/contentassets/a228731363e949ed9628e29f386f4f27/customer-experience-1440x810--customer-acquisition-model.jpg<![CDATA[Customer Experience Tools]]><![CDATA[Customer Experience]]><![CDATA[English]]>c1d13f15-d151-4ebc-a161-daef15d27076https://www.bain.com/insights/customer-experience-tools-propensity-model/Calculating the likelihood of a prospective or current customer’s next steps helps companies deliver better experiences, reduce churn and build value.Tue, 08 Sep 2020 14:00:00 Z<![CDATA[Propensity Model]]>https://www.bain.com/contentassets/2cfb36ced1564aacaf5f382b9e28ed9a/customer-experience-1440x810--propensity-model.jpg<![CDATA[Customer Experience Tools]]><![CDATA[Customer Experience, Applied Technology & AI]]><![CDATA[English]]>da33450e-1067-40f7-a1ef-fc17f2bb16d1https://www.bain.com/insights/customer-experience-tools-customer-feedback-management/A suite of tools helps companies measure and monitor feedback, which can inform customer strategy. Tue, 08 Sep 2020 14:00:00 Z<![CDATA[Customer Feedback Management]]>https://www.bain.com/contentassets/365efde4d8674051b3ee0030a2d10166/customer-experience-1440x810--customer-feedback-management.jpg<![CDATA[Customer Experience Tools]]><![CDATA[Customer Experience, Applied Technology & AI]]><![CDATA[English]]>badb6cdc-d9e9-43cf-b59a-84142b9dcaa8https://www.bain.com/insights/customer-experience-tools-customer-relationship-management/Companies can organize, automate and synchronize every facet of customer interactions with CRM tools.Tue, 08 Sep 2020 14:00:00 Z<![CDATA[Customer Relationship Management]]>https://www.bain.com/contentassets/86c619f11e344e93be04503b6beede1a/customer-experience-1440x810--customer-relationship-management.jpg<![CDATA[Customer Experience Tools]]><![CDATA[Customer Experience]]><![CDATA[English]]>12fc88f0-483e-44c9-813d-55f680ace7f2https://www.bain.com/insights/customer-experience-tools-sentiment-analysis/Sentiment analysis examines text data to help companies perceive the emotions of their customers or a broader audience.Tue, 08 Sep 2020 14:00:00 Z<![CDATA[Sentiment Analysis]]>https://www.bain.com/contentassets/bcff38d50305455986fa512a3718aefd/customer-experience-1440x810--sentiment-analysis.jpg<![CDATA[Customer Experience Tools]]><![CDATA[Customer Experience, Applied Technology & AI]]><![CDATA[English]]>8861f759-f5b3-4a5f-be46-3817de7f82b8https://www.bain.com/insights/customer-experience-tools-device-sensor/Companies use device sensors to gather real-time data about their interactions with customers.Tue, 08 Sep 2020 14:00:00 Z<![CDATA[Device Sensor]]>https://www.bain.com/contentassets/3ba20941e11544b69e5cea3009df2e22/customer-experience-1440x810--device-sensor.jpg<![CDATA[Customer Experience Tools]]><![CDATA[Internet of Things]]><![CDATA[Customer Experience]]><![CDATA[English]]>5dc3a985-7119-42d8-9666-ee0dffe8bb53https://www.bain.com/insights/customer-experience-tools-personalization-engine/Personalization tools collect data from outside software and use advanced analytics to better understand an individual customer’s needs.Tue, 08 Sep 2020 14:00:00 Z<![CDATA[Personalization Engine]]>https://www.bain.com/contentassets/7306023029c84abea3cf48b06ae80b17/customer-experience-1440x810--personalization-engine.jpg<![CDATA[Customer Experience Tools]]><![CDATA[Customer Experience, Applied Technology & AI]]><![CDATA[English]]>cfc0eab7-d615-4913-9a8b-3883171f16c7https://www.bain.com/insights/customer-experience-tools-net-promoter-system/The Net Promoter System uses customer feedback to help companies embed customer advocacy throughout the business and create a foundation for growth.Tue, 08 Sep 2020 14:00:00 Z<![CDATA[Net Promoter System℠]]>https://www.bain.com/contentassets/2d9e42dd26c74f1dbfd1b019d4549fc8/customer-experience-1440x810--nps.jpg<![CDATA[Customer Experience Tools]]><![CDATA[Customer Experience]]><![CDATA[English]]>0301c494-4796-4762-82a4-10267d6063f9https://www.bain.com/insights/customer-experience-tools-customer-self-service-portal/Customers can perform routine tasks and obtain information digitally without having to interact with an employee. Tue, 08 Sep 2020 14:00:00 Z<![CDATA[Customer Self-Service Portal]]>https://www.bain.com/contentassets/589edc2043fc46dab6d28a8db9783dc0/customer-experience-1440x810--customer-self-service-portal.jpg<![CDATA[Customer Experience Tools]]><![CDATA[Customer Experience, Applied Technology & AI]]><![CDATA[English]]>9448ed0e-86c8-451d-899b-3fc1b41bf1e0https://www.bain.com/insights/customer-experience-tools-authentication/Detecting such features as fingerprints and voice, authentication tools can reliably identify users and improve the customer experience, while reducing cost and fraud.Tue, 08 Sep 2020 14:00:00 Z<![CDATA[Authentication]]>https://www.bain.com/contentassets/f2e22d5420604261a000afc7444a7dab/customer-experience-1440x810--authentication.jpg<![CDATA[Customer Experience Tools]]><![CDATA[Cybersecurity]]><![CDATA[Customer Experience, Applied Technology & AI]]><![CDATA[English]]>4fcca536-e6dd-4b45-901f-f21b62a5ee93https://www.bain.com/insights/customer-experience-tools-chatbot-or-voice-bot/Conversational agents simulate human interactions with customers and perform interactive voice or text conversations with customers.Tue, 08 Sep 2020 14:00:00 Z<![CDATA[Chatbot or Voicebot]]>https://www.bain.com/contentassets/3a23ba6a1c654428b97b39668e02ea30/customer-experience-1440x810--chatbot-or-voicebot.jpg<![CDATA[Customer Experience Tools]]><![CDATA[Customer Experience]]><![CDATA[English]]>25071344-7893-4e81-a178-c858ebb1ca8dhttps://www.bain.com/insights/customer-experience-tools-conversion-rate-optimization/Companies can analyze behavior on their websites, then enhance the content and user experience to convert more visitors into customers or leads. Tue, 08 Sep 2020 14:00:00 Z<![CDATA[Conversion Rate Optimization]]>https://www.bain.com/contentassets/47afd6c71ff349fcaacdba2b70f3e307/customer-experience-1440x810--conversion-rate-optimization.jpg<![CDATA[Customer Experience Tools]]><![CDATA[Customer Experience]]><![CDATA[English]]>eab168d5-3801-43db-ba39-e771b3f078abhttps://www.bain.com/insights/customer-experience-tools-wearable-sensor/Sensors worn directly by users measure such things as heart rate and activity, reinventing how humans interact with computers.Tue, 08 Sep 2020 14:00:00 Z<![CDATA[Wearable Sensor]]>https://www.bain.com/contentassets/e7f1dd823f5346fc99ff9f84315b1f39/customer-experience-1440x810--wearable-sensor.jpg<![CDATA[Customer Experience Tools]]><![CDATA[Customer Experience]]><![CDATA[English]]>96fc0d09-664e-4af1-b0b4-7d2054613254https://www.bain.com/insights/customer-experience-tools-customer-segmentation/Companies can separate a market into discrete customer groups, creating a way to identify underserved segments and develop unique products and services.Tue, 08 Sep 2020 14:00:00 Z<![CDATA[Customer Segmentation]]>https://www.bain.com/contentassets/65b36aed94dc40588b80ff86c5a8e5ee/customer-experience-1440x810--customer-segmentation.jpg<![CDATA[article]]><![CDATA[Customer Experience Tools]]><![CDATA[Customer Experience]]><![CDATA[English]]>130806e2-b19c-40ac-b5f6-f05284806d0chttps://www.bain.com/insights/customer-experience-tools-next-best-action-model/Powered by artificial intelligence, next-best-action models recommend what a sales or service person should do with a customer in real time.Tue, 08 Sep 2020 14:00:00 Z<![CDATA[Next-Best-Action Model]]>https://www.bain.com/contentassets/11676db5633c4df597d547ef63d4cc69/customer-experience-1440x810--next-best-action-model.jpg<![CDATA[Customer Experience Tools]]><![CDATA[Customer Experience, Applied Technology & AI]]><![CDATA[English]]>3c568074-a08f-4398-bf5b-559a73394740https://www.bain.com/insights/customer-experience-tools-predictive-forecasting-or-scheduling/By analyzing current and historical data, companies can better predict future demand or supply, as well as functional and operational metrics.Tue, 08 Sep 2020 14:00:00 Z<![CDATA[Predictive Forecasting or Scheduling]]>https://www.bain.com/contentassets/338babb7f43449409fb45589d2f72afd/customer-experience-1440x810--predictive-forecasting.jpg<![CDATA[Customer Experience Tools]]><![CDATA[Customer Experience, Applied Technology & AI]]><![CDATA[English]]>d2f2b49d-fc5a-4083-b361-54bb65415d19https://www.bain.com/insights/customer-experience-tools-augmented-or-virtual-reality/While the technologies are in early stages of adoption, new possibilities for virtual and augmented reality tools are emerging.Tue, 08 Sep 2020 14:00:00 Z<![CDATA[Augmented or Virtual Reality]]>https://www.bain.com/contentassets/bbab383634504aa7872e5876b852f803/customer-experience-1440x810--augmented-or-virtual-reality.jpg<![CDATA[Customer Experience Tools]]><![CDATA[Customer Experience, Innovation & Design, Applied Technology & AI]]><![CDATA[English]]>ae5503bd-b6aa-4384-83ab-db50e7eb04bahttps://www.bain.com/insights/customer-experience-tools-customer-journey-mapping-and-analytics/Companies can use “journey maps” to visualize each potential interaction with a customer, then use the data to create a holistic view of the customer. Tue, 08 Sep 2020 14:00:00 Z<![CDATA[Customer Journey Mapping and Analytics ]]>https://www.bain.com/contentassets/7bf021378ffa4d649fdabbbec932c6ec/customer-experience-1440x810--customer-journey-mapping.jpg<![CDATA[Customer Experience Tools]]><![CDATA[Customer Experience, Applied Technology & AI]]><![CDATA[English]]>dba4d067-6d85-4c1d-97f5-65a06a9fb4d5https://www.bain.com/insights/customer-experience-tools-customer-experience-dashboard/Customer experience dashboards mine various sources to create a consolidated view of vital customer data. Tue, 08 Sep 2020 14:00:00 Z<![CDATA[Customer Experience Dashboard]]>https://www.bain.com/contentassets/3b654270cc5d414081a7243b15be4e32/customer-experience-1440x810--customer-experience-dashboard.jpg<![CDATA[Customer Experience Tools]]><![CDATA[Customer Experience, Applied Technology & AI]]><![CDATA[English]]>6bb745a3-333c-49f3-aa29-ac2b38b7c5c7https://www.bain.com/insights/customer-experience-tools-data-privacy-management/Privacy management tools address growing government regulation and public concerns over data security.Tue, 08 Sep 2020 14:00:00 Z<![CDATA[Data Privacy Management]]>https://www.bain.com/contentassets/59a1492b37ce47c5be8468ddc9e896db/customer-experience-1440x810--data-privacy-management.jpg<![CDATA[Customer Experience Tools]]><![CDATA[Customer Experience]]><![CDATA[English]]>3124f002-49cf-47f8-aad7-c607f5de0292https://www.bain.com/insights/customer-experience-tools-workflow-automation/Workflow automation makes processes run with minimal human assistance, improving the quality and cost of the customer experience. Tue, 08 Sep 2020 14:00:00 Z<![CDATA[Workflow Automation]]>https://www.bain.com/contentassets/7f6864da4aa742098481d087bd419909/customer-experience-1440x810--workflow-automation.jpg<![CDATA[Customer Experience Tools]]><![CDATA[Customer Experience, Applied Technology & AI]]><![CDATA[English]]>fd74db3e-912b-4857-92f8-15b3c180d880https://www.bain.com/insights/customer-experience-tools-and-trends-2020-let-no-tool-stand-alone/Our 2020 survey finds that the most successful companies integrate their CX tools into an overall management system.Tue, 08 Sep 2020 13:30:00 Z<![CDATA[Customer Experience Tools and Trends: Let No Tool Stand Alone]]><![CDATA[By Gerard du Toit, James Anderson, and Richard Hatherall]]>https://www.bain.com/contentassets/c312eddd552442d49f442b1c7e397b50/gettyimages-758281565-16-9.jpg<![CDATA[brief]]><![CDATA[Report]]><![CDATA[Customer Experience, Customer Episode Design, Customer Experience Leadership, Net Promoter System®, Customer Value Management, Applied Technology & AI]]><![CDATA[English]]>53103af6-8842-4b1e-aba7-96e2ce1f0a02https://www.bain.com/insights/from-analysts-and-marketers-to-analytic-marketers-a-conversation-with-mike-mickunas-video/Bain Partner Cesar Brea discusses the evolution of marketing analytics with Mike Mickunas, former global vice president of insights and analytics at Kellogg’s.Fri, 28 Aug 2020 04:00:00 Z<![CDATA[From Analysts and Marketers to Analytic Marketers]]><![CDATA[By Cesar Brea]]>https://www.bain.com/contentassets/43364d632fe84da8995d5c122cd60c3c/final_execconv_brea.mickunas_1440x810.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Consumer Products]]><![CDATA[Sales and Marketing, Customer Experience, Digital Marketing, Modern Marketing]]><![CDATA[English]]>f6513601-91c4-407e-925c-9ad28217d9cahttps://www.bain.com/insights/covid-19-turbocharged-adoption-of-online-grocery-shopping-video/Bain Partner Marc-André Kamel appeared on CNBC to discuss the rapid transformation of the grocery industry amid the Covid-19 pandemic.Wed, 15 Jul 2020 04:00:00 Z<![CDATA[Covid-19 Turbocharged Adoption of Online Grocery Shopping]]><![CDATA[By Marc-André Kamel]]>https://www.bain.com/contentassets/68acdb1a0f544c6ca415e5cef06c9854/kamel-online-grocery-16x9.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Retail, Grocery]]><![CDATA[Customer Experience]]><![CDATA[English]]>4fcfa8a7-7c97-4d0e-a0e0-3083dd184fd3https://www.bain.com/insights/everyone-wants-a-piece-of-consumer-finance-in-europe/The Covid-19 pandemic is likely to slow volume growth to the low-to-mid single digits until 2023.Tue, 14 Jul 2020 20:00:00 Z<![CDATA[Everyone Wants a Piece of Consumer Finance in Europe]]><![CDATA[By Nikola Glusac and Alexander Leinemann]]>https://www.bain.com/contentassets/6624da063ab149b4b12f9abaee5c6ead/consumer-finance-in-europe_16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services, Banking]]><![CDATA[Customer Experience, Innovation & Design, Venture Ecosystem, Applied Technology & AI]]><![CDATA[English]]>c1eb692f-59b3-4420-b915-7c0741c3b023https://www.bain.com/insights/insurers-now-need-bigger-bolder-digital-moves/Covid-19 creates an imperative for companies to accelerate their digital agenda, due to shifts in customer behavior and increased cost pressures on the industry. Tue, 14 Jul 2020 19:00:00 Z<![CDATA[Insurers Now Need Bigger, Bolder Digital Moves]]><![CDATA[By Mario Conde, Andrew Schwedel, and Tanja Brettel]]>https://www.bain.com/contentassets/a1f2fa2591fc4ea480caa868b2b29702/insurers-bolder-digital-moves_16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services, Insurance]]><![CDATA[Customer Experience, Strategy, Business Strategy, Applied Technology & AI, Innovation & Design, Automation, Venture Ecosystem]]><![CDATA[English]]>8ca6f0bc-cd56-44da-b4f8-fffb6cfa151chttps://www.bain.com/insights/how-to-ramp-up-online-grocery-without-breaking-the-bank/Now that Covid-19 has accelerated demand for deliveries and pickups, grocers urgently need e-commerce to start paying its way.Thu, 09 Jul 2020 12:00:00 Z<![CDATA[How to Ramp Up Online Grocery—without Breaking the Bank]]><![CDATA[By Marc-André Kamel, Joëlle de Montgolfier, Stephen Caine, Jonathon Ringer, and Stephanie Koszyk]]>https://www.bain.com/contentassets/5638f360e7044067ae7fd2f4ea03d208/gettyimages-1218213321-16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Retail, Grocery]]><![CDATA[Customer Experience, Applied Technology & AI]]><![CDATA[English]]>550eee75-7396-40f5-84c0-2588c6411290https://www.bain.com/insights/the-next-five-years-in-online-grocery-snap-chart/Amid the pandemic, adoption has accelerated by two to five years in the US and Western Europe, according to new Bain research.Thu, 09 Jul 2020 04:00:00 Z<![CDATA[The Next Five Years in Online Grocery: Going Mainstream, Fast]]><![CDATA[By Stephanie Koszyk and Joëlle de Montgolfier]]>https://www.bain.com/contentassets/82da69f0410f4620835f0d56d7cdf323/online-grocery-by-country_us_online-grocery-promo-16_9.png<![CDATA[multimedia]]><![CDATA[Snap Chart]]><![CDATA[Grocery, Retail]]><![CDATA[Customer Experience]]><![CDATA[English]]>3a06029d-3f8a-44cb-be70-bada1b62e7f0https://www.bain.com/insights/tune-retune-your-offering-for-post-covid-19-world-snap-chart/As customers’ priorities evolve, companies need to sense those shifts and quickly adjust their offerings. Thu, 09 Jul 2020 04:00:00 Z<![CDATA[Tune and Retune Your Offering for a Post–Covid-19 World]]><![CDATA[By Dianne Ledingham, Jamie Cleghorn, and Mark Brinda]]>https://www.bain.com/contentassets/cdee21223d104a2fbdecf3c8b660a35b/7883_tune_and_retune_promo__16x9.png<![CDATA[multimedia]]><![CDATA[Snap Chart]]><![CDATA[Sales and Marketing, Go-to-Market Strategy, Product & Portfolio Management, Customer Experience]]><![CDATA[English]]>25d9af4b-66ce-4766-8183-153779fc421dhttps://www.bain.com/insights/european-utilities-revisit-channel-strategy-in-the-covid-19-era/Lockdowns spurred more digital engagement with customers, speeding up a process already underway.Thu, 02 Jul 2020 16:00:00 Z<![CDATA[European Utilities Revisit Channel Strategy in the Covid-19 Era]]><![CDATA[By Alessandro Cadei, Olga Muscat, Rosangela Pacifico, and Andrea Beccia]]>https://www.bain.com/contentassets/e273eed278f04ef3bc75bd5ecb60ed13/eurpoean-utilities-revisit-channel-strategy-16-9.jpg<![CDATA[article]]><![CDATA[Article]]><![CDATA[Utilities & Renewables, Energy & Natural Resources]]><![CDATA[Customer Experience, Sales and Marketing, Sustainability]]><![CDATA[English]]>ec716cf1-b38a-455e-85ae-48f63c239474https://www.bain.com/insights/the-essential-guide-to-post-covid-19-consumers-video/Global interviews reveal what’s on consumers’ minds, with lessons for businesses. Wed, 17 Jun 2020 04:00:00 Z<![CDATA[The Essential Guide to Post–Covid-19 Consumers]]><![CDATA[By Sarah Dey Burton, Amanda Howe, and Eric Almquist]]>https://www.bain.com/contentassets/4b74d9d97bf54fbeba36c3ff88157979/covid-consumers-video-1440x810.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Consumer Products, Retail, Financial Services, Consumer-led Brand Growth]]><![CDATA[Customer Experience, Sales and Marketing, Brand Strategy]]><![CDATA[English]]>71566c13-c70b-401a-956c-359606cbe78ehttps://www.bain.com/insights/digital-service-acceleration-during-the-crisis-and-beyond-webinar/Bain's Jens Engelhardt and Sébastien Meeus discuss how companies can speed up the transformation of their digital customer experiences to thrive in the future. Mon, 15 Jun 2020 04:00:00 Z<![CDATA[Digital Service Acceleration during the Crisis and Beyond]]><![CDATA[By Jens Engelhardt and Sébastien Meeus]]>https://www.bain.com/contentassets/8408c945bfb0499a951c98009aaa0c58/digitial-service-acceleration-webinar-1440-x-810.png<![CDATA[Webinar]]><![CDATA[Webinar]]><![CDATA[Customer Experience, Customer Episode Design]]><![CDATA[English]]>b46810b2-caec-403f-bb6e-d128b27bde65https://www.bain.com/insights/covids-unexpected-impact-in-banking/Some superregionals are keeping up with the digital natives.Tue, 26 May 2020 13:00:00 Z<![CDATA[Covid’s Unexpected Impact in Banking]]><![CDATA[By Rob Markey, Jason Barro, and Joe Fielding]]>https://www.bain.com/contentassets/086a98c72eec403db4fd57028d9fc5ec/nps-prism-reveals-progress-of-banking_1440x810.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services, Banking]]><![CDATA[Customer Experience Leadership, Innovation & Design, Applied Technology & AI]]><![CDATA[English]]>0220e2fc-835e-410a-8195-c7c37ad56313https://www.bain.com/insights/covid-19-inspiring-employees-during-the-crisis-and-beyond-webinar/Bain partners Russ Hagey and Phil Sager provide insight on how companies can increase employee morale in times of crisis and beyond. Thu, 21 May 2020 04:00:00 Z<![CDATA[Covid-19: Inspiring Employees during the Crisis and Beyond]]><![CDATA[By Russ Hagey and Phil Sager]]>https://www.bain.com/contentassets/6daa5ba44c55416a9595bf79bc2437a0/cus-3-1440-x-810v4.png<![CDATA[Webinar]]><![CDATA[Webinar]]><![CDATA[Sales and Marketing, Customer Experience]]><![CDATA[English]]>5e8ebe91-7072-48b1-8609-094ce693025ahttps://www.bain.com/insights/how-can-marketers-keep-up/Covid-19 has raised the value of faster decision making informed by a test-and-learn approach. Wed, 06 May 2020 16:00:00 Z<![CDATA[As Consumers’ Priorities Change Quickly, How Can Marketers Keep Up?]]><![CDATA[By Christine Removille and Francine Gierak]]>https://www.bain.com/contentassets/d3de15c6741b4bba92614778af1a9861/marketing-decision-making_1440x810.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Consumer Products, Retail]]><![CDATA[Sales and Marketing, Customer Experience, Digital Marketing, Applied Technology & AI]]><![CDATA[English]]>740bd717-f9d3-4aa7-832f-7d805516d34ehttps://www.bain.com/insights/serving-customers-in-times-of-uncertainty-video/Bain Partner Darci Darnell provides insight on how companies can best serve their customers, both now and in the future. Fri, 01 May 2020 04:00:00 Z<![CDATA[Serving Customers in Times of Uncertainty]]><![CDATA[By Darci Darnell]]>https://www.bain.com/contentassets/a3c5ec68f83842a2b3c65114d5bc19dc/darnell-customer-1440x810.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Customer Experience, Sales and Marketing]]><![CDATA[English]]>43c1f38c-ee92-4b94-9328-42baa7139cd4https://www.bain.com/insights/are-banks-prepared-to-take-customers-financial-health-seriously/A manifesto for providing people with the right tools to meet their financial needs. Fri, 24 Apr 2020 19:30:00 Z<![CDATA[Are Banks Prepared to Take Customers’ Financial Health Seriously?]]><![CDATA[By Herman Spruit and Alastair Campbell]]>https://www.bain.com/contentassets/d07cf6f1952747c3b1b85d94bef7d5bd/banks-are-prepared-to-take-customers_16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services, Banking]]><![CDATA[Customer Experience, Net Promoter System®, Brand Strategy]]><![CDATA[English]]>f6c7fb87-7b9d-4138-a443-294928851824https://www.bain.com/insights/leadership-in-a-crisis-is-about-connection-and-trust-nps-podcast/General Stanley McChrystal, CEO of McChrystal Group, shares battle-tested lessons about connection, trust and leadership in a time of crisis.Thu, 23 Apr 2020 15:00:00 Z<![CDATA[Leadership in a Crisis Is about Connection and Trust]]><![CDATA[By Rob Markey]]>https://www.bain.com/contentassets/6a320ee7acab4844b303e67d65349069/mcchrystal_16-9.jpg<![CDATA[multimedia]]><![CDATA[The Customer Confidential Podcast]]><![CDATA[Net Promoter System®]]><![CDATA[English]]>ae1e1cfc-9474-451f-9d6b-36fe452b8135https://www.bain.com/insights/covid-19-coming-out-of-crisis-stronger-accelerating-digital-webinar/Gerard du Toit and Michael Brookshire share their insights on what companies should be doing in terms of their digital capabilities. Fri, 17 Apr 2020 04:00:00 Z<![CDATA[Covid-19: Coming Out of the Crisis Stronger by Accelerating Digital]]><![CDATA[By Gerard du Toit and Michael Brookshire]]>https://www.bain.com/contentassets/b33c1dc2a0a64bf6aeae9904018f7440/du-toit-brookshire--16.9b.png<![CDATA[Webinar]]><![CDATA[Webinar]]><![CDATA[Customer Experience, Customer Episode Design]]><![CDATA[English]]>e6e6feac-cc9c-4044-9056-6ac1d36e328ahttps://www.bain.com/insights/covid19-macroeconomic-impact-customer-continuity-webinar/Bain's Karen Harris and Darci Darnell share their perspectives on how companies can inspire employees and serve customers amid the Covid-19 pandemic.Thu, 09 Apr 2020 04:00:00 Z<![CDATA[Covid-19: Macroeconomic Impact and Customer Continuity]]><![CDATA[By Karen Harris and Darci Darnell]]>https://www.bain.com/contentassets/91dca23958a348d6aae0ab5535db6c77/harris-darnell-16.9b.png<![CDATA[Webinar]]><![CDATA[Webinar]]><![CDATA[Sales and Marketing, Customer Experience]]><![CDATA[English]]>2ce351d2-55a3-41a3-8b48-0588afa7a7bahttps://www.bain.com/insights/are-you-covered-insurance-executive-checklist-handle-covid19-turmoil/Insurers need to support employees and agents in their remote work, pressure-test IT systems and get closer to customers.Tue, 07 Apr 2020 13:00:00 Z<![CDATA[Are You Covered? An Insurance Executive’s Checklist to Handle the Covid-19 Turmoil]]><![CDATA[By Andrew Schwedel, Marcello Pallotta, and Henrik Naujoks]]>https://www.bain.com/contentassets/edd843f4edd149ffb9d1851682c074cc/covid-and-insurance_16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services, Insurance]]><![CDATA[Accelerated Performance Transformation, Applied Technology & AI, Customer Experience, Transformation]]><![CDATA[English]]>10f0678b-274f-4745-998d-4be497bc92f0https://www.bain.com/insights/how-to-come-out-stronger-from-covid19-crisis/The ongoing shift to digital customer experience just hit fast-forward. Here are the components for a bold plan to catch up to changing customer behavior.Wed, 01 Apr 2020 13:00:00 Z<![CDATA[How to Come Out Stronger from the Covid-19 Crisis: Accelerate Simple and Digital]]><![CDATA[By Gerard du Toit, Frédéric Debruyne, Karsten Fruechtl, and Michael Brookshire]]>https://www.bain.com/contentassets/69806b427d0d4c7f8cf3943714c3fb67/gettyimages-990909558-16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Customer Experience, Applied Technology & AI, Innovation & Design, Digital Marketing, Automation]]><![CDATA[English]]>53bebcfb-c7f4-47cf-8a28-f1802e1572ffhttps://www.bain.com/insights/retain-or-grow-whats-the-right-customer-success-model-for-your-software-company/A clear understanding of customer service goals helps determine where the function should sit in a company.Mon, 30 Mar 2020 20:00:00 Z<![CDATA[Retain or Grow: What’s the Right Customer Success Model for Your Software Company? ]]><![CDATA[By Simon Heap, Jonathan Frick, and Greg Fiore]]>https://www.bain.com/contentassets/2f36974a7a4c4a91af787473109154f6/1-retain-or-grow-1440x810.jpg<![CDATA[article]]><![CDATA[Article]]><![CDATA[Technology, Software]]><![CDATA[Customer Experience]]><![CDATA[English]]>6dae3f0d-70eb-4b69-a718-6325fc8505f7https://www.bain.com/insights/cx-leader-checklist-covid-19-infographic/The coronavirus pandemic is reshaping how customers and businesses interact, especially on digital platforms. This checklist can help CX leaders map a path forward.Thu, 26 Mar 2020 04:00:00 Z<![CDATA[A Customer Experience Leader’s Checklist for Responding to Covid-19]]><![CDATA[By Gerard du Toit and Frédéric Debruyne]]>https://www.bain.com/contentassets/e575cb4aafe349a0830fff6c4a4217fd/cx-leader-checklistv2-16x9.png<![CDATA[multimedia]]><![CDATA[Infographic]]><![CDATA[Customer Experience, Service Operations]]><![CDATA[English]]>9c80c6c5-5aad-4809-8ef0-39f884d4d369https://www.bain.com/insights/beyond-branch-customer-journeys-banking-video/Les Matheson of Royal Bank of Scotland outlines radical internal changes that helped the company better serve customers in a digital world.Wed, 25 Mar 2020 04:00:00 Z<![CDATA[Beyond the Branch: Customer Journeys in Banking]]>https://www.bain.com/contentassets/ef128d8817734d4091733967bf2db29c/matheson-customer-journey-16x9.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Financial Services]]><![CDATA[Customer Experience, Accelerated Performance Transformation]]><![CDATA[English]]>97326901-14ae-4547-a9ad-2b3830577a33https://www.bain.com/insights/customers-and-employees-need-your-empathy/Your company’s actions during this crisis will demonstrate to people whether your relationships with them are genuine. Tue, 24 Mar 2020 20:00:00 Z<![CDATA[Customers and Employees Need Your Empathy]]><![CDATA[By Rob Markey and Maureen Burns]]>https://www.bain.com/contentassets/d720eb1a31d44ca685a19621b4851d51/gettyimages-1134461939_16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Customer Experience, Operating Model & Org Design, Net Promoter System®]]><![CDATA[English]]>17377cdf-12b4-4d16-a891-d825b5959b4fhttps://www.bain.com/insights/put-your-customers-and-employees-first-during-the-coronavirus-crisis/Companies that demonstrate genuine empathy and competence amid the Covid-19 pandemic could emerge in a stronger position. Fri, 20 Mar 2020 22:00:00 Z<![CDATA[Put Your Customers and Employees First during the Coronavirus Crisis]]><![CDATA[By Darci Darnell, Fleur van Beem, and Richard Hatherall]]>https://www.bain.com/contentassets/96751bf13e484e25aa638811c48ce0be/in-an-anxious-time-16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Customer Experience, Innovation & Design, Digital Marketing, Applied Technology & AI]]><![CDATA[English]]>13da6bc2-704e-409e-a454-16fbb03c1e9dhttps://www.bain.com/insights/les-matheson-customer-centric-bank-video/The Royal Bank of Scotland executive discusses how the company cultivated a culture of customer obsession. Wed, 18 Mar 2020 04:00:00 Z<![CDATA[Les Matheson on the Customer-Centric Bank]]>https://www.bain.com/contentassets/992a344eb957498e99fb162bdcfe5891/matheson-customer-centric-bank-16x9.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Financial Services]]><![CDATA[Customer Episode Design, Applied Technology & AI, Innovation & Design]]><![CDATA[English]]>7c173d59-b939-40e6-8be9-f0df70274c19https://www.bain.com/insights/why-customer-loyalty-beats-quarterly-earnings-snap-chart/Across industries, companies that prioritize customer relationships deliver outsize growth.Fri, 21 Feb 2020 05:00:00 Z<![CDATA[Why Customer Loyalty Beats Quarterly Earnings]]><![CDATA[By Rob Markey]]>https://www.bain.com/contentassets/e51308497d8e4cdc893c0ea13a0c7e22/loyalty-leaders-16.9.png<![CDATA[multimedia]]><![CDATA[Snap Chart]]><![CDATA[Customer Experience, Net Promoter System®]]><![CDATA[English]]>3c600da8-fe2b-454e-a285-a76b2a9b5bffhttps://www.bain.com/insights/the-future-of-retail-a-survival-guide-for-regional-grocers/How to thrive in spite of a mounting scale disadvantage.Thu, 13 Feb 2020 20:00:00 Z<![CDATA[The Future of Retail: A Survival Guide for Regional Grocers]]><![CDATA[By Stephen Caine, Wes Janson, Karl Zimmermann, and Kyle Goldman]]>https://www.bain.com/contentassets/a44434afa47b4cc6b36485b957226cc2/the-future-of-retail-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Grocery]]><![CDATA[Accelerated Performance Transformation, Customer Experience, Applied Technology & AI]]><![CDATA[English]]>6dd53554-a4e2-40e0-aa65-d66a9ccfa818https://www.bain.com/insights/the-insurance-opportunity-in-connected-devices-video/Devices that help monitor health, autos and homes offer insurers new way to attract and retain customers.Wed, 29 Jan 2020 05:00:00 Z<![CDATA[The Insurance Opportunity in Connected Devices]]><![CDATA[By Andrew Schwedel and Henrik Naujoks]]>https://www.bain.com/contentassets/029a1b63097642f7b1eda095412c4276/connected-devices-16x9.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Financial Services, Insurance]]><![CDATA[Net Promoter System®]]><![CDATA[English]]>afea289c-a51d-40d4-a4de-3868a5c46dc4https://www.bain.com/insights/connected-devices-changing-insurance-infographic/As customer churn rises, smart insurers are focusing on connectivity, digitalization and a thorough understanding of millennials.Tue, 28 Jan 2020 05:00:00 Z<![CDATA[How Connected Devices Are Changing Insurance]]>https://www.bain.com/contentassets/0dc4ac08e8a34ace9052be996fb11b8f/connecteddeviceschanginginsurancepromov2_16x9.png<![CDATA[multimedia]]><![CDATA[Infographic]]><![CDATA[Financial Services, Insurance]]><![CDATA[Customer Experience, Net Promoter System®]]><![CDATA[English]]>6464975e-0a3b-4819-9833-c60bea00d97dhttps://www.bain.com/insights/an-investors-view-of-customer-value-story/Some investors now incorporate customer value into their traditional valuation models. Here's how they can calculate a company's customer assets.Mon, 16 Dec 2019 05:00:00 Z<![CDATA[An Investor's View of Customer Value]]>https://www.bain.com/contentassets/aacc0537d0bf434da8adbc49ccf51279/cv-1440x810-08.png<![CDATA[multimedia]]><![CDATA[Interactive]]><![CDATA[Customer Value Management, Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>94d661e9-6e7f-4f7b-9ab5-0e2faa26a681https://www.bain.com/insights/are-you-undervaluing-your-customers-hbr/It's time to start measuring and managing their worth.Mon, 16 Dec 2019 05:00:00 Z<![CDATA[Are You Undervaluing Your Customers?]]><![CDATA[By Rob Markey]]>/globalassets/insights/trade-and-top-tier-logo-tiles/hbr-1440x810.jpg<![CDATA[article]]><![CDATA[Harvard Business Review]]><![CDATA[Customer Value Management, Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>1901dbe2-7bf1-478c-b055-506f76c88108https://www.bain.com/insights/tech-companies-gain-ground-with-banking-customers-slideshow/Bain’s global survey details the appeal of fintechs, especially among younger consumers.Mon, 25 Nov 2019 12:45:00 Z<![CDATA[Tech Companies Gain Ground with Banking Customers]]><![CDATA[By Gerard du Toit, Katrina Cuthell, and Stanford Swinton]]>https://www.bain.com/contentassets/89dcf62951d546c3b61583dd42f57b41/technology-companies-banking-16-9.png<![CDATA[multimedia]]><![CDATA[Snap Chart]]><![CDATA[Banking]]><![CDATA[Customer Experience]]><![CDATA[English]]>6c49e353-2689-4948-9230-69629b2fffc0https://www.bain.com/insights/todays-traveler-infinite-paths-to-purchase/How customer-led travel brands master the complexity of the online booking journey.Mon, 25 Nov 2019 12:00:00 Z<![CDATA[Today’s Traveler: Infinite Paths to Purchase]]><![CDATA[By Phil Kleweno, Karthik Venkataraman, and Laura Beaudin]]>https://www.bain.com/contentassets/6fe224e473f84aa3b778f7d1a7475534/gettyimages-1028022696-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Retail, Travel & Leisure]]><![CDATA[Customer Experience]]><![CDATA[English]]>bdd84019-4fdf-4ddc-8795-878986cdcfd4https://www.bain.com/insights/what-loyalty-leading-banks-do-differently-slideshow/Bain’s global survey reveals consumer preferences and how those flow through to lower costs and higher revenues.Mon, 25 Nov 2019 11:45:00 Z<![CDATA[What Loyalty-Leading Banks Do Differently]]><![CDATA[By Gerard du Toit, Katrina Cuthell, and Stanford Swinton]]>https://www.bain.com/contentassets/8efc174af9ce470fb1aa08c062a4bc7e/loyalty-leading-banks-16-9.png<![CDATA[multimedia]]><![CDATA[Snap Chart]]><![CDATA[Banking]]><![CDATA[Customer Experience, Accelerated Performance Transformation, Net Promoter System®]]><![CDATA[English]]>c56f777b-ea6b-40af-a812-b2c1bdee1598https://www.bain.com/insights/as-retail-banks-leak-value-heres-how-they-can-stop-it/Bain’s 2019 global customer loyalty in retail banking report shows why customers increasingly embrace technology firms for banking products. Mon, 18 Nov 2019 14:00:00 Z<![CDATA[As Retail Banks Leak Value, Here's How They Can Stop It]]><![CDATA[By Gerard du Toit, Katrina Cuthell, and Stanford Swinton]]>https://www.bain.com/contentassets/8695dbc4b02749ffba01cb4f7dcd940b/cover-16_9.jpg<![CDATA[brief]]><![CDATA[Report]]><![CDATA[Banking, Financial Services]]><![CDATA[Customer Experience, Accelerated Performance Transformation, Net Promoter System®]]><![CDATA[English]]>545315d5-8566-49a4-ba1f-9132b6406b09https://www.bain.com/insights/bank-loyalty-2019-infographic/Traditional banks are losing customers to digital insurgents and may not even know it. Here's how banks can fight back.Mon, 18 Nov 2019 12:00:00 Z<![CDATA[How Banks Can Stop Hidden Defections]]>https://www.bain.com/contentassets/847d79bdaa9a45bebd845780ef0784df/bankloyaltypromo_16x9.png<![CDATA[multimedia]]><![CDATA[Infographic]]><![CDATA[Financial Services, Banking]]><![CDATA[Customer Experience, Accelerated Performance Transformation, Net Promoter System®]]><![CDATA[English]]>ce8a4320-5fa2-4cf0-871d-771bcf423ff7https://www.bain.com/insights/customer-success-tech-infographic/How technology vendors can make sure their customers are capturing the most value from their products and servicesMon, 11 Nov 2019 05:00:00 Z<![CDATA[What Separates Customer Success Leaders in Tech?]]>https://www.bain.com/contentassets/2e961868518141e3b55df1549d1e62ac/customer-success-in-tech-16_9.png<![CDATA[multimedia]]><![CDATA[Infographic]]><![CDATA[Technology, Software]]><![CDATA[Customer Experience, Go-to-Market Strategy]]><![CDATA[English]]>5724d357-3ee5-46c0-bd7a-051d50027e31https://www.bain.com/insights/media-streaming-infographic/Traditional media companies must fix their data and branding problems to compete against digital natives.Fri, 01 Nov 2019 04:00:00 Z<![CDATA[How Hollywood Can Save the Day in a Streaming World]]>https://www.bain.com/contentassets/d6da525ce4e7468883fa46db513bd409/mediastreamingpromo16x9.png<![CDATA[multimedia]]><![CDATA[Infographic]]><![CDATA[Media & Entertainment, Private Equity]]><![CDATA[Sales and Marketing, Applied Technology & AI, Customer Experience, Modern Marketing, Brand Strategy]]><![CDATA[English]]>dedf6eba-57e8-4ec8-8927-b7c724ec4342https://www.bain.com/insights/fulfilling-southeast-asias-digital-financial-services-promise/Solving key challenges could make this a $60 billion business by 2025.Wed, 30 Oct 2019 15:00:00 Z<![CDATA[Fulfilling Southeast Asia’s Digital Financial Services Promise]]><![CDATA[By Florian Hoppe, Aadarsh Baijal, Thomas Olsen, and Usman Akhtar]]>https://www.bain.com/contentassets/710cb5d3aef94f10a31a842b6667fedb/83300505_xl-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services, Banking]]><![CDATA[Business Strategy, Customer Experience]]><![CDATA[English]]>55da3884-6dc0-4c1b-8b25-d893ece0a39fhttps://www.bain.com/insights/why-brands-in-the-uk-win-or-lose-on-customer-experience-slideshow/Bain's UK Consumer Study, the first of its kind, benchmarked the customer experience delivered by more than 190 brands in 15 industries across the country.Wed, 09 Oct 2019 06:45:00 Z<![CDATA[Why Brands in the UK Win or Lose on Customer Experience]]><![CDATA[By Stanford Swinton]]>https://www.bain.com/contentassets/3d8ea6519b7d4b668367eff30f5a9d51/uk-consumer-survey-slideshow-16-9.jpg<![CDATA[multimedia]]><![CDATA[Snap Chart]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>506cfde7-c0fa-4f54-96ef-fc8c1cda3135https://www.bain.com/insights/uk-brands-infographic/UK consumers who give companies a high Net Promoter Score switch less, recommend more and cost less to serve.Wed, 09 Oct 2019 04:00:00 Z<![CDATA[Loyalty in the UK: The Impact of Promoters on Consumer Brands ]]>https://www.bain.com/contentassets/e5121cbb0ff64538ae4f71bd8bd8c5f2/uk_nps_infographic-1440x810.png<![CDATA[multimedia]]><![CDATA[Infographic]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>3d935876-38b0-4da4-be2c-ac63ebf8660fhttps://www.bain.com/insights/insurers_how_to_lead_in_the_new_era_of_connectivity/Bain’s Customer Behavior and Loyalty in Insurance report shows how insurers can win by leveraging connected devices, becoming simple and digital, and understanding millennials.Thu, 26 Sep 2019 17:00:00 Z<![CDATA[Insurers: How to Lead in the New Era of Connectivity]]><![CDATA[By Henrik Naujoks, Andrew Schwedel, Harshveer Singh, and Camille Goossens]]>https://www.bain.com/contentassets/a5e11905a28c41439539591ea4918b84/insurers-how-to-lead-in-the-new-era-of-connectivity-1440x810.jpg<![CDATA[brief]]><![CDATA[Report]]><![CDATA[Financial Services, Insurance]]><![CDATA[Customer Experience, Net Promoter System®]]><![CDATA[English]]>eeb7d2dd-bcaa-4cf0-8e4e-23cd75489166https://www.bain.com/insights/chinas-private-banking-industry-back-to-basics/The sixth China Merchants Bank-Bain China Private Wealth Report tracks how the investment mentality, behavior and segmentation of HNWIs have changed after the recent market turmoil.Fri, 20 Sep 2019 19:00:00 Z<![CDATA[China’s Private Banking Industry: Back to Basics]]><![CDATA[By Jennifer Zeng and John Ott]]>https://www.bain.com/contentassets/95265dca6fbb4875b51019682831e121/china-wealth-report-16-9.png<![CDATA[brief]]><![CDATA[Report]]><![CDATA[Financial Services]]><![CDATA[Corporate Strategy, Modern Marketing, Net Promoter System®]]><![CDATA[English]]>4de86f7d-87da-41a0-9f84-a13bcff18f0ehttps://www.bain.com/insights/how-europes-banks-can-recapture-the-capital-markets-business-at-home/Viewing the business by purpose rather than by product helps bankers determine their next moves to gain profitable market share.Mon, 02 Sep 2019 11:00:00 Z<![CDATA[How Europe’s Banks Can Recapture the Capital Markets Business at Home ]]><![CDATA[By Christian Graf and Thomas Olsen]]>https://www.bain.com/contentassets/606a3b4d654b4e0ab95822bc3d4911bd/banks-recapture-capital-markets_1440x810.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Banking, Financial Services]]><![CDATA[Customer Experience, Go-to-Market Strategy]]><![CDATA[English]]>a7814e18-af86-4f4c-822d-5c0690e03a38https://www.bain.com/insights/customer-experience-matters-for-australias-retailers-slideshow/Bain’s survey of Australian retail finds online growing fast, but sales depend on online customer experience.Fri, 30 Aug 2019 12:00:00 Z<![CDATA[Customer Experience Matters for Australia’s Retailers]]><![CDATA[By Melanie Sanders]]>https://www.bain.com/contentassets/d5ad27dcea73418cbbad8bfa3afd54c2/australia-omnichannel-16-9.png<![CDATA[multimedia]]><![CDATA[Snap Chart]]><![CDATA[Retail]]><![CDATA[Net Promoter System®]]><![CDATA[English]]>f360b556-d012-4be9-b1a1-4cb014df0a71https://www.bain.com/insights/scale-vs-intimacy/The old trade-offs do not cut it in the era of scale insurgency.Wed, 28 Aug 2019 11:00:00 Z<![CDATA[Scale vs. Intimacy]]><![CDATA[By James Allen, James Root, and Andrew Schwedel]]>https://www.bain.com/contentassets/00be8c2b55174fde8ce081eb592024d9/scale-vs-intimacy-1440x810.jpg<![CDATA[article]]><![CDATA[Article]]><![CDATA[Business Strategy, Customer Experience, Brand Strategy, Net Promoter System®]]><![CDATA[English]]>82ec98ca-4803-4153-ba44-9caa2680ac65https://www.bain.com/insights/have-it-both-ways-happy-customers-and-lower-costs/A simpler, more digital experience delivers on both goals. Thu, 22 Aug 2019 13:00:00 Z<![CDATA[Have It Both Ways: Happy Customers and Lower Costs]]><![CDATA[By Richard Hatherall, Priscilla Dell'Orto, and Karsten Fruechtl]]>https://www.bain.com/contentassets/9bf458ce49f5464d8b0a46e1559ed5fa/happy-customers-lower-costs_1440x810.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services, Banking, Insurance]]><![CDATA[Accelerated Performance Transformation, Customer Experience, Net Promoter System®]]><![CDATA[English]]>924c11f2-a689-4bd7-9b5c-d8c1771b6ed3https://www.bain.com/insights/unlocking-value-in-the-sub-saharan-africa-mobile-market/Mobile network operators can avoid the challenges more mature markets have experienced by focusing on their customers.Thu, 08 Aug 2019 18:00:00 Z<![CDATA[Unlocking Value in the Sub-Saharan Africa Mobile Market]]><![CDATA[By John Senior and Stephane Timpano]]>https://www.bain.com/contentassets/495948697c7e47c19c252aa3f3279aae/africa-telcos-16-9.png<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Telecommunications]]><![CDATA[Net Promoter System®]]><![CDATA[English]]>d148b30a-6675-4838-8b7a-7e2cd76a237fhttps://www.bain.com/insights/bank-digital-transformation-infographic/Banks can mobilize customers and employees to speed the transition toward digital tools. Tue, 06 Aug 2019 04:00:00 Z<![CDATA[Moving Banking Customers to Digital]]>https://www.bain.com/contentassets/7348a43f60f8479c992c5524ef8aa307/bankdigitaltransformationpromo_16x9.png<![CDATA[multimedia]]><![CDATA[Infographic]]><![CDATA[Financial Services]]><![CDATA[Applied Technology & AI, Customer Experience]]><![CDATA[English]]>8520ed84-b849-46a6-816c-5c9771e2cf72https://www.bain.com/insights/what-delights-and-disappoints-electricity-customers-snap-chart/To improve customer experience, utility executives are learning which interactions leave customers happy or frustrated. Wed, 31 Jul 2019 20:00:00 Z<![CDATA[What Delights and Disappoints Electricity Customers ]]><![CDATA[By Corrie Carrigan, Chris Jarrett, and Pratap Mukharji]]>https://www.bain.com/contentassets/59af88d2c26f4abda545fb64ee953acd/what-delights-and-disappoints-energy-customers-snap-chart-promo-16-9.png<![CDATA[multimedia]]><![CDATA[Snap Chart]]><![CDATA[Energy & Natural Resources, Utilities & Renewables]]><![CDATA[Customer Experience]]><![CDATA[English]]>448627d7-7e73-41f2-95c8-58c7d7edb066https://www.bain.com/insights/robo-advice-has-stalled-but-wealth-technologies-still-hold-promise/Wealthtech gains steam to better serve investment advisers.Wed, 31 Jul 2019 12:00:00 Z<![CDATA[Robo Advice Has Stalled, but Wealth Technologies Still Hold Promise]]><![CDATA[By Matthias Memminger and Philipp Baecker]]>https://www.bain.com/contentassets/5eec5473f06c4446be6e01d41e1093b5/robo-advice-has-stalled-1440x810.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services]]><![CDATA[Customer Experience]]><![CDATA[English]]>add5696a-1459-4c32-bfdf-78682779d022https://www.bain.com/insights/how-australias-banks-can-improve-the-customer-experience-snap-chart/Leading banks in other countries hardwire the customer perspective into their important decisions. Tue, 23 Jul 2019 17:00:00 Z<![CDATA[How Australia’s Banks Can Improve the Customer Experience]]><![CDATA[By Richard Hatherall and Katrina Cuthell]]>https://www.bain.com/contentassets/c0855ba33fd843848b5d5a55d6efb37c/how-australias-banks-can-improve-the-customer-experience-snap-chart-promo-16-9.png<![CDATA[multimedia]]><![CDATA[Snap Chart]]><![CDATA[Financial Services]]><![CDATA[Customer Experience]]><![CDATA[English]]>28f54b9d-b3f0-4203-8fa9-d2ac94ed7238https://www.bain.com/insights/a-path-for-australias-banks-to-delight-customers/Here’s how to hardwire the customer’s perspective into all the relevant decisions and processes. Mon, 08 Jul 2019 15:00:00 Z<![CDATA[A Path for Australia’s Banks to Delight Customers]]><![CDATA[By Richard Hatherall and Katrina Cuthell]]>https://www.bain.com/contentassets/762d7c1299cc4c0d95651fe93c834481/australia-banks-royal-commission-16-9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services]]><![CDATA[Customer Experience]]><![CDATA[English]]>465c4070-c8f3-404c-a5c8-06f15f46ec36https://www.bain.com/insights/powering-up-the-customer-experience-in-utilities/Understanding what matters most to customers helps identify areas for improvement.Fri, 21 Jun 2019 15:00:00 Z<![CDATA[Powering Up the Customer Experience in Utilities]]><![CDATA[By Corrie Carrigan, Chris Jarrett, and Pratap Mukharji]]>https://www.bain.com/contentassets/035e8864b1cc4ec4a1d6e2335bc89442/power-up-customer-experience-16-9.png<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Energy & Natural Resources, Utilities & Renewables]]><![CDATA[Customer Experience]]><![CDATA[English]]>57d02a4d-77a8-4f23-9c2a-d9a31ebc92fahttps://www.bain.com/insights/hollywoods-streaming-angst/As technology firms invest heavily in new content, traditional media companies face a gap in two areas: data analytics and network branding.Thu, 13 Jun 2019 18:00:00 Z<![CDATA[Hollywood’s Streaming Angst]]><![CDATA[By Brian Dennehy and Charlie Kim]]>https://www.bain.com/contentassets/4e36dcb8cd6e48f6ac103fe0cbbf4f81/hollywoods-streaming-angst_1440x810.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Media & Entertainment, Private Equity]]><![CDATA[Sales and Marketing, Applied Technology & AI, Customer Experience]]><![CDATA[English]]>5b06aeaa-1954-4e90-b31e-3f2bdbd9ad9chttps://www.bain.com/insights/the-future-of-retail-winning-models-for-a-new-era/Absolute scale, rapid innovation and data-analytics expertise are now as important as local leadership.Mon, 10 Jun 2019 13:00:00 Z<![CDATA[The Future of Retail: Winning Models for a New Era]]><![CDATA[By Marc-André Kamel, Suzanne Tager, Jonathon Ringer, Aaron Cheris, and Charles Ormiston]]>https://www.bain.com/contentassets/9380fbb12417471fa7c1db686aff142d/the-future-of-retail-16-9.png<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Retail]]><![CDATA[Applied Technology & AI, Customer Experience]]><![CDATA[English]]>c7f31383-5054-4b46-a31e-6998fd0a678chttps://www.bain.com/insights/phil-sager-experience-is-the-new-product-heres-how-to-manage-it-video/Episodes are the key to successful customer experiences.Thu, 23 May 2019 04:00:00 Z<![CDATA[Phil Sager: Experience Is the New Product; Here's How to Manage It]]><![CDATA[By Phil Sager]]>https://www.bain.com/contentassets/a4f6094cde2348a1b568da3e9a60a634/sager-experience-new-product.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Customer Experience, Net Promoter System®]]><![CDATA[English]]>8aa31abc-6e16-4272-9fdd-d6c7cb75ab52https://www.bain.com/insights/making-the-most-of-asia-pacifics-insurance-boom/The region offers huge opportunities for insurers, but the rules of engagement are rapidly changing.Tue, 07 May 2019 22:00:00 Z<![CDATA[Making the Most of Asia-Pacific’s Insurance Boom]]><![CDATA[By Henrik Naujoks, Harshveer Singh, Mark Judah, and Peter Stumbles]]>https://www.bain.com/contentassets/38d6a96aaafa497ea9fdf65fa36093dd/making-the-most-of-asia-pacific-insurance-boom-16_9.jpg<![CDATA[brief]]><![CDATA[Report]]><![CDATA[Insurance, Financial Services]]><![CDATA[Net Promoter System®]]><![CDATA[English]]>59e30e1c-0f90-4879-8083-b9fa9aae64e2https://www.bain.com/insights/as-banks-pursue-digital-transformation-many-struggle-to-profit-from-it/To monetize digital investments, mobilize customers and employees. Wed, 01 May 2019 14:00:00 Z<![CDATA[As Banks Pursue Digital Transformation, Many Struggle to Profit from It]]><![CDATA[By Dirk Vater, Jens Engelhardt, Joe Fielding, and Richard Hatherall]]>https://www.bain.com/contentassets/90508fe93245419b921f99a2f7251cfe/monetizing-digital-in-banking__1440x810.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services]]><![CDATA[Customer Experience, Accelerated Performance Transformation, Net Promoter System®]]><![CDATA[English]]>0161b61b-f56b-4787-88f7-fa53c9d753eehttps://www.bain.com/insights/sinead-fox-and-clare-gordon-inclusion-and-diversity-in-the-uk-workplace-video/Bain Partners Clare Gordon and Sinead Fox discuss the five actions that can help companies further their inclusion and diversity efforts. Tue, 23 Apr 2019 04:00:00 Z<![CDATA[Sinead Fox and Clare Gordon: Inclusion and Diversity in the UK Workplace]]><![CDATA[By Clare Gordon and Sinead Fox]]>https://www.bain.com/contentassets/0c0bd5dd11944bfd96b9ca513f1ecf68/clare_sinead.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Social Impact]]><![CDATA[Net Promoter System®]]><![CDATA[English]]>39b799ec-3f78-40cd-9aaa-bf6ac781d224https://www.bain.com/insights/take-action-gain-traction-inclusion-and-diversity-in-the-uk-workplace/Sustaining five corporate actions can improve inclusion and diversity in the workplace. Wed, 27 Mar 2019 17:00:00 Z<![CDATA[Take Action, Gain Traction: Inclusion and Diversity in the UK Workplace]]><![CDATA[By Clare Gordon, Sinead Fox, and Danielle Burgs Escobar]]>https://www.bain.com/contentassets/f4016a0d2db24e3889d3b0a32e881470/uk_diversity_and_inclusion_report_16-9.jpg<![CDATA[brief]]><![CDATA[Report]]><![CDATA[Social Impact]]><![CDATA[Net Promoter System®]]><![CDATA[English]]>bbe9f179-fc3f-45b6-bc2f-99ca4586dae5https://www.bain.com/insights/pablo-sansuste-reimagining-the-digital-bank-branch-of-the-future-video/Bain Partner Pablo Sansuste discusses how leading banks can take three steps to accelerate the digital migration.Tue, 26 Feb 2019 05:00:00 Z<![CDATA[Pablo Sansuste: Reimagining the Digital Bank Branch of the Future]]><![CDATA[By Pablo Sansuste]]>https://www.bain.com/contentassets/82071c35a62347068b85c50baa088281/sansuste-digital-bank-branch.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Financial Services, Banking]]><![CDATA[Customer Experience]]><![CDATA[English]]>d8e7338c-cfdc-4326-b85d-36ca5bd73e36https://www.bain.com/insights/grocer-key-performance-criteria-winners/Grocers scoring highest in customer loyalty focus on unique value propositions to carve out niches.Wed, 06 Feb 2019 16:00:00 Z<![CDATA[For Grocers, Being Picky Pays Off]]><![CDATA[By Aaron Cheris, Lisa Koetter, and Casey Taylor]]>https://www.bain.com/contentassets/52db43c783374bfc83adf3db24a00f97/grocery_advocacy_1440x810.png<![CDATA[multimedia]]><![CDATA[Snap Chart]]><![CDATA[Retail]]><![CDATA[Sales and Marketing, Go-to-Market Strategy, Net Promoter System®]]><![CDATA[English]]>d25224b5-18f8-474f-b5f0-2c3f934ea67ehttps://www.bain.com/insights/why-customer-feedback-tools-are-vital-for-nonprofits-hbr/With feasible tools for gathering customer feedback now widely available, this too-often missing measure in social enterprise can make us all wiser.Mon, 04 Feb 2019 05:00:00 Z<![CDATA[Why Customer Feedback Tools Are Vital for Nonprofits]]><![CDATA[By Fred Reichheld]]>/globalassets/insights/trade-and-top-tier-logo-tiles/hbr-1440x810.jpg<![CDATA[article]]><![CDATA[HBR.org]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>1e607545-f7df-4d51-9f37-856d94b15a73https://www.bain.com/insights/how-us-grocers-are-standing-up-to-europes-hard-discounters/Convenience and advanced analytics make a big difference.Wed, 30 Jan 2019 16:00:00 Z<![CDATA[How US Grocers Are Standing Up to Europe’s Hard Discounters ]]><![CDATA[By Kent Knudson and Mikey Vu]]>https://www.bain.com/contentassets/8fcd2dd898ea4815b24c58d703495a04/hard-discounters_1440x810.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Grocery]]><![CDATA[Net Promoter System®]]><![CDATA[English]]>793770cf-548d-48c6-bba7-fab863aa0274https://www.bain.com/insights/simple-and-digital-is-calling-will-telcos-answer/By eliminating complexity and embracing digital, telcos can improve customer experiences, cut costs and boost revenue.Wed, 30 Jan 2019 13:00:00 Z<![CDATA[Simple and Digital Is Calling—Will Telcos Answer?]]><![CDATA[By Frédéric Debruyne and Sébastien Meeus]]>https://www.bain.com/contentassets/d40d9120d2cf4bad9a55acab64581458/telecom-simple-and-digital_1440x810.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Telecommunications]]><![CDATA[Customer Experience, Accelerated Performance Transformation]]><![CDATA[English]]>d8565fff-9025-4a47-a1ad-218df0a6b649https://www.bain.com/insights/loic-plantevin-europe-healthcare-industry-in-dire-need-of-change-video/Physicians in Europe are increasingly dissatisfied, presenting an urgent call for action for healthcare providers and manufacturers of pharmaceuticals and medical devices.Tue, 29 Jan 2019 05:00:00 Z<![CDATA[Loïc Plantevin: European Healthcare Industry Is in Dire Need of Change]]><![CDATA[By Loïc Plantevin]]>https://www.bain.com/contentassets/02fe57cbf22f4d08a3962f3a7df872d5/plantevin-healthcare-europe.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Healthcare & Life Sciences]]><![CDATA[Net Promoter System®]]><![CDATA[English]]>a3fdec01-d355-4208-b930-8e2dac4140f9https://www.bain.com/insights/reimagining-the-digital-branch-of-the-future-lets-get-practical/More digital, more coaching, better teaming and new networks can lower costs and improve the overall experience. Thu, 10 Jan 2019 14:00:00 Z<![CDATA[Reimagining the Digital Bank Branch of the Future: Let’s Get Practical]]><![CDATA[By Mark Schofield, Nikola Glusac, and Peter Stumbles]]>https://www.bain.com/contentassets/9c82b0b3e1d24a179eb8b1d7b1c2f4ba/bank-branch-transformation-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services, Banking]]><![CDATA[Customer Experience]]><![CDATA[English]]>f49726e6-ec62-4184-8264-817b5ac6ca1fhttps://www.bain.com/insights/digital-bank-branch-infographic/AI-assisted support and specialists’ advice converge in the branch of the future. Thu, 10 Jan 2019 05:00:00 Z<![CDATA[Life in the 2025 Bank Branch]]>https://www.bain.com/contentassets/f91aca0c3a2c45b1bb5a1d25c95a324a/branch-transformation-1-04-2019-16_9.jpg<![CDATA[multimedia]]><![CDATA[Infographic]]><![CDATA[Financial Services, Banking]]><![CDATA[Customer Experience]]><![CDATA[English]]>bea97859-40ec-4a19-9a37-8b35b30c3bf4https://www.bain.com/insights/how-customer-loyalty-spurs-growth-and-better-economics-for-banks-snap-chart/Simple and digital experiences help direct banks outperform traditional banks on loyalty.Wed, 09 Jan 2019 22:00:00 Z<![CDATA[How Customer Loyalty Spurs Growth and Better Economics for Banks]]><![CDATA[By Stanford Swinton]]>https://www.bain.com/contentassets/25fc2cfb66fa47bf9f72d6be3ebd3d64/customer-loyalty-spurs-bank-growth-snap-chart-16-9.png<![CDATA[multimedia]]><![CDATA[Snap Chart]]><![CDATA[Financial Services, Banking]]><![CDATA[Net Promoter System®]]><![CDATA[English]]>da26decd-c058-4df2-a75d-84947cb8c172https://www.bain.com/insights/jens-engelhardt-experience-is-the-new-product-heres-how-to-manage-it-video/Companies that organize around customer episodes follow a few key steps. Thu, 03 Jan 2019 05:00:00 Z<![CDATA[Jens Engelhardt: Experience Is the New Product; Here's How to Manage It]]><![CDATA[By Jens Engelhardt]]>https://www.bain.com/contentassets/cf73479ab1604d059390f569810a7940/englehardt-experience-product.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Customer Experience, Net Promoter System®]]><![CDATA[English]]>30127945-c559-438d-bf5f-fb6a957ac299https://www.bain.com/insights/jens-engelhardt-firing-up-the-customer-experience-factory-video/By redesigning customer episodes from end to end, leading companies can reduce consumer pain and company costs. Thu, 03 Jan 2019 05:00:00 Z<![CDATA[Jens Engelhardt: Firing Up the Customer Experience Factory]]><![CDATA[By Jens Engelhardt]]>https://www.bain.com/contentassets/296c625b9f344ce2ba5a9e8bfb5f3aa0/englehardt-cx-factory.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Customer Experience, Accelerated Performance Transformation, Net Promoter System®]]><![CDATA[English]]>9ff403e8-33cc-498b-a82a-f64a2249ea07https://www.bain.com/insights/cx-bank-loyalty-2018-infographic/As tech firms explore financial services, big banks can fight back by focusing on the customer.Wed, 19 Dec 2018 05:00:00 Z<![CDATA[CX in Banking: Can Banks Get Some Love?]]>https://www.bain.com/contentassets/abd45dad4b424ee99b84183116dcc921/bankloyalty16x9.png<![CDATA[multimedia]]><![CDATA[Infographic]]><![CDATA[Financial Services, Banking]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>6ddb2555-da1e-417d-91c0-6b6672ff4881https://www.bain.com/insights/chris-brahm-how-to-measure-the-metrics-that-matter-video/Due to advances in data analytics, organizations are now able to measure performance where it really matters.Fri, 14 Dec 2018 05:00:00 Z<![CDATA[Chris Brahm: How to Measure the Metrics That Matter]]><![CDATA[By Chris Brahm]]>https://www.bain.com/contentassets/112353360f684c89ac0fec0e50073512/brahm-metrics-matter.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Net Promoter System®]]><![CDATA[English]]>30a9808d-b05d-4e59-99cc-a16789016513https://www.bain.com/insights/prateek-majumdar-global-in-house-centers-in-india-video/To meet changing demands, these low-cost, offshore centers can rethink their strategies by asking a few key questions.Thu, 13 Dec 2018 05:00:00 Z<![CDATA[Prateek Majumdar: Global In-house Centers in India]]>https://www.bain.com/contentassets/f261abaa5a9443fdad9968fa969232f4/majumdar-in-house-centers.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[IT Services]]><![CDATA[Net Promoter System®]]><![CDATA[English]]>f3bb7abc-7520-40cd-a66e-a30f00c43722https://www.bain.com/insights/bart-delmulle-enablers-for-a-simple-and-digital-transformation-in-telecom-video/A simple and digital approach can bring better customer experiences, significant growth and more profitability for telcos.Fri, 07 Dec 2018 05:00:00 Z<![CDATA[Bart Delmulle: Enablers for a Simple and Digital Transformation in Telecom]]>https://www.bain.com/contentassets/9d8b845d47964445b9626ec0e432f4e7/delmulle-sd-telecom.png<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Telecommunications]]><![CDATA[Agile Enterprise, Net Promoter System®]]><![CDATA[English]]>af33a002-f7d8-4d57-bd9b-e8da5b18e4a1https://www.bain.com/insights/bart-delmulle-how-to-improve-customer-episodes-video/Bain Partner Bart Delmulle discusses the benefits of implementing a customer experience factory to create simple, digital experiences.Fri, 07 Dec 2018 05:00:00 Z<![CDATA[Bart Delmulle: How to Improve Customer Episodes]]>https://www.bain.com/contentassets/3cff4c09b7e44ae19d545d0fd3442866/delmulle-simple-digital.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Sales and Marketing, Customer Experience]]><![CDATA[English]]>14c6b84c-5fed-4ca1-bb2b-099e3825fcd1https://www.bain.com/insights/andrew-schwedel-loyalty-in-insurance-video/Bain Partner Andrew Schwedel discusses how insurance companies can overcome new competition from outside the industry.Wed, 05 Dec 2018 05:00:00 Z<![CDATA[Andrew Schwedel: Loyalty in Insurance]]><![CDATA[By Andrew Schwedel]]>https://www.bain.com/contentassets/2cf3f79875524845a38ea63fd427256b/schwedel-loyalty-insurance.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Financial Services, Insurance]]><![CDATA[Net Promoter System®]]><![CDATA[English]]>156b4917-dbf7-4bd1-940d-5e6d488950b8https://www.bain.com/insights/katrina-cuthell-firing-up-the-customer-experience-factory-video/Bain Partner Katrina Cuthell explains how transforming customer episodes can yield significant results in the long term. Tue, 04 Dec 2018 05:00:00 Z<![CDATA[Katrina Cuthell: Firing Up the Customer Experience Factory]]><![CDATA[By Katrina Cuthell]]>https://www.bain.com/contentassets/8da457ba7b7341af9f6da1204b7b0041/bradley-customer-experience.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Customer Experience]]><![CDATA[English]]>89b216bc-c441-4537-a775-3ef6d3330419https://www.bain.com/insights/federica-levato-the-changing-role-of-the-luxury-store-video/Brands can capitalize on the growth opportunities in the industry by investing more in their stores.Mon, 03 Dec 2018 05:00:00 Z<![CDATA[Federica Levato: The Changing Role of the Luxury Store]]><![CDATA[By Federica Levato]]>https://www.bain.com/contentassets/2af5a4e7ba82464d81eaaf237a907448/levato-luxury4.png<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Retail, Luxury, Consumer Products]]><![CDATA[Sales and Marketing, Customer Experience, Modern Marketing]]><![CDATA[English]]>d28c3836-94bd-4619-9388-5e77d4e601cchttps://www.bain.com/insights/sebastien-meeus-simple-and-digital-in-telecom-the-core-commercial-engine-video/Forward-looking executives will not only digitalize their companies, but reimagine and reinvent how they operate. Mon, 26 Nov 2018 17:00:00 Z<![CDATA[Sébastien Meeus: Simple and Digital in Telecom—the Core Commercial Engine]]><![CDATA[By Sébastien Meeus]]>https://www.bain.com/contentassets/43ebd114368240ef9726f2d9e6217452/meeus-telecom-simple-digital.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Telecommunications]]><![CDATA[Customer Experience, Operations]]><![CDATA[English]]>2488901f-ea95-472e-89d8-327e20542d77https://www.bain.com/insights/frederic-debruyne-simple-and-digital-transformation-in-telecom-video/For telcos, successful transformations can reduce costs and improve customer experiences. Mon, 26 Nov 2018 05:00:00 Z<![CDATA[Frédéric Debruyne: Simple and Digital Transformation in Telecom]]><![CDATA[By Frédéric Debruyne]]>https://www.bain.com/contentassets/a0ee9dab86fb48049ebd992b04df38b6/debruyne-simple-digital-telecom.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Telecommunications]]><![CDATA[Customer Experience, Accelerated Performance Transformation]]><![CDATA[English]]>eda33f56-4ffb-4c8b-b569-0d524cf185d6https://www.bain.com/insights/richard-hatherall-how-to-get-the-most-out-of-customer-experience-tools-video/Companies can transform the customer experience by using the right tools. Tue, 20 Nov 2018 08:00:00 Z<![CDATA[Richard Hatherall: How to Get the Most Out of Customer Experience Tools]]><![CDATA[By Richard Hatherall]]>https://www.bain.com/contentassets/9a567dbcfdad407a817a39c299274e50/hatherall-cexp-tools.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Sales and Marketing, Customer Experience, Net Promoter System®]]><![CDATA[English]]>95f5fc4f-e2ad-4162-ad89-f50dda681304https://www.bain.com/insights/darci-darnell-how-insurers-can-capture-the-next-generation-of-customers-video/To win in the future, insurers need to cater to an important new audience: millennials. Tue, 20 Nov 2018 06:00:00 Z<![CDATA[Darci Darnell: How Insurers Can Capture the Next Generation of Customers]]><![CDATA[By Darci Darnell]]>https://www.bain.com/contentassets/68cc47a7b00e4e85aff12967fb4acb94/darnell--insurance-loyalty.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Financial Services, Insurance]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>02735935-5338-45e4-bddc-f8738fb43957https://www.bain.com/insights/gerard-du-toit-customer-experience-tools-and-trends-2018/Bain Partner Gerard du Toit describes the tools that are trending and how companies are using them in the market.Thu, 15 Nov 2018 05:00:00 Z<![CDATA[Gerard du Toit: Customer Experience Tools and Trends 2018]]><![CDATA[By Gerard du Toit]]>https://www.bain.com/contentassets/17c8d1282e5f46cab814d501c745869f/du-toit-customer-experience-tools.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Sales and Marketing, Customer Experience]]><![CDATA[English]]>ff8df83d-715e-4d6c-8ad4-aba24de13f00https://www.bain.com/insights/pierluigi-serlenga-digital-orchestration-in-aerospace-and-defense-video/Bain Partner Pierluigi Serlenga addresses three ways aerospace and defense firms can implement successful digital transformations.Thu, 15 Nov 2018 05:00:00 Z<![CDATA[Pierluigi Serlenga: Digital Orchestration in Aerospace and Defense]]><![CDATA[By Pierluigi Serlenga]]>https://www.bain.com/contentassets/1d6efb4b44cb4a80ad6b7211ae809344/serlenga-digital-orchestration.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Aerospace & Defense, Advanced Manufacturing & Services]]><![CDATA[Applied Technology & AI, Transformation, Operations, Performance Improvement, Customer Experience]]><![CDATA[English]]>b43c415d-6910-4854-996e-e0200693945ahttps://www.bain.com/insights/in-search-of-customers-who-love-their-bank-nps-cx-banking/With banks facing increased competition from tech firms, our latest Customer Loyalty in Retail Banking Report examines how the banks can focus on what customers value most. Wed, 14 Nov 2018 14:00:00 Z<![CDATA[In Search of Customers Who Love Their Bank]]><![CDATA[By Gerard du Toit, Katrina Cuthell, Stanford Swinton, and Maureen Burns]]>https://www.bain.com/contentassets/7c3b1535c4444f7b8a078c577078a705/customers-who-love-their-bank_1440x810.jpg<![CDATA[brief]]><![CDATA[Report]]><![CDATA[Financial Services, Banking]]><![CDATA[Net Promoter System®]]><![CDATA[English]]>92eb0223-253c-4abc-8aca-9a37df4254cbhttps://www.bain.com/insights/the-amazon-effect-on-what-consumers-value-snap-chart/Amazon’s dominance has actually changed which Elements of Value matter most to consumers in mass merchandising.Wed, 07 Nov 2018 19:00:00 Z<![CDATA[The Amazon Effect on What Consumers Value]]><![CDATA[By Lori Sherer]]>https://www.bain.com/contentassets/a54e56428e7c491198404753a1f66674/the-amazon-effect_promo_1440x810.png<![CDATA[multimedia]]><![CDATA[Snap Chart]]><![CDATA[Sales and Marketing, Go-to-Market Strategy, Net Promoter System®]]><![CDATA[English]]>66279418-6f9e-4f50-b9cc-cca5af81a04bhttps://www.bain.com/insights/mario-conde-if-experience-is-the-new-product-how-do-you-manage-it-video/Bain Partner Mário Conde discusses how companies can organize around customer episodes.Wed, 31 Oct 2018 04:00:00 Z<![CDATA[Mário Conde: If Experience Is the New Product, How Do You Manage It?]]><![CDATA[By Mario Conde]]>https://www.bain.com/contentassets/702dccece3b447c7a02c1fd01a1dd092/conde-experience-new-product.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Customer Experience, Net Promoter System®]]><![CDATA[English]]>f59c0559-4d31-412f-805e-c98a9721035chttps://www.bain.com/insights/reaching-full-potential-in-medtech-services/Market by market, medical technology manufacturers can improve global services.Tue, 30 Oct 2018 13:00:00 Z<![CDATA[Reaching Full Potential in Medtech Services]]><![CDATA[By Dieter Meyer, Todd Johnson, and Vikram Kapur]]>https://www.bain.com/contentassets/85dc02110db642dd94b28e9ba65d836d/medtech_services-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Healthcare & Life Sciences]]><![CDATA[Net Promoter System®]]><![CDATA[English]]>daa9ae9e-d778-4a6f-8602-46661b4fba8dhttps://www.bain.com/insights/customers-know-what-they-want-are-insurers-listening/Insurers are falling short on delivering value to customers. Bain’s Customer Behavior and Loyalty in Insurance report shows how companies can fix the problem.Wed, 10 Oct 2018 13:00:00 Z<![CDATA[Customers Know What They Want. Are Insurers Listening?]]><![CDATA[By Henrik Naujoks, Darci Darnell, Andrew Schwedel, and Harshveer Singh]]>https://www.bain.com/contentassets/6949813d3e664c1caf061421e8c06d02/loyalty-in-insurance_1440x810.jpg<![CDATA[brief]]><![CDATA[Report]]><![CDATA[Insurance]]><![CDATA[Net Promoter System®, Customer Episode Design]]><![CDATA[English]]>3c149773-c9b3-4bdc-941b-b895c996e23ahttps://www.bain.com/insights/customer-experience-tools-salesforce-automation-tools/By freeing salespeople from manual tasks, salesforce automation tools allow salespeople to spend more time serving customers. Mon, 01 Oct 2018 04:00:00 Z<![CDATA[Salesforce Automation Tools]]>https://www.bain.com/contentassets/93c096a5038846cb850fcc8b53bb91c9/salesforce-automation-tools1440x810.png<![CDATA[Customer Experience Tools]]><![CDATA[Go-to-Market Strategy, Customer Experience]]><![CDATA[English]]>d6613ee6-10c2-4539-b940-1b1b4cac023chttps://www.bain.com/insights/grid-modernization-invest-where-it-matters-most/Increase reliability, improve customer experience and reduce costs by identifying the most meaningful T&D investments. Wed, 26 Sep 2018 20:00:00 Z<![CDATA[Grid Modernization: Invest Where It Matters Most]]><![CDATA[By Pratap Mukharji, Jason Glickman, and Martha Eggenberger]]>https://www.bain.com/contentassets/4cf663605d90400285c752a9423f4b37/grid-modernization_1440x810.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Utilities & Renewables]]><![CDATA[Accelerated Performance Transformation, Customer Experience]]><![CDATA[English]]>c6019f07-cce3-4892-8a29-fabb34adef90https://www.bain.com/insights/can-amazon-take-customer-loyalty-to-the-bank/Amazon is crushing traditional banks on loyalty scores. The challenge for banks: become more simple and digital.Tue, 18 Sep 2018 14:00:00 Z<![CDATA[Can Amazon Take Customer Loyalty to the Bank?]]><![CDATA[By Gerard du Toit and Aaron Cheris]]>https://www.bain.com/contentassets/277d150330284ebaa0c1accf320de321/amazon-customer-loyalty_1440x810.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services, Banking]]><![CDATA[Net Promoter System®]]><![CDATA[English]]>7fd4588c-727d-46e8-a7cb-1e07b08bd936https://www.bain.com/insights/how-europes-truck-makers-can-break-out-pack/Buyers remain focused on total cost of ownership and show surprisingly high interest in hybrid and electric trucks.Wed, 12 Sep 2018 12:00:00 Z<![CDATA[How Europe’s Truck Makers Can Break Out of the Pack]]><![CDATA[By Magnus Burling, Jörg Gnamm, Johan Lundgren, and Eric Zayer]]>https://www.bain.com/contentassets/a407b1e7d14743beaeeb1fac1c71bf06/european-truck-study_1440x810.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Automotive, Advanced Manufacturing & Services]]><![CDATA[Net Promoter System®]]><![CDATA[English]]>edb2d32f-60e1-421d-91fe-173f033260dchttps://www.bain.com/insights/bet-big-on-just-a-few-customer-experience-tools-snap-chart/It's best to invest in a handful of tools rather than to dabble in a broad range.Wed, 15 Aug 2018 04:00:00 Z<![CDATA[Bet Big on Just a Few Customer Experience Tools]]><![CDATA[By Gerard du Toit, Andreas Dullweber, and Richard Hatherall]]>https://www.bain.com/contentassets/896af215c1a64ffe9b7149f5a5f48097/doubledownpromo_9x16.png<![CDATA[multimedia]]><![CDATA[Customer Experience Tools]]><![CDATA[Sales and Marketing, Customer Experience]]><![CDATA[English]]>08227e2d-c2b0-4b3c-9ecd-e18f055ba258https://www.bain.com/insights/customer-experience-tools-that-companies-love-snap-chart/Forward-looking companies plan to invest in creating personalized experiences for customers.Wed, 15 Aug 2018 04:00:00 Z<![CDATA[Customer Experience Tools that Companies Love]]><![CDATA[By Gerard du Toit and Richard Hatherall]]>https://www.bain.com/contentassets/7db9d3a4808643b3864a88c517e0e649/evenmorepersonalpromo_9x16.png<![CDATA[multimedia]]><![CDATA[Customer Experience Tools]]><![CDATA[Sales and Marketing, Customer Experience]]><![CDATA[English]]>a876069c-777c-42ed-9fc8-88ab0f617ab7https://www.bain.com/insights/the-thrill-of-a-new-customer-tool-snap-chart/Early adopters view new tools as a source of competitive advantage. But as tools become established, they can lose their distinctiveness.Wed, 15 Aug 2018 04:00:00 Z<![CDATA[The Thrill of a New Customer Tool]]><![CDATA[By Gerard du Toit, Andreas Dullweber, and Richard Hatherall]]>https://www.bain.com/contentassets/20fd46c97111470c9e14ea866caf9640/droneatdoorpromo_9x16.png<![CDATA[multimedia]]><![CDATA[Customer Experience Tools]]><![CDATA[Sales and Marketing, Customer Experience]]><![CDATA[English]]>b0034459-a136-44d1-ae34-3b0c562b95a2https://www.bain.com/insights/customer-experience-tools-and-trends-2018/When it comes to using tools that improve the experience, it pays to go all in with a few rather than dabble with many.Wed, 01 Aug 2018 05:00:00 Z<![CDATA[Customer Experience Tools and Trends 2018]]><![CDATA[By Gerard du Toit, Andreas Dullweber, Richard Hatherall, and Martha Moreau]]>https://www.bain.com/contentassets/6d6e054d77804c74a928a66f88c81d1a/customer-experience_1440x810.jpg<![CDATA[brief]]><![CDATA[Customer Experience Tools]]><![CDATA[Sales and Marketing, Customer Experience, Net Promoter System®]]><![CDATA[English]]>856721f6-c990-4512-9d4e-18cb3953f790https://www.bain.com/insights/patrick-litre-true-transformations-start-within-video/Bain Partner Patrick Litré describes how managing execution risks within the company can prevent transformations from stalling.Fri, 22 Jun 2018 05:00:00 Z<![CDATA[Patrick Litré: True Transformations Start Within ]]><![CDATA[By Patrick Litré]]>https://www.bain.com/contentassets/f15168db77224d4f8c529af7a4d832b9/litre-true-transformations.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Change Management, Net Promoter System®]]><![CDATA[English]]>bfea8b7b-7248-4f16-855a-32f3ef50c86dhttps://www.bain.com/insights/seow-chien-chew-small-business-ecosystems-video/How banks can provide value-added services to small business ecosystems that will be mutually beneficial.Fri, 22 Jun 2018 05:00:00 Z<![CDATA[Seow-Chien Chew: Small Business Ecosystems: Banks' Next Challenge]]><![CDATA[By Seow-Chien Chew]]>https://www.bain.com/contentassets/75bf5e9fd9d94ff3a5c0dc038faa675f/chew-banks-next-challenge.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Financial Services, Banking]]><![CDATA[Customer Experience]]><![CDATA[English]]>390857fa-11c2-4d51-ad76-abb91c3ac592https://www.bain.com/insights/breakthrough-design-for-a-better-customer-experience-and-better-economics/Great design goes beyond the digital veneer to coordinate the company's employees, partners, physical channels and economic objectives.Wed, 13 Jun 2018 01:00:00 Z<![CDATA[Breakthrough Design for a Better Customer Experience and Better Economics]]><![CDATA[By Jeff Melton, James Wright, Maureen Burns, and Jens Engelhardt]]>https://www.bain.com/contentassets/843840682b234b2d894e0bfe2c818e3c/breakthrough_design_for_a_better_customer_experience-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Accelerated Performance Transformation, Customer Episode Design]]><![CDATA[English]]>486ea1eb-827e-4662-9b75-c10c0868428ahttps://www.bain.com/insights/experience-is-the-new-product-heres-how-to-manage-it/Organize around customer episodes, improving them through Agile teams. Wed, 13 Jun 2018 01:00:00 Z<![CDATA[Experience Is the New Product; Here's How to Manage It]]><![CDATA[By Gerard du Toit, Jens Engelhardt, Phil Sager, and Karsten Fruechtl]]>https://www.bain.com/contentassets/9d6ecfac17494f7d96902d11957f3447/experience_is_the_new_product-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Customer Experience, Net Promoter System®]]><![CDATA[English]]>168950cc-e01f-441d-afae-09b7fcb3b2f2https://www.bain.com/insights/firing-up-the-customer-experience-factory/How to create experiences that are simple, digital and tuned to what customers value.Wed, 13 Jun 2018 01:00:00 Z<![CDATA[Firing Up the Customer Experience Factory]]><![CDATA[By Jens Engelhardt, Gerard du Toit, Frédéric Debruyne, and Jeff Melton]]>https://www.bain.com/contentassets/ef3a19766ad349b39868117c55cec95e/firing_up_the_customer_experience_factory-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Accelerated Performance Transformation, Net Promoter System®, Customer Episode Design]]><![CDATA[English]]>c491f937-46c0-4c71-ad5a-d0e7f88d1344https://www.bain.com/insights/grocery-retail-infographic/Grocers eyeing an uncertain future should not forget why their current customers love them.Mon, 11 Jun 2018 04:00:00 Z<![CDATA[Cultivating Grocery Customers]]>https://www.bain.com/contentassets/96ba31aee9314c0eae5b9de2f353520d/groceries_16_9.png<![CDATA[multimedia]]><![CDATA[Infographic]]><![CDATA[Grocery]]><![CDATA[Sales and Marketing, Customer Experience, Net Promoter System®]]><![CDATA[English]]>f575620e-b677-4bf0-b80b-fd6a6767748ahttps://www.bain.com/insights/to-raise-pharma-productivity-ask-the-customer-snap-chart/With traditional routes to raising commercial productivity stalled, some leading pharmaceutical firms have found an effective alternative: focusing on the doctor's overall experience.Tue, 05 Jun 2018 05:00:00 Z<![CDATA[To Raise Pharma Productivity, Ask the Customer]]><![CDATA[By Rafael Natanek and Jason Evers]]>https://www.bain.com/contentassets/c83af6f4ec404e6187734513158c1d91/to-raise-pharma-productivity_16_9.png<![CDATA[multimedia]]><![CDATA[Snap Chart]]><![CDATA[Pharmaceuticals, Healthcare & Life Sciences]]><![CDATA[Sales and Marketing, Applied Technology & AI, Customer Experience]]><![CDATA[English]]>12ff2df9-e1dd-4ca5-ba87-07d9f4cc3a22https://www.bain.com/insights/the-cure-for-pharmas-commercial-productivity-woes/To earn greater loyalty and raise productivity, figure out what really matters for doctors.Wed, 09 May 2018 01:00:00 Z<![CDATA[The Cure for Pharma's Commercial Productivity Woes]]><![CDATA[By Rafael Natanek, Jason Evers, Gilbert Grima, and Sumit Sahni]]>https://www.bain.com/contentassets/6dbd9f61f2224deaadcc7fa232500552/the-cure-for-pharmas-commercial-productivity-woes-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Pharmaceuticals]]><![CDATA[Customer Experience, Accelerated Performance Transformation, Net Promoter System®]]><![CDATA[English]]>574a2308-55da-4c88-bd69-de540d21a8b2https://www.bain.com/insights/how-to-get-customer-feedback-without-asking-the-customer-wsj-the-experts/Customer feedback response rates have been declining for years. But advanced analytics can keep companies in touch with their customers' needs and priorities.Fri, 04 May 2018 01:00:00 Z<![CDATA[How to Get Customer Feedback Without Asking the Customer]]><![CDATA[By James Allen]]>/globalassets/insights/trade-and-top-tier-logo-tiles/wsj-1440x810.jpg<![CDATA[article]]><![CDATA[WSJ's The Experts]]><![CDATA[Strategy, Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>e113525f-5356-42a4-9667-eb3723ae3426https://www.bain.com/insights/transformation-through-technology-a-vision-for-embedding-micro-battles-fm-blog/By taking the four steps toward "transformation through technology," leaders can unleash full potential. Mon, 23 Apr 2018 04:00:00 Z<![CDATA[Transformation Through Technology: A Vision for Embedding Micro-battles]]><![CDATA[By James Allen]]>https://www.bain.com/contentassets/e9db431c56434e0b99618d1656fce180/transformation-through-technology-16-9.jpg<![CDATA[article]]><![CDATA[Founder's Mentality Blog]]><![CDATA[Business Strategy, Customer Experience]]><![CDATA[English]]>6116cf0a-586a-41b4-b677-44a9a0001b6bhttps://www.bain.com/insights/management-tools-customer-journey-analysis/Customer Journey Analysis helps a company see its product or service through its customers’ eyes.Mon, 02 Apr 2018 02:00:00 Z<![CDATA[Customer Journey Analysis]]>https://www.bain.com/contentassets/2a9db14e12b64a45b4bee048b352df94/customerjourney1440x810.png<![CDATA[article]]><![CDATA[Management Tools]]><![CDATA[Sales and Marketing, Customer Experience]]><![CDATA[English]]>9ccab688-6aff-483c-801d-7d65ebd5a843https://www.bain.com/insights/management-tools-customer-satisfaction-systems/Customer Satisfaction Systems grow a business’s revenues and profits by improving retention among its customers, employees and investors.Mon, 02 Apr 2018 00:00:00 Z<![CDATA[Customer Satisfaction Systems]]>https://www.bain.com/contentassets/1e0098f7616a4b33b53d66a12ae58a74/customersatisfaction1440x810.png<![CDATA[article]]><![CDATA[Management Tools]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>38b2152c-8ba2-4390-b45f-3b1b9fa15d32https://www.bain.com/insights/management-tools-customer-relationship-management/Customer Relationship Management is a process companies use to understand their customer groups and respond quickly—and at times, instantly—to shifting customer desires. Mon, 02 Apr 2018 00:00:00 Z<![CDATA[Customer Relationship Management]]>https://www.bain.com/contentassets/b03332ae288d49769485ee490ad9d267/customerrelationship1440x810.png<![CDATA[article]]><![CDATA[Management Tools]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>eb187e6a-8911-4dc5-917f-2fcdd6927760https://www.bain.com/insights/insurers-hold-the-key-to-healthcares-digital-future/Health insurers have a multibillion-dollar opportunity to lead a digital transformation of healthcare that will mean lower costs and better care for patients.Wed, 21 Mar 2018 01:00:00 Z<![CDATA[Insurers Hold the Key to Healthcare's Digital Future]]><![CDATA[By Henrik Naujoks, Christian Kinder, and Dr. Florian Mueller]]>https://www.bain.com/contentassets/32b37ef72fdf4735a74bbdbef7569b47/insurers-hold-the-key-to-healthcares-digital-future-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Healthcare & Life Sciences, Healthcare Payers]]><![CDATA[Customer Experience]]><![CDATA[English]]>bb0dc7d5-8d6a-4ef4-9df0-ba4146782943https://www.bain.com/insights/technology-with-vision-ctio-agenda/Being effective in the 21st century requires new skills, new experiences and a new mindset.Tue, 20 Mar 2018 01:00:00 Z<![CDATA[Technology with Vision: An Agenda for the Telecommunications Chief Technology Officer]]><![CDATA[By Alex Bhak and Thomas Whiteley]]>https://www.bain.com/contentassets/fa928824993d4c4fadf6807c71ffecb7/technology-with-vision-an-agenda-for-the-telecommunications-chief-technol-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Telecommunications, Technology]]><![CDATA[Operating Model & Org Design, Net Promoter System®]]><![CDATA[English]]>384d20e6-dcfd-42b2-b0a8-141f89c4f793https://www.bain.com/insights/small-business-ecosystems-banks-next-challenge/There's a big world beyond core banking services. But do banks have the credibility and the right partners?Mon, 19 Mar 2018 01:00:00 Z<![CDATA[Small Business Ecosystems: Banks' Next Challenge]]><![CDATA[By Martin Tornes, Niels Peder Nielsen, Joe Fielding, and Seow-Chien Chew]]>https://www.bain.com/contentassets/61a5b978754e45149f9ae57ad31810ee/small-business-ecosystems-banks-next-challenge-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services, Banking]]><![CDATA[Customer Experience]]><![CDATA[English]]>9460382c-ede1-4d2c-aab4-a101ac9656fchttps://www.bain.com/insights/bankings-amazon-moment/Alexa, move my bank account to Amazon.Mon, 05 Mar 2018 01:00:00 Z<![CDATA[Banking's Amazon Moment]]><![CDATA[By Gerard du Toit and Aaron Cheris]]>https://www.bain.com/contentassets/11c82392e45f416e852982928119e0d8/bankings-amazon-moment-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services, Retail]]><![CDATA[Sales and Marketing, Customer Experience]]><![CDATA[English]]>6c8093b9-5b77-4d20-a455-09f3a49d7b2ahttps://www.bain.com/insights/yaquta-mandviwala-how-nps-transformed-apparel-retailer-video/An Indian apparel retailer embraced the Net Promoter System and saw change on several levels.Tue, 13 Feb 2018 15:13:00 Z<![CDATA[Yaquta Mandviwala: How the Net Promoter System Helped Transform an Apparel Retailer]]><![CDATA[By Yaquta Mandviwala]]>https://www.bain.com/contentassets/493dac86db8d40788134687cca5b0fd2/mandviwala-np-helped-transform-apparel-retailer.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>fba08b45-f9af-43a8-9597-75bbfb907ec7https://www.bain.com/insights/net-promoter-for-people/Net Promoter® for People is about empowering employees to bring energy, enthusiasm and creativity to delight customers.Wed, 07 Feb 2018 01:00:00 Z<![CDATA[Net Promoter for People: Give Employees a Voice, Get Their Best]]><![CDATA[By Darci Darnell and Rob Markey]]>https://www.bain.com/contentassets/878fad009f9f414e9e8a78fe4b6bdc39/net-promoter-for-people-give-employees-a-voice-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, People and Organization, Net Promoter System®]]><![CDATA[English]]>7d5b9d84-d927-4272-b8c7-6805b9b5d680https://www.bain.com/insights/a-new-strategy-for-southeast-asia-telcos/Operators can no longer rely on price cutting to win and keep mobile phone customers. A fresh approach recognizes the importance of delivering a superior usage experience.Wed, 24 Jan 2018 01:00:00 Z<![CDATA[A New Strategy for Southeast Asian Telcos]]><![CDATA[By Florian Hoppe, Tony May, and Alessandro Cannarsi]]>https://www.bain.com/contentassets/6ebabd0dd39e4caebad950c25b94dc4e/a-new-strategy-for-southeast-asian-telcos-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Telecommunications, Technology]]><![CDATA[Sales and Marketing, Strategy, Net Promoter System®]]><![CDATA[English]]>1f6d98b1-4aca-4858-a948-0bd4fb601fedhttps://www.bain.com/insights/brian-dennehy-customer-lifetime-value-video/How a marketer can turn a hypothesis into action.Tue, 19 Dec 2017 12:55:00 Z<![CDATA[Brian Dennehy: Customer Lifetime Value]]><![CDATA[By Brian Dennehy]]>https://www.bain.com/contentassets/4419b0850134417ea47dee50fe16e8da/dennehy-still-large.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Sales and Marketing, Modern Marketing, Net Promoter System®]]><![CDATA[English]]>6ca9bb94-b2db-45ee-af5e-ead343519724https://www.bain.com/insights/you-know-where-the-future-is-headed/Setting a digital strategy starts with confronting two questions: Where is my industry headed, and what will be my company's role? Wed, 22 Nov 2017 01:00:00 Z<![CDATA[You Know Where the Future is Headed, So Why Aren't You There Already?]]><![CDATA[By Ouriel Lancry]]>https://www.bain.com/contentassets/f832326a5b684b7388b19cf063f7bca1/you-know-where-the-future-is-headed-so-why-arent-you-there-already-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Applied Technology & AI, Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>7dde8691-926c-4162-9766-b666823fad05https://www.bain.com/insights/evolving-the-customer-experience-in-banking/Should banks worry about Amazon's quiet moves into financial products, including Amazon Cash?Mon, 20 Nov 2017 01:00:00 Z<![CDATA[Evolving the Customer Experience in Banking]]><![CDATA[By Gerard du Toit and Maureen Burns]]>https://www.bain.com/contentassets/ff8cd79182eb4cf197f3e47663bebe13/evolving-the-customer-experience-in-banking-alexa-move-my-bank-accounts-16_9.jpg<![CDATA[brief]]><![CDATA[Report]]><![CDATA[Financial Services, Banking]]><![CDATA[Customer Experience]]><![CDATA[English]]>856727b0-4523-4de1-b1aa-b9f8c06bc0eehttps://www.bain.com/insights/how-to-make-your-drug-launch-a-success-invivo/Three factors are key to a successful drug launch.Mon, 23 Oct 2017 01:00:00 Z<![CDATA[How to Make Your Drug Launch A Success]]><![CDATA[By Rafael Natanek, Christoph Schlegel, and Michael Retterath]]>/globalassets/insights/trade-and-top-tier-logo-tiles/invivo_1_1440x810.png<![CDATA[article]]><![CDATA[In Vivo]]><![CDATA[Healthcare & Life Sciences]]><![CDATA[Strategy, Sales and Marketing, Customer Experience]]><![CDATA[English]]>11e9fd3c-74a7-4cb9-aeee-fbe878369068https://www.bain.com/insights/customer-lifetime-value/The most powerful marketing aligns machines, metrics and minds.Wed, 02 Aug 2017 01:00:00 Z<![CDATA[Customer Lifetime Value: A Better Compass to Guide Your Marketing Automation]]><![CDATA[By Laura Beaudin, Brian Dennehy, and John Grudnowski]]>https://www.bain.com/contentassets/54194ae995a24dc4a87d9e5a6bb7d01d/customer-lifetime-value-a-better-compass-to-guide-your-marketing-automatio-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Modern Marketing, Net Promoter System®]]><![CDATA[English]]>8dde9657-35d4-49f5-bc1f-9bad06dc5d4fhttps://www.bain.com/insights/the-future-of-feedback-sometimes-you-dont-have-to-ask/Advanced analytics can predict when a customer is happy (or not)—and then help you take action.Tue, 25 Jul 2017 01:00:00 Z<![CDATA[The Future of Feedback: Sometimes You Don't Have to Ask]]><![CDATA[By Rob Markey and Tom Springer]]>https://www.bain.com/contentassets/5891ed4e93334bf3a6c6d2e1bcd52e8a/the-future-of-feedback-sometimes-you-dont-have-to-ask-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>b3438312-bcfa-4852-9ad0-024ecd93b2fdhttps://www.bain.com/insights/running-the-business-through-your-customers-eyes/To create a truly excellent customer experience, more companies are turning to a new key unit of management: the episode.Fri, 07 Jul 2017 01:00:00 Z<![CDATA[Running the Business through Your Customer's Eyes]]><![CDATA[By Gerard du Toit, Rob Markey, Jeff Melton, and Frédéric Debruyne]]>https://www.bain.com/contentassets/4bd584dcdc4e4ce7a623498dba8228b5/running-the-business-through-your-customers-eyes-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Net Promoter System®, Customer Episode Design]]><![CDATA[English]]>5b9035eb-0e72-4aca-af5d-9200235e2b4bhttps://www.bain.com/insights/corrie-carrigan-episode-analytics-video/Three ways companies can use episode analytics tools to improve customer experiences.Wed, 28 Jun 2017 18:29:00 Z<![CDATA[Corrie Carrigan: Episode Analytics]]><![CDATA[By Corrie Carrigan]]>https://www.bain.com/contentassets/6becd0a5e91c4066bfc7dc747dfa9ccb/carrigan-large.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Performance Improvement, Customer Experience, Net Promoter System®]]><![CDATA[English]]>59e429c2-9d09-4f6d-a3ed-77c77a4e5c86https://www.bain.com/insights/eduardo-roma-episode-management-in-banking-video/Four things banks are doing to continuously design and fix customer episodes to deliver compelling results.Wed, 28 Jun 2017 17:01:00 Z<![CDATA[Eduardo Roma: Episode Management in Banking]]><![CDATA[By Eduardo Roma]]>https://www.bain.com/contentassets/0034ac4d97454f959645ad5edb3217ad/roma-large.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Financial Services]]><![CDATA[Net Promoter System®]]><![CDATA[English]]>4a1a7a15-7641-40d2-bb56-2939f1ad8b35https://www.bain.com/insights/laura-beaudin-social-posts-meet-net-promoter-feedback-video/Companies can integrate their social media and Net Promoter System feedback to boost customer advocacy.Tue, 27 Jun 2017 15:28:00 Z<![CDATA[Laura Beaudin: Social Posts Meet Net Promoter Feedback]]><![CDATA[By Laura Beaudin]]>https://www.bain.com/contentassets/9647676c3f1d491d842b3bf51dff5900/beaudin-still.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>261b2281-7a24-4b0f-9123-1723ae09ac9ahttps://www.bain.com/insights/katrina-bradley-mastering-the-episodes-that-count-with-customers-video/Four ways companies can improve customer episodes and meet customer needs more effectively.Fri, 26 May 2017 11:46:00 Z<![CDATA[Katrina Bradley: Mastering the Episodes That Count with Customers]]><![CDATA[By Katrina Cuthell]]>https://www.bain.com/contentassets/3b270844761743b19507c704e3910064/bradley-large.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Retail, Financial Services]]><![CDATA[Sales and Marketing, Customer Experience, Net Promoter System®]]><![CDATA[English]]>1cb78d89-2bbb-4950-8edc-447ac38827e5https://www.bain.com/insights/customer-episodes-infographic/Companies can successfully manage these important interactions with four easy steps.Thu, 25 May 2017 15:03:00 Z<![CDATA[How to Build Better Customer Episodes]]>https://www.bain.com/contentassets/766b317984cf402186dcea57bfeb6dc8/customer-episodes-infographic-final-16_9.png<![CDATA[multimedia]]><![CDATA[Infographic]]><![CDATA[Customer Experience]]><![CDATA[English]]>8827ba8d-5bf5-4a03-9f7e-80a74f303a90https://www.bain.com/insights/social-nps-infographic/Combine the Net Promoter System® and social media for powerful results. Fri, 28 Apr 2017 16:06:00 Z<![CDATA[Supercharge Your Social Listening]]>https://www.bain.com/contentassets/747b028210194af99b0667e0f5dbca5b/social-nps-infographic-final-16_9.png<![CDATA[multimedia]]><![CDATA[Infographic]]><![CDATA[Sales and Marketing, Applied Technology & AI, Modern Marketing, Net Promoter System®]]><![CDATA[English]]>1d98174b-3985-4a12-aded-012d7f9e6bcfhttps://www.bain.com/insights/rewards-loyalty-infographic/Getting loyalty right requires more than a stellar rewards program.Tue, 11 Apr 2017 16:02:00 Z<![CDATA[How to Turn Rewards into Customer Loyalty]]>https://www.bain.com/contentassets/e4796783c3e349c28245b132b829219f/rewards-loyalty-infographic-final-16_9.png<![CDATA[multimedia]]><![CDATA[Infographic]]><![CDATA[Sales and Marketing, Modern Marketing, Net Promoter System®]]><![CDATA[English]]>6f358b4a-e128-4969-a0bc-df9e4aa65ecehttps://www.bain.com/insights/social-posts-meet-net-promoter-feedback/Blending social media data with Net Promoter feedback could be the key to significant growth in customer advocacy.Mon, 06 Feb 2017 01:00:00 Z<![CDATA[Mash-up Wanted: Social Posts Meet Net Promoter Feedback]]><![CDATA[By Laura Beaudin]]>https://www.bain.com/contentassets/dc78f85384ba46a5b316fff63ec0b56a/mash-up-wanted-social-posts-meet-net-promoter-feedback-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>0a871f0b-8cb8-4a64-bdd6-fa4b081a74e4https://www.bain.com/insights/what-great-looks-like-in-banking-sales-practices/Banks need a new approach—one that focuses less on pushing products and more on attracting and retaining customers.Sun, 18 Dec 2016 23:00:00 Z<![CDATA[What Great Looks Like in Banking Sales Practices]]><![CDATA[By Richard Fleming and Joe Fielding]]>https://www.bain.com/contentassets/28145ebc49424eb7bb27eb3cfea6e220/what-great-looks-like-in-banking-sales-practices-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services]]><![CDATA[Net Promoter System®]]><![CDATA[English]]>8ec8cbd9-b5e9-4fd0-9c2b-5c4109b73e03https://www.bain.com/insights/frederic-debruyne-simple-and-digital-video/Companies can focus on three core elements to make their processes simple and digital while keeping the customer in mind. Thu, 17 Nov 2016 12:38:00 Z<![CDATA[Frédéric Debruyne: Simple and Digital]]><![CDATA[By Frédéric Debruyne]]>https://www.bain.com/contentassets/0a03bec5fa1f433792b0d9df98832309/debruyne-still.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Customer Experience, Accelerated Performance Transformation]]><![CDATA[English]]>6f817deb-0356-4a7d-82cc-09cece994ce4https://www.bain.com/insights/rewards-and-recognition-in-net-promoter-system/By building a culture around intrinsic motivation, your company can truly stand out as a customer leader. Wed, 26 Oct 2016 23:00:00 Z<![CDATA[Rewards and Recognition in the Net Promoter System®]]><![CDATA[By Rob Markey]]>https://www.bain.com/contentassets/0fe95942ec894ae2a8fb41ab42e4dd09/rewards-and-recognition-in-the-net-promoter-system-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>0d40fe0b-f6a1-4aef-9cf3-3a90ba929fcfhttps://www.bain.com/insights/reinvigorate-cross-selling/Three major trends have opened new opportunities to grow share of wallet.Tue, 11 Oct 2016 23:00:00 Z<![CDATA[Reinvigorate Cross-Selling]]><![CDATA[By John Senior, Tom Springer, and Lori Sherer]]>https://www.bain.com/contentassets/4f6f9822a9df4901b4c88ac37d70c150/reinvigorate-cross-selling-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Modern Marketing, Net Promoter System®]]><![CDATA[English]]>0322c31c-3aac-4243-b0fd-3f5d2ce30fe1https://www.bain.com/insights/customer-behavior-loyalty-in-insurance-global-2016/Current digital tools are creating opportunities in customer loyalty beyond basic coverage. Tue, 13 Sep 2016 23:00:00 Z<![CDATA[Customer Behavior and Loyalty in Insurance: Global Edition 2016]]><![CDATA[By Henrik Naujoks, Camille Goossens, Gunther Schwarz, Harshveer Singh, and Andrew Schwedel]]>https://www.bain.com/contentassets/2da2ed7c93b34e9691ca738e5785c492/customer-behavior-and-loyalty-in-insurance-global-2016-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Insurance]]><![CDATA[Net Promoter System®]]><![CDATA[English]]>cf4b0037-aa66-477a-9040-df3c05d31af4https://www.bain.com/insights/happier-customers-lower-costs-in-telecom/A guiding principle for a complete transformation starts with putting yourself in the shoes of customers and employees.Tue, 23 Aug 2016 23:00:00 Z<![CDATA[Simple and Digital: Happier Customers and Radically Lower Costs in Telecom]]><![CDATA[By Frédéric Debruyne and Jeff Melton]]>https://www.bain.com/contentassets/794bc65e9d9040d08e476903ec31325e/simple-and-digital-happier-customers-and-radically-lower-costs-in-telecom-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Telecommunications]]><![CDATA[Customer Experience, Accelerated Performance Transformation, Net Promoter System®]]><![CDATA[English]]>87e23521-0c3b-4c67-81cf-035461e87c98https://www.bain.com/insights/what-big-data-means-for-customer-loyalty/Only humans can fix broken policies or processes, but analytical tools can amplify their reach.Sun, 07 Aug 2016 23:00:00 Z<![CDATA[What Big Data Means for Customer Loyalty]]><![CDATA[By Chris Brahm, Aaron Cheris, and Lori Sherer]]>https://www.bain.com/contentassets/9d461e94fe4444a9bfb0ca1983473a81/what-big-data-means-for-customer-loyalty-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>e6a6e0c3-85a4-426c-befb-cd05b0d042f2https://www.bain.com/insights/the-pyschometrics-of-customer-feedback/Survey structure can trigger undesirable psychological phenomena, but asking the right questions first can limit these risks.Tue, 12 Jul 2016 23:00:00 Z<![CDATA[The Psychometrics of Customer Feedback]]><![CDATA[By Jason Lee]]>https://www.bain.com/contentassets/ffd53e78e1284eecbe7b13c275990a69/psychometrics-of-customer-feedback-530x242.jpg<![CDATA[article]]><![CDATA[Expert Commentary]]><![CDATA[Sales and Marketing, Customer Experience, Net Promoter System®]]><![CDATA[English]]>5cbceca2-44f1-4e02-891c-f501451cc0a3https://www.bain.com/insights/loyalty-insights-how-companies-build-customer-focused-front-line/Hiring empathetic, emotionally intelligent employees and putting them in a supportive environment is key to getting world-class results.Tue, 31 May 2016 23:00:00 Z<![CDATA[Hiring Right: How Companies Build a Customer-Focused Front Line]]><![CDATA[By Rob Markey]]>https://www.bain.com/contentassets/74a5742e608f4e1c9c759e4e4cbc62d0/hiring-right-how-companies-build-a-customer-focused-front-line-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Customer Experience, Net Promoter System®]]><![CDATA[English]]>2566ae5c-f4e1-4d2e-a8bd-7b69b7bd2f8ahttps://www.bain.com/insights/mundane-interactions-can-win-over-mobile-customers-american-banker/When it comes to earning consumer loyalty in banking, routine transactions matter most. But enhancing the customer experience with ease of use in mind is difficult for many banks, particularly when it comes to mobile.Tue, 24 May 2016 23:00:00 Z<![CDATA[Mundane Interactions Can Still Win Over Mobile Customers]]><![CDATA[By Mark Schofield, Gerard du Toit, and Maureen Burns]]>/globalassets/insights/trade-and-top-tier-logo-tiles/americanbanker_1_1440x810.png<![CDATA[article]]><![CDATA[American Banker]]><![CDATA[Banking, Financial Services]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>666f75bb-beed-4083-b274-247431e689a5https://www.bain.com/insights/just-make-it-easy-a-guide-to-loyalty-in-banking/Customers want simplicity and convenience, and often that means making interactions mobile.Tue, 10 May 2016 23:00:00 Z<![CDATA[Just Make It Easy: A Guide to Loyalty in Banking]]><![CDATA[By Mark Schofield, Gerard du Toit, and Maureen Burns]]>https://www.bain.com/contentassets/9a83799f60d34ad29fd407ea84f4675e/just-make-it-easy-a-guide-to-loyalty-in-banking-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services]]><![CDATA[Customer Experience, Net Promoter System®]]><![CDATA[English]]>cc679d2d-37db-4e4a-932e-c0fddbee3f4bhttps://www.bain.com/insights/the-strategic-need-to-improve-customer-experience-in-enterprise-it/The cloud makes the customer experience critical to future business success.Tue, 26 Apr 2016 23:00:00 Z<![CDATA[The Strategic Need to Improve Customer Experience in Enterprise IT]]><![CDATA[By Chris Brahm, James Dixon, and Rob Markey]]>https://www.bain.com/contentassets/152925fe952c49989dbcd1642ceeafe1/the-strategic-need-to-improve-customer-experience-in-enterprise-it-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Technology, Telecommunications]]><![CDATA[Customer Experience]]><![CDATA[English]]>755b6863-c12f-416b-bed0-bc2f77df500bhttps://www.bain.com/insights/loyalty-insights-assessing-your-net-promoter-system/Is your company achieving the full benefits of its customer advocacy effort?Wed, 16 Mar 2016 23:00:00 Z<![CDATA[Loyalty Insights: Assessing Your Net Promoter System®]]><![CDATA[By Rob Markey and Aaron Cheris]]>https://www.bain.com/contentassets/5df724cb5e144d2ca6ebfafbdd71cd79/loyalty-insights-assessing-your-net-promoter-system-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>161cc318-422a-4a5c-ad17-d3beede568a5https://www.bain.com/insights/loyalty-insights-journey-to-employee-advocacy-the-first-mile/How companies can lay the foundation for employee advocacy.Tue, 24 Nov 2015 00:00:00 Z<![CDATA[The Net Promoter System®'s Journey to Employee Advocacy: The First Mile]]><![CDATA[By Rob Markey]]>https://www.bain.com/contentassets/0cb942bcb618482cb7d84b00c8a7a7e2/the-net-promoter-systems-journey-to-employee-advocacy-the-first-mile-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>642f5b6f-2ee0-40f7-84ae-c585b03abd86https://www.bain.com/insights/jim-dixon-improving-customer-experience-in-enterprise-technology-video/As more products and services move to the cloud, companies need to make customer experience a priority.Thu, 05 Nov 2015 10:50:39 Z<![CDATA[Jim Dixon: Improving Customer Experience in Enterprise Technology]]><![CDATA[By James Dixon]]>https://www.bain.com/contentassets/4b9493d7f7dc47f7a506d18dcdffa5f5/dixon-customer-experience-in-enterprise-software-thumbnail.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Technology, Telecommunications]]><![CDATA[Sales and Marketing, Customer Experience]]><![CDATA[English]]>2248edd7-f6c2-4e08-b72d-4504500a577bhttps://www.bain.com/insights/applying-the-net-promoter-system-to-internal-customers/A robust internal Net Promoter System can help service teams, such as IT and HR, support those who serve customers. Fri, 02 Oct 2015 00:00:00 Z<![CDATA[Applying the Net Promoter System to Internal Customers]]><![CDATA[By Rob Markey]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>7e857792-af63-4a4d-9cd5-8865f94b4d04https://www.bain.com/insights/escaping-the-doom-loop-in-contact-center-operations/Many retail banks struggle to eliminate bad and avoidable calls, only to find that total call demand stubbornly remains high. Wed, 02 Sep 2015 00:00:00 Z<![CDATA[Escaping the Doom Loop in Contact Center Operations]]><![CDATA[By Michael Woodbury and Corrie Carrigan]]>https://www.bain.com/contentassets/a133d1d712004d82a87995a52b93056b/escaping-the-doom-loop-in-contact-center-operations-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Banking]]><![CDATA[Customer Experience, Service Operations]]><![CDATA[English]]>83baba3a-d1b0-45ef-883b-c5481c9a7a61https://www.bain.com/insights/executive-conversations-telstras-david-thodey-video/How Telstra put customer service at the forefront of its operations.Wed, 12 Aug 2015 16:25:33 Z<![CDATA[Executive Conversations: Telstra's David Thodey]]><![CDATA[By Rob Markey]]>https://www.bain.com/contentassets/dfe5dc7922a649c0b0e2d71b086cfb21/telstra-david-thodey.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Sales and Marketing, Customer Experience, Service Operations, Net Promoter System®]]><![CDATA[English]]>2925e79f-cdb7-46ba-9739-c26908129edehttps://www.bain.com/insights/transforming-a-company-by-learning-to-love-customers/How to become customer-friendly, using the Net Promoter System at the core of a broad transformation.Wed, 12 Aug 2015 00:00:00 Z<![CDATA[Transforming a Company by Learning to Love Customers]]><![CDATA[By Chris Harrop and Rob Markey]]>https://www.bain.com/contentassets/d580b56b89df419ebccaf8ca2052c3ee/transforming-a-company-by-learning-to-love-customers-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Service Operations, Net Promoter System®]]><![CDATA[English]]>8cf0addd-c1ec-4f10-96b6-b25f2a16b379https://www.bain.com/insights/huddle-up/Regular get-togethers—often daily or weekly—are a critical element of the Net Promoter System.Mon, 03 Aug 2015 00:00:00 Z<![CDATA[The Net Promoter System®'s "Huddle": How Employees Come Together to Focus on Customers and Teamwork]]><![CDATA[By Rob Markey]]>https://www.bain.com/contentassets/4685eb43a9ba4a58a30a48dff0c4b74e/the-net-promoter-systems-huddle-how-employees-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>bc5d6fd9-480c-408b-8716-d18fecb9c262https://www.bain.com/insights/front-line-of-healthcare-report-2015/A look at the shifting US healthcare landscape by the numbers.Fri, 05 Jun 2015 00:00:00 Z<![CDATA[Front Line of Healthcare Report 2015: The shifting US healthcare landscape]]><![CDATA[By Joshua Weisbrod and Julie Coffman]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Report]]><![CDATA[Healthcare & Life Sciences]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>1ad57659-b01d-4554-bd1f-e192f05a82ddhttps://www.bain.com/insights/bury-the-pilot-project-and-build-a-hothouse/Moving beyond lean at financial services companies.Wed, 13 May 2015 00:00:00 Z<![CDATA[Bury the pilot project and build a hothouse]]><![CDATA[By Peter Stumbles and Richard Fleming]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services]]><![CDATA[Performance Improvement, Customer Experience]]><![CDATA[English]]>b077facf-0d07-40cd-8014-a64ef397d28fhttps://www.bain.com/insights/are-you-experienced-infographic/Companies that offer a winning customer experience grow faster and develop loyal followings.Wed, 08 Apr 2015 11:13:16 Z<![CDATA[Are you experienced?]]>https://www.bain.com/contentassets/fe576157804141b1aafbe6e763e3c8ed/customer-experience-infographic-5-08-15-16_9.png<![CDATA[multimedia]]><![CDATA[Infographic]]><![CDATA[Sales and Marketing, Customer Experience]]><![CDATA[English]]>ed37d3fd-cae2-4883-9957-2ffd43e4e7d9https://www.bain.com/insights/the-five-disciplines-of-customer-experience-leaders/A compelling experience is the surest means to delight customers, engage employees and stand out from competitors.Wed, 08 Apr 2015 00:00:00 Z<![CDATA[The Five Disciplines of Customer Experience Leaders]]><![CDATA[By Frédéric Debruyne and Andreas Dullweber]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Customer Experience]]><![CDATA[English]]>af690af3-5c33-42e0-87c9-3b524e5af273https://www.bain.com/insights/gerard-du-toit-customer-loyalty-in-retail-banking-video/Gerard du Toit, a partner in Bain's Financial Services practice, explains how the "hidden defection problem" in banking is making customer loyalty more important than ever.Fri, 19 Dec 2014 01:07:35 Z<![CDATA[Gerard du Toit: Customer loyalty in retail banking]]><![CDATA[By Gerard du Toit]]>https://www.bain.com/contentassets/6ccd5e41b68f4eceb26a6ce34a5e37ef/du-toit.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Financial Services]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>089d70a3-d6d1-45a9-9c54-ae71af26b1fchttps://www.bain.com/insights/customer-loyalty-in-retail-banking-2014-global/Why customers love the smart fusion of digital and physical assets.Thu, 18 Dec 2014 00:00:00 Z<![CDATA[Customer Loyalty in Retail Banking: Global Edition 2014]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Report]]><![CDATA[Financial Services]]><![CDATA[Net Promoter System®]]><![CDATA[English]]>33473728-3cf4-420b-881f-4c3d3426cccdhttps://www.bain.com/insights/andreas-dullweber-do-your-b2b-customers-promote-your-business-video/How leading B2B companies build customer loyalty.Wed, 17 Dec 2014 09:31:44 Z<![CDATA[Andreas Dullweber: Do Your B2B Customers Promote Your Business?]]><![CDATA[By Andreas Dullweber]]>https://www.bain.com/contentassets/5e9d881162b44b7a8dae8d99d8658130/andreas-dullweber-do-your-b2b-customers-promote-your-business.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>76591021-b9cf-4abd-a7cf-360728ec9594https://www.bain.com/insights/beyond-the-pill-how-to-improve-the-customer-experience-in-pharma/A practical approach to creating value for patients and providers.Wed, 17 Dec 2014 00:00:00 Z<![CDATA[Beyond the Pill: How to Improve the Customer Experience in Pharma]]><![CDATA[By David Michels, Christian Rebhan, and Parijat Ghosh]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Healthcare & Life Sciences]]><![CDATA[Customer Experience]]><![CDATA[English]]>a65bf2dc-3498-4ec4-bc3d-74caa35d1479https://www.bain.com/insights/frederic-debruyne-how-to-be-a-customer-experience-leader-video/Great customer experiences produce great business results, yet many companies fail to tap into the power of loyalty.Mon, 08 Dec 2014 00:26:03 Z<![CDATA[Frédéric Debruyne: How to Be a Customer Experience Leader]]><![CDATA[By Frédéric Debruyne]]>https://www.bain.com/contentassets/1e6db849888d4740822cab78322fac55/debruyne-customer-experience.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Sales and Marketing, Customer Experience]]><![CDATA[English]]>9bce6adc-ffac-4043-b0ed-b62591924064https://www.bain.com/insights/andreas-dullweber-what-it-takes-to-win-with-customer-experience-video/In this short video, Andreas Dullweber, a partner in Bain's Customer Strategy & Marketing practice, discusses how companies can tap into the power of customer loyalty.Mon, 08 Dec 2014 00:26:03 Z<![CDATA[Andreas Dullweber: What it takes to win with customer experience]]><![CDATA[By Andreas Dullweber]]>https://www.bain.com/contentassets/7fba36fa2b3748688763a695499dd1d2/andreas-dullweber-what-it-takes-to-win-with-customer-experienc.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Sales and Marketing, Customer Experience]]><![CDATA[English]]>bd6cd76c-996d-42fa-9d29-dca5ef73d7aehttps://www.bain.com/insights/domenico-azzarello-whos-responsible-for-employee-engagement-video/How companies can reap the significant financial rewards that come from highly engaged employees.Mon, 08 Dec 2014 00:26:03 Z<![CDATA[Domenico Azzarello: Who's Responsible for Employee Engagement?]]><![CDATA[By Domenico Azzarello]]>https://www.bain.com/contentassets/119eda5996b1439d9310fe0e4055dc0d/whos-responsible-for-employee-engagement.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>7f345a51-2501-4cab-9bc2-905ce3406ac5https://www.bain.com/insights/david-michels-loyalty-in-pharmaceuticals-video/More pharma companies are starting to use the Net Promoter System so they can meet their customers' needs better, says Partner David Michels. Mon, 08 Dec 2014 00:02:17 Z<![CDATA[David Michels: Loyalty in pharmaceuticals]]><![CDATA[By David Michels]]>https://www.bain.com/contentassets/56782faba06748258bab7d61451013c6/michels-loyaly-pharma.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Healthcare & Life Sciences]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>8acd7d63-7f8a-4e82-b94c-ab13c7d6c0afhttps://www.bain.com/insights/gunther-schwarz-customer-loyalty-in-insurance-video/In this short video, Partner Gunther Schwarz shares some of the best practices of loyalty leaders in insurance. Wed, 19 Nov 2014 07:27:29 Z<![CDATA[Gunther Schwarz: Customer loyalty in insurance]]><![CDATA[By Gunther Schwarz]]>https://www.bain.com/contentassets/2b4873eab0fb408e81f1a85ebc3e478a/gunther-schwarz-customer-loyalty-in-insurance.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Financial Services]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>682c00b0-505d-487d-b338-24516b743077https://www.bain.com/insights/energetic-enthusiastic-and-creative/Employee advocacy as the key to customer centricity.Wed, 05 Nov 2014 00:00:00 Z<![CDATA[Energetic, Enthusiastic and Creative]]><![CDATA[By Rob Markey]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>9a0b84de-dbd7-4ee4-8b5e-721849bb07b4https://www.bain.com/insights/customer-innovation-in-wireless/Customers say they pay too much for wireless service, but many also say they would pay more for new services that target unmet needs.Tue, 30 Sep 2014 00:00:00 Z<![CDATA[Customer Innovation in Wireless: Avoiding Commoditization]]><![CDATA[By Dan Kuzmic and Peter Bowen]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Telecommunications]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>8b9c31a4-5167-4001-aeb5-81168e84bfd1https://www.bain.com/insights/charles-kim-breaking-the-back-of-customer-churn-video/In this brief video, Bain Partner Charlie Kim discusses how cable and telecom companies can rein in customer churn by cultivating loyalty. Wed, 17 Sep 2014 03:22:58 Z<![CDATA[Charlie Kim: Breaking the back of customer churn]]><![CDATA[By Charlie Kim]]>https://www.bain.com/contentassets/eb02abfbeeab45589f3166d37e22e367/breaking-the-back-of-customer-churn.jpg<![CDATA[multimedia]]><![CDATA[Video]]><![CDATA[Telecommunications]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>87cee1b9-d3d0-420b-9955-c5bbe14593bchttps://www.bain.com/insights/want-more-loyal-customers-bests-review/Customer loyalty has been tough to come by in the insurance industry, but companies that delight can woo even the most price-sensitive customers.Mon, 01 Sep 2014 00:00:00 Z<![CDATA[Want more loyal customers?]]><![CDATA[By Gunther Schwarz, Harshveer Singh, and Andrew Schwedel]]>/globalassets/insights/trade-and-top-tier-logo-tiles/bestsreview1440x810.png<![CDATA[article]]><![CDATA[Best's Review]]><![CDATA[Financial Services]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>affef9b2-92bc-44d5-8a63-38999364eebchttps://www.bain.com/insights/the-customer-advocacy-office-faqs/Common questions and answers about a Net Promoter System’s central team.Thu, 07 Aug 2014 00:00:00 Z<![CDATA[The Customer Advocacy Office: FAQs]]><![CDATA[By Rob Markey]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>22bc7546-e7b2-4045-a221-8406013de59ahttps://www.bain.com/insights/customer-loyalty-and-the-digical-transformation-in-p-and-c-and-life-insurance/By putting customers at the center of the universe, you can convert their loyalty into an economic advantage.Wed, 18 Jun 2014 00:00:00 Z<![CDATA[Customer Loyalty and the Digical Transformation in P&C and Life Insurance: Global Edition 2014]]><![CDATA[By Gunther Schwarz, Henrik Naujoks, Camille Goossens, Andrew Schwedel, and Harshveer Singh]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services]]><![CDATA[Net Promoter System®]]><![CDATA[English]]>1c40f6b8-665b-49e8-98d7-01adce5d194bhttps://www.bain.com/insights/the-essential-role-of-a-customer-advocacy-office/It takes more than a CEO to create a customer-centric business.Tue, 03 Jun 2014 00:00:00 Z<![CDATA[The Essential Role of a Customer Advocacy Office]]><![CDATA[By Rob Markey]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Net Promoter System®]]><![CDATA[English]]>9888f216-e413-4604-b9d0-bd4fcec2ad90https://www.bain.com/insights/mastering-the-new-reality-of-sales/As customers seize power and sales migrate online, B2B sales need a radical new approach.Wed, 09 Apr 2014 00:00:00 Z<![CDATA[Mastering the New Reality of Sales]]><![CDATA[By Dianne Ledingham, Mark Kovac, Laura Beaudin, and Sarah Dey Burton]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Customer Experience, Go-to-Market Strategy, Modern Marketing]]><![CDATA[English]]>032aecc3-e716-4cfe-9648-769d0eb31577https://www.bain.com/insights/the-benefits-of-a-competitive-benchmark-net-promoter-score/Learn how you are faring against the competition.Tue, 18 Feb 2014 00:00:00 Z<![CDATA[The Benefits of a Competitive Benchmark Net Promoter Score®]]><![CDATA[By Rob Markey]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>f1a5b3fb-2cb8-43fd-bd5b-c55a2ff394f4https://www.bain.com/insights/do-your-b2b-customers-promote-your-business/More than great engineering or product features, competitive advantage flows from the strong loyalty of customers.Wed, 12 Feb 2014 00:00:00 Z<![CDATA[Do Your B2B Customers Promote Your Business?]]><![CDATA[By David Michels and Andreas Dullweber]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>9cabcbb5-5973-438b-8f47-7efb5c189fadhttps://www.bain.com/insights/your-best-employees-work-for-love-not-money/Tying customer feedback to incentive pay often encourages the wrong behaviors.Mon, 07 Oct 2013 00:00:00 Z<![CDATA[Your best employees work for love, not money]]><![CDATA[By Rob Markey and Fred Reichheld]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>7cc5b061-47af-4f3c-a015-44c90f862183https://www.bain.com/insights/why-it-pays-for-pc-insurers-to-earn-their-customers-intense-loyalty-brief/The race to the bottom on price can be a dead end. Instead, leading insurers aim to deliver a service experience that delights customers.Wed, 28 Aug 2013 00:00:00 Z<![CDATA[Why it pays for P&C insurers to earn their customers' intense loyalty]]><![CDATA[By Sean O'Neill]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Insurance, Financial Services]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>5b6fbe73-0500-4298-8e3c-3bf3a90a88c5https://www.bain.com/insights/leading-a-net-promoter-system-company/Putting loyalty at the heart of the business requires executives who understand their job in a wholly new way.Mon, 05 Aug 2013 00:00:00 Z<![CDATA[Leading a Net Promoter System® company]]><![CDATA[By Rob Markey and Fred Reichheld]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>8cd7b801-4eb0-4f7c-9470-338a73739a97https://www.bain.com/insights/the-infrastructure-behind-a-net-promoter-system/A good Net Promoter System delivers a ton of useful information about your customers’ experience—but only if you have the operational infrastructure to support it.Tue, 28 May 2013 00:00:00 Z<![CDATA[The Infrastructure Behind a Net Promoter System®]]><![CDATA[By Rob Markey and Fred Reichheld]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>6d2b5191-4015-496f-ab60-68f6810cc682https://www.bain.com/insights/the-keys-to-effective-learning/Net Promoter System empowers employees by teaching them the skills they need to generate loyalty and enthusiasm among customers. Tue, 26 Mar 2013 00:00:00 Z<![CDATA[The keys to effective learning]]><![CDATA[By Rob Markey and Fred Reichheld]]>https://www.bain.com/contentassets/ee9d1ecabf5a4fe7968d9a76eb2eb2c9/the-keys-to-effective-learning-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>201fa900-05d8-42c1-931f-dd0fa3a1f82ahttps://www.bain.com/insights/future-of-the-bank-branch-in-asia-rewiring-staff-behavior/Given the pressures on margins in a low-interest-rate environment, Asian banks are seeking higher productivity from their staff in an increasingly digital world. Mon, 18 Mar 2013 00:00:00 Z<![CDATA[Future of the bank branch in Asia: Rewiring staff behavior for a more digital world]]><![CDATA[By Mark Schofield]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>eeb8ab93-4075-4451-9bc9-5186653d692chttps://www.bain.com/insights/calculating-the-economics-of-loyalty-forbes/Once you know how much a truly loyal customer is worth to you, you can figure out how—and how much—to invest in turning more “regular” customers into stars.Thu, 15 Nov 2012 00:00:00 Z<![CDATA[Calculating the economics of loyalty]]>/globalassets/insights/trade-and-top-tier-logo-tiles/forbes-1440x810.jpg<![CDATA[article]]><![CDATA[Forbes.com]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>c51a8697-2dfb-4ba4-a8fd-0013990d7ac0https://www.bain.com/insights/from-feedback-to-action/The tight link between feedback and action is a key design element of Net Promoter System. The systems provide different kinds of feedback, and they encourage action at multiple levels of the organization.Fri, 21 Sep 2012 00:00:00 Z<![CDATA[From feedback to action]]><![CDATA[By Rob Markey and Fred Reichheld]]>https://www.bain.com/contentassets/3cb5aebecb9c4942838fb47fdd66fe9b/from-feedback-to-action-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Customer Experience, Net Promoter System®]]><![CDATA[English]]>71e79148-2300-495a-9f4d-93873177e53dhttps://www.bain.com/insights/developing-a-root-cause-capability/Customers can always articulate what’s bothering them or what they most like about a company. But they don’t always know the full story behind their own feelings. Tue, 31 Jul 2012 00:00:00 Z<![CDATA[Developing a root cause capability]]><![CDATA[By Rob Markey and Fred Reichheld]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>62935ef6-84de-4bce-9def-3e46a84c59b8https://www.bain.com/insights/ceos-need-hard-data-on-customer-loyalty-hbr/Can you really run a business without information about the asset that is the source of all positive cash flow?Thu, 17 May 2012 00:00:00 Z<![CDATA[CEOs need hard data on customer loyalty]]>/globalassets/insights/trade-and-top-tier-logo-tiles/hbr-1440x810.jpg<![CDATA[article]]><![CDATA[HBR.org]]><![CDATA[Sales and Marketing, Customer Experience, Net Promoter System®]]><![CDATA[English]]>2269fa62-06f3-4423-9198-a69763e2a98chttps://www.bain.com/insights/the-economics-of-loyalty/Just how valuable are your most valuable customers?Fri, 23 Mar 2012 00:00:00 Z<![CDATA[The Economics of Loyalty]]><![CDATA[By Rob Markey and Fred Reichheld]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Service Operations, Net Promoter System®]]><![CDATA[English]]>d0b3ea60-3f1d-4c6d-8639-cc9071d9a66ehttps://www.bain.com/insights/the-value-in-wowing-your-customers-hbr/In a "Golden Rule" culture, employees go out of their way to please customers.Tue, 13 Mar 2012 00:00:00 Z<![CDATA[The value in wowing your customers]]><![CDATA[By Fred Reichheld]]>/globalassets/insights/trade-and-top-tier-logo-tiles/hbr-1440x810.jpg<![CDATA[article]]><![CDATA[HBR.org]]><![CDATA[Sales and Marketing, Customer Experience, Net Promoter System®]]><![CDATA[English]]>2935b21c-21e8-4df4-8248-9599f8535b56https://www.bain.com/insights/communications-services-providers-forbes/ Those that can will outpace their competitors over time.Thu, 16 Feb 2012 00:00:00 Z<![CDATA[Can communications services providers earn their customers' love?]]>/globalassets/insights/trade-and-top-tier-logo-tiles/forbes-1440x810.jpg<![CDATA[article]]><![CDATA[Forbes.com]]><![CDATA[Telecommunications]]><![CDATA[Sales and Marketing, Customer Experience]]><![CDATA[English]]>4c95b6c7-e184-4d5c-a10d-5c0027de9b87https://www.bain.com/insights/creating-a-reliable-metric-loyalty-insights/How to compile accurate, trustworthy scores week in and week out.Tue, 14 Feb 2012 00:00:00 Z<![CDATA[Net Promoter System®: Creating a reliable metric]]><![CDATA[By Rob Markey and Fred Reichheld]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>411656c7-2865-43ed-8c39-84ffca9d4790https://www.bain.com/insights/transform-your-employees-into-passionate-advocates/Loyal, passionate employees bring a company as much benefit as loyal, passionate customers.Fri, 27 Jan 2012 00:00:00 Z<![CDATA[Transform your employees into passionate advocates]]><![CDATA[By Rob Markey]]>/globalassets/insights/trade-and-top-tier-logo-tiles/hbr-1440x810.jpg<![CDATA[article]]><![CDATA[HBR.org]]><![CDATA[Sales and Marketing, Customer Experience, Net Promoter System®]]><![CDATA[English]]>3f857885-535d-444e-b955-bfe8766d5660https://www.bain.com/insights/introducing-the-net-promoter-system-loyalty-insights/You've probably heard of Net Promoter Scores as a measure of loyalty. But do you know how the Net Promoter System can transform your business? Thu, 08 Dec 2011 00:00:00 Z<![CDATA[Introducing: The Net Promoter System®]]><![CDATA[By Rob Markey and Fred Reichheld]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>c1269f03-60ce-473a-ad12-259029e19517https://www.bain.com/insights/profiting-from-the-golden-rule-hbr/Reputation is earned through the simple, age-old concept of the Golden Rule: treat others as you yourself would want to be treated.Tue, 25 Oct 2011 00:00:00 Z<![CDATA[Profiting from the Golden Rule]]><![CDATA[By Fred Reichheld]]>/globalassets/insights/trade-and-top-tier-logo-tiles/hbr-1440x810.jpg<![CDATA[article]]><![CDATA[HBR.org]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>0ffc94b4-1365-4f40-891b-f9c05f3ed7dahttps://www.bain.com/insights/why-customer-loyalty-matters-to-utilities/Should utilities really worry about customer loyalty, or should they just focus on price?Mon, 24 Oct 2011 00:00:00 Z<![CDATA[Why customer loyalty matters to utilities]]><![CDATA[By Andreas Dullweber]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[article]]><![CDATA[Article]]><![CDATA[Utilities & Renewables, Energy & Natural Resources]]><![CDATA[Net Promoter System®]]><![CDATA[English]]>51e1d91e-3a34-4d51-be83-cda11017ba91https://www.bain.com/insights/twitter-travel-and-the-power-of-the-engaged-employee-hbr/How a hurricane helped demonstrate one airline's culture of customer service.Tue, 27 Sep 2011 00:00:00 Z<![CDATA[Twitter, travel and the power of the engaged employee]]><![CDATA[By Rob Markey]]>/globalassets/insights/trade-and-top-tier-logo-tiles/hbr-1440x810.jpg<![CDATA[article]]><![CDATA[HBR.org]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>50032360-4f46-431e-8802-f4f6cf20cef4https://www.bain.com/insights/before-you-link-pay-to-customer-feedback-five-essentials-hbr/Don't link your incentive system to customer feedback until you have met these five preconditions.Thu, 22 Sep 2011 00:00:00 Z<![CDATA[Before you link pay to customer feedback: five essentials]]><![CDATA[By Rob Markey]]>/globalassets/insights/trade-and-top-tier-logo-tiles/hbr-1440x810.jpg<![CDATA[article]]><![CDATA[HBR.org]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>0052ff59-3cf2-4e94-a940-1f17b8be3a76https://www.bain.com/insights/the-ultimate-question-2/How Net Promoter Companies Thrive in a Customer-Driven WorldTue, 20 Sep 2011 00:00:00 Z<![CDATA[The Ultimate Question 2.0]]><![CDATA[By Fred Reichheld and Rob Markey]]>https://www.bain.com/contentassets/845eb3038b4e4ca1b000d8ad1eb1cb9b/book-site-the-ultimate-question-2-16_9.jpg<![CDATA[brief]]><![CDATA[Book]]><![CDATA[Sales and Marketing, Customer Experience, Net Promoter System®]]><![CDATA[English]]>dab1c560-c479-45af-a6db-ac78298b0858https://www.bain.com/insights/dangers-of-linking-pay-to-customer-feedback-hbr/Linking incentive compensation to customer feedback is risky business.Thu, 08 Sep 2011 00:00:00 Z<![CDATA[The dangers of linking pay to customer feedback]]><![CDATA[By Rob Markey]]>/globalassets/insights/trade-and-top-tier-logo-tiles/hbr-1440x810.jpg<![CDATA[article]]><![CDATA[HBR.org]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>1811fe87-791d-4b89-b858-4a4da9b02862https://www.bain.com/insights/companys-promoters-worth-thousands-more-than-detractors-hbr-daily-stat/Wealthy customers who recommend their bank to others are worth $9,500 more to that bank than customers who dislike it.Thu, 01 Sep 2011 00:00:00 Z<![CDATA[A company's promoters are worth thousands more than detractors]]><![CDATA[By Fred Reichheld and Rob Markey]]>/globalassets/insights/trade-and-top-tier-logo-tiles/hbr-1440x810.jpg<![CDATA[article]]><![CDATA[HBR.org]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>b0ab30a2-0559-4e01-b9be-db2b12b80256https://www.bain.com/insights/are-your-surveys-worth-your-customers-time-hbr/If you don't want your surveys ignored, keep them short and take action on what customers tell you.Tue, 23 Aug 2011 00:00:00 Z<![CDATA[Are your surveys worth your customers' time?]]><![CDATA[By Rob Markey]]>/globalassets/insights/trade-and-top-tier-logo-tiles/hbr-1440x810.jpg<![CDATA[article]]><![CDATA[HBR.org]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>9e3bd2d5-1810-4452-ac6e-d44228c7ec24https://www.bain.com/insights/can-communications-service-providers-earn-customers-love/As competition heats up for mobile, Internet and cable companies, the key to growth will be learning how to advance from being a “good enough” provider to one that customers get excited about.Thu, 11 Aug 2011 00:00:00 Z<![CDATA[Can communications services providers earn their customers' love?]]><![CDATA[By Domenico Azzarello and Mark Kovac]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Telecommunications]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>1bf8c467-29a7-4cf2-9095-507618bf870chttps://www.bain.com/insights/apple-stores-in-china-the-one-thing-they-cant-fake/There's one thing Apple knockoff stores can't fake: the customer experience.Tue, 09 Aug 2011 00:00:00 Z<![CDATA[Apple stores in China: the one thing they can't fake]]><![CDATA[By Rob Markey]]>/globalassets/insights/trade-and-top-tier-logo-tiles/hbr-1440x810.jpg<![CDATA[article]]><![CDATA[HBR.org]]><![CDATA[Sales and Marketing, Customer Experience, Net Promoter System®]]><![CDATA[English]]>37dc34b7-e8c4-42c8-b24d-a02e4576e0fchttps://www.bain.com/insights/winning-customer-advocacy-in-uk-retail-banking/Nearly every bank recognizes the importance of winning loyal customers, but most find it difficult to achieve.Sun, 20 Mar 2011 00:00:00 Z<![CDATA[Winning customer advocacy in UK retail banking]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>6ea79b97-b11c-456e-a4d0-536470eeb912https://www.bain.com/insights/how-leaders-get-the-most-of-salesforce/Bain & Company found that six frequently used tools consistently produce the most value.Sun, 20 Mar 2011 00:00:00 Z<![CDATA[How leaders get the most out of their salesforce]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>e9317111-1caf-4f29-a065-56c38557ac12https://www.bain.com/insights/foster-customer-loyalty-to-offset-lost-fees/Only banks with a solid base of loyal customers will be able to grow without mergers.Wed, 08 Dec 2010 00:00:00 Z<![CDATA[Foster customer loyalty to offset lost fees]]>/globalassets/insights/trade-and-top-tier-logo-tiles/americanbanker_1_1440x810.png<![CDATA[article]]><![CDATA[American Banker]]><![CDATA[Financial Services]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>3c3e2ae0-593b-4c8d-8628-f9632f9ec24ehttps://www.bain.com/insights/customer-loyalty-in-retail-banking-north-america-2010/Loyal customers stay longer, are worth more and are the best source of bank growth.Wed, 06 Oct 2010 00:00:00 Z<![CDATA[Customer loyalty in retail banking: North America 2010]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Report]]><![CDATA[Financial Services]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>a44ecf15-7815-4ba0-aeb9-4fccbb106132https://www.bain.com/insights/closing-the-customer-feedback-loop-newsletter/Companies need practical ways to convert the voice of the customer into front-line action. One of the most effective ways to create closed-loop customer feedback is based on the Net Promoter® Score.Wed, 10 Mar 2010 00:00:00 Z<![CDATA[Closing the customer feedback loop]]><![CDATA[By Andreas Dullweber]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[article]]><![CDATA[Article]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>1b9c09ca-ae3f-4c43-bbe8-a84f0edc1514https://www.bain.com/insights/closing-customer-feedback-loop/How Schwab shifted its focus from customer transactions to relationships.Tue, 01 Dec 2009 00:00:00 Z<![CDATA[Closing the customer feedback loop]]><![CDATA[By Andreas Dullweber]]>/globalassets/insights/trade-and-top-tier-logo-tiles/hbr-1440x810.jpg<![CDATA[article]]><![CDATA[Harvard Business Review]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>f3a40567-ddaf-48e0-9cd9-f88de707a384https://www.bain.com/insights/protect-and-grow-customer-loyalty-harvard-business-digital/Don't abuse customers when times are tough or you'll be the one with a black eye.Wed, 18 Mar 2009 00:00:00 Z<![CDATA[Protect and grow customer loyalty]]><![CDATA[By Rob Markey and Darrell Rigby]]>/globalassets/insights/trade-and-top-tier-logo-tiles/hbr-1440x810.jpg<![CDATA[article]]><![CDATA[Harvard Business Review]]><![CDATA[Financial Services]]><![CDATA[Sales and Marketing, Pricing, Net Promoter System®]]><![CDATA[English]]>9322991e-add0-47d2-94e5-fa068a04f535https://www.bain.com/insights/retaining-car-buyers-service-with-a-smile/ Owners' brand enthusiasm tends to erode as the vehicle ages and the warranty expires. But it is precisely at this point—about four years after the initial sale—that the leaders capitalise on their loyalty advantage.Fri, 12 Dec 2008 00:00:00 Z<![CDATA[Retaining car buyers: service with a smile]]>/globalassets/insights/trade-and-top-tier-logo-tiles/theeconomictimes1440x810.png<![CDATA[article]]><![CDATA[The Economic Times]]><![CDATA[Automotive, Machinery & Equipment, Advanced Manufacturing & Services]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>56a60e5d-decf-4d8a-8086-753523d0d99bhttps://www.bain.com/insights/turbocharge-sales/The TOPSales framework can boost both sales and margins.Wed, 10 Dec 2008 00:00:00 Z<![CDATA[Turbocharge sales]]><![CDATA[By Darrell Rigby]]>/globalassets/insights/trade-and-top-tier-logo-tiles/hbr-1440x810.jpg<![CDATA[article]]><![CDATA[Harvard Business Review]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>7dc2c2d8-b909-4552-9e9c-7bc8da7c8219https://www.bain.com/insights/leading-with-loyalty/Companies that attract and keep loyal customers grow much faster than their industry. Sat, 31 May 2008 00:00:00 Z<![CDATA[Leading with loyalty]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[article]]><![CDATA[Article]]><![CDATA[Consumer Products, Healthcare & Life Sciences]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>51a511bb-8f8e-4339-a0ef-16b7d25e6ea8https://www.bain.com/insights/turning-your-consumers-into-die-hard-fans/Most senior executives at consumer products companies can say with complete conviction that their business strategy is entirely focused on the consumer.Tue, 30 Jan 2007 00:00:00 Z<![CDATA[Turning your consumers into die-hard fans]]><![CDATA[By Vijay Vishwanath and James Allen]]>https://www.bain.com/contentassets/08e720f7f1f3428f8af2996f000f9104/turning-your-consumers-into-die-hard-fans-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Consumer Products]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>9435a34e-980b-4459-ba23-cee5622026d6https://www.bain.com/insights/the-new-growth-challenge-in-asian-financial-services/As the race to win the hearts and wallets of consumers in Asia heats up, financial services companies still face an uphill climb.Wed, 25 Oct 2006 00:00:00 Z<![CDATA[The new growth challenge in Asian financial services]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Financial Services]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>2f1dbd66-1693-41d6-a95e-4c0d04e58c21https://www.bain.com/insights/how-to-win-and-retain-loyal-customers-in-asia-and-australia/Service industries across the Asia-Pacific region-from banking to retailing to telecommunications—have profited from Asia's economic rise, but often at their customers' expense. Mon, 16 Oct 2006 00:00:00 Z<![CDATA[How to win--and retain--loyal customers in Asia and Australia]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[brief]]><![CDATA[Brief]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>1c403379-b904-4fe6-b8b3-4af11fcce282https://www.bain.com/insights/nps-the-next-six-sigma-the-net-promoter-score/Business leaders and investors are likely to hear more about NPS, and not just from GE. NPS is the culmination of more than 20 years of work aimed at developing a reliable measure of customer loyalty. Mon, 25 Sep 2006 00:00:00 Z<![CDATA[NPS: The next Six Sigma? The "net promoter score" for measuring customer loyalty is emerging as a favorite metric for managers seeking organic growth]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[article]]><![CDATA[Article]]><![CDATA[Consumer Products]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>577e3c48-57df-40c9-9492-8dbc7c1407a5https://www.bain.com/insights/top-10-reasons-you-dont-understand-your-customers/Our top 10 list of the reasons why customer surveys don't work.Mon, 01 May 2006 00:00:00 Z<![CDATA[The top 10 reasons you don't understand your customers]]><![CDATA[By Fred Reichheld]]>/globalassets/site-settings-imagery/insights-default-16_9.jpg<![CDATA[article]]><![CDATA[Article]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>aae4d0d6-767e-4268-855d-68fbcdf95562https://www.bain.com/insights/the-ultimate-question-driving-good-profits-and-true-growth/Driving Good Profits and True GrowthFri, 03 Mar 2006 00:00:00 Z<![CDATA[The Ultimate Question]]><![CDATA[By Fred Reichheld]]>https://www.bain.com/contentassets/2bf227291c6c467f8ee94943ad952b1d/book-site-the-ultimate-question-16_9.jpg<![CDATA[brief]]><![CDATA[Book]]><![CDATA[Sales and Marketing, Customer Experience, Net Promoter System®]]><![CDATA[English]]>40b6b2fb-e8ae-436a-a857-50e03a0e504chttps://www.bain.com/insights/loyalty-rules-how-todays-leaders-build-lasting-relationships/How Today's Leaders Build Lasting RelationshipsSat, 11 Aug 2001 00:00:00 Z<![CDATA[Loyalty Rules! ]]><![CDATA[By Fred Reichheld and Rob Markey]]>https://www.bain.com/contentassets/309e727dac7542c39924cfb3de810f38/book-site-loyalty-rules-16_9.jpg<![CDATA[brief]]><![CDATA[Book]]><![CDATA[Sales and Marketing, Net Promoter System®]]><![CDATA[English]]>