At Synchrony, Bess Healy’s focus is delivering hyper-personalized experiences to customers through insights-driven technology solutions. Using artificial intelligence in this way, has the power to ...

We're welcome to the last track of today for the customer behavior and experience track, which is machine learning means knowing customers better. Today's panel will be moderated by John Adams, ...

At a recent TED conference, psychologist Daniel Kahneman, Nobel Prize winner and one of the founders of behavioral economics, gave a talk on why our experiences and our memories can be so different. 1 ...

In my first article in this series, I laid out an approach for identifying the modes that people get into, and I introduced the idea of a mode map. For part two, I’d like to apply mode map thinking to ...

Loyalty isn’t love, it’s utility, habit and frictionless design, and it’s time marketers built programs that reflect that reality. Editor’s note: Loyalty isn’t love — it’s habit. In Part 2 of our ...

The mobile mindset - Jack Schneider, Heap Product Manager, explains why businesses need the full perspective of user behavior on different channels and devices to understand and leverage the customer ...

By Amanda AKUSHIE Customer experience is still widely misunderstood in many organizations. It is often treated as a frontline issue, something to be managed through customer service training, ...