Publications

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

Design Thinking and Customer Experience

There has been a great deal written about “design thinking” in the past few years. Much focus has been placed on its value in helping define business strategy, with industrial design... ...Read more

Let’s Get Phygital: Customer Experience (CX) in an Omnichannel Universe

Ten Ways to Connect with Customers in an Omnichannel Universe Customers aren’t connecting with businesses the way they did even a year or two ago. It’s difficult to overstate... ...Read more

A New Methodology for Predicting the ROI of a Loyalty Program

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

The Guide to Driving Impact with Personalization

Personalization has been a topic of conversation among executives, marketers and leading brands for over a decade. In a 2014 study conducted by Adobe, when asked to prioritize one... ...Read more

The End of the Unsubscribe

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

The Future of Consumer Loyalty

Even with a superior product, brands that only rely on traditional loyalty programs can lose to competitors who create a superior experience. Empowered by technology, the demands of the 21st-century... ...Read more

2018 Account-Based Marketing ROI Research Report

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

Marketing Technology as a Strategic Asset

Learn How Leading Marketing Executives Are Approaching Their Technology Stacks. Marketing technology can be simultaneously empowering and overwhelming. It unleashes new opportunities to create more personalized customer experiences, optimize... ...Read more

Should Account-Based Marketing be a Part of Your Broader Marketing Strategy?

A Guide for B2B Enterprises Today’s business environment asks B2B marketers to create more impact with less budget, but the majority of marketing dollars fail to impact the accounts... ...Read more

Customer Acquisition Strategies

Build Breakthrough Customer Acquisition Strategies. For some companies, customer acquisition requires that they simply fill the top of the funnel through traditional advertising and promotion. But for most, winning... ...Read more