Customer Experience

Tagging the latest customer experience insights to deliver what matters to you most. ProKarma posts content that connects people, businesses and organizations with intelligence resources for the greatest success.

Las cinco “verdades de lealtad” que sustentan nuestro estatus como líder de lealtad

Nos complace anunciar hoy que Lenati, ahora PK, ha sido nombrada líder por Forrester Research Inc. en The Forrester Wave ™: Loyalty Service Providers, informe del tercer trimestre de... ...Read more

The Habits Behind a Highly Successful Loyalty Program

While there are many theories as to why some loyalty programs succeed while others either fail or run on autopilot without generating ongoing customer engagement, the science behind habitual... ...Read more

Putting the Pieces Together: Tips for Connecting Fragmented Data

Consumers increasingly expect an omnichannel shopping experience, and retailers are beginning to feel the urgency to respond. According to a recent Shopgate report, more than two-thirds (67 percent) of retailers now say omnichannel retailing... ...Read more

Why You Should Strengthen Your Retail Analytics Strategy with Multiple Versions of the Truth

With an influx of data into retailers’ environments—from e-commerce, social media, in-store data and supply chain technology, to name a few new sources—structuring how to interpret that data and... ...Read more

Winning the Energy Utility Digital Experience Game

While recently researching technology adoption curves, I noticed many readily available illustrations begin with the emergence of the electrical grid. That seems to be a sensible entry point to... ...Read more

Reducing Call Volume While Maintaining C-SAT: No Joke

We all know the old joke: A guy says to his doctor, “It hurts when I do this [makes a waving motion].” His doctor studies the motion carefully and... ...Read more

Unified Commerce is the New Black

What We Mean When We Talk About Unified Commerce  The term unified commerce has come into vogue in the retail sector. But what does it mean? Some retail experts... ...Read more

SEC Analysis Determines How Customers Buy

Knowing whether buyers conduct consideration with complete, partial or minimal information about the qualities of goods they seek is an essential starting point for customer experience strategy. This method... ...Read more

Enhanced Experience: Satisfaction, Quality and Personalization

Quality has an important role in Satisfaction. Quality is not only a moderator of satisfaction, but it is a direct precursor to satisfaction. It is simply an evaluation by... ...Read more

Making Personalization Work for You

More often than we see good examples of personalization, we see the bad. There are countless examples across social media of customers experiencing companies missing the point when it... ...Read more