A blog that puts things into perspective
Welcome to Perspective, a space for knowledge sharing that goes beyond trends to help you sharpen your strategic thinking and deepen your expertise. Here, our experts share practical perspectives grounded in real-world experience, along with proven techniques ready to be put into action.
How artificial intelligence is transforming customer experience (CX)
For a long time, artificial intelligence (AI) was perceived as a futuristic vision. Today, AI is no …
The two aspects of loyalty program performance
Most articles and discussions on the topic of loyalty programs are essentially about their design. P …
The fall of the Bay: What retailers should learn from it
The announced closure of Hudson’s Bay stores marks the end of an era for arguably the most emblemati …
8 trends in loyalty in 2025
Given that over 19 loyalty programs have a presence in Canadians’ wallets1, which represents signifi …
Customer-centric marketing in the era of generative AI
Boston Consulting Group (BCG), Gartner and McKinsey all predict that customer experience will be one …
Customer-centric marketing’s big comeback
Customer-centric marketing never really exited the spotlight. Consumers’ desire to protect their pri …
Holidays 2023: Flexibility leads to success in a constantly shifting landscape
The holidays are fast approaching, and 2023 will be a year particularly hard hit by the big changes …
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Why is customer satisfaction essential to loyalty?
The goal of relationship marketing is simple: to increase the value of a company’s customer base and …
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E-merchandising: How to showcase your products to increase sales
In the first article in this series, we provided the definition of e-merchandising and presented one …
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Investing in loyalty during a period of inflation
In recent months, economic instability has brought its share of uncertainty and represents a source …
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How to drive sales for your online business with e-merchandising
Want to be less dependent on media investments while maximizing your e-commerce platform’s conversio …
4 Pillars of a Customer Experience (CX) Culture
It goes without saying that a company focused on customer experience must hold clear, coherent value …
The human factor and UX: two inseparable in CX
On June 15, I had the pleasure of participating in the virtual internship organized by Les Affaires …
Revamp your site or optimize your conversion rate?
Your website is important to your business. In fact, it represents a significant source of revenue. …
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The death of the third-party cookie and its impact on content and customer experience
Nothing is constant except change. – Buddha The eventual removal of third-party cookies, scheduled f …
Lessons learned from common mistakes in digital transformation
We are in the eye of the perfect storm. An imminent recession, changing attitudes accelerated by the …
The power of AI and CX, together
Simpler than we tend to think, artificial intelligence is used to automate analyses and decision-mak …
[Infographic] Banking in Canada: How digital channels enhance client habits and behaviour
Personal banking is one of the industries most profoundly impacted by the rise, and now dominance, o …
Personalization: As Simple As a Visit To The Barbershop?
Without realizing it, your barber understands a few things about personalization better than many or …
Interview with Hugo Martin-Bonneville, customer experience strategist: Strategy does not only belong to strategists
This month, I met up with Hugo Martin-Bonneville, Customer Experience Strategist. As part of our cus …
User research: laying the groundwork for killer insights
e reaction of your digestive system (I’m kidding about the last one, but it’s not so far off), week- …
Bridging the gap between e-commerce and true digital transformation: 8 key challenges for merchants
Retailers face various challenges when they add an online sales channel to their strictly brick and …
Will 2017 finally be the year landing pages take off?
2017, the year of mobile? Been there, done that. 2017, the year of conversion? Maybe. Either way, if …
Is mass marketing dead?
For several reasons, marketing has evolved tremendously. TV and radio placements at prime time, full …
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