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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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 …
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 …
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 …
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 …
Is mass marketing dead?
For several reasons, marketing has evolved tremendously. TV and radio placements at prime time, full …
“Adaptive” or “responsive” layout: advantages and disadvantages
More and more people are visiting your site from a mobile device. At the same time, screen sizes are …
How visitors judge your site: 6 factors related to intuition and emotions
Investing more time on a site is a decision. A decision that we make several times a day. However, t …
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The importance of user-generated content
According to a study carried out by Rubicon Consulting on 3000 US Internet users, the use of social …
When Changing a Button Gets You $300 Million
It was in the middle of a brainstorm with Vigeant and LD that we debated on the optimal process in t …
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(Almost) liveblogging of the Infopresse day on retail: the impact of web marketing on offline sales methods
Here are my notes from the conference by Stéphane Drouin, founder and partner, SVM
Make a good 404 page – 10 tips
The 404 page always gives the impression of having arrived in an uncharted part of the Internet. A k …
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