Can data predict the future?
Home Employee Engagement Organisations can confidently infer valuable signals about their employees’ plans and intentions. Can data predict the future? The Loyalty Lighthouse lowdown:Organisations are very adept at using basic data to learn things in hindsight. Recently, they’ve also started using it to get real-time insights. But now it actually has the potential to give […]
A contact centre game changer: QA + AI = “kwaai”
Home Customer LoyaltyUsing artificial intelligence to aid and improve quality assurance has radical benefits for everyone, at every step. A contact centre game changer: QA + AI = “kwaai” The Loyalty Lighthouse lowdown:AI and data have the clear potential to radically change the way contact centre QA operates. Where continuous improvement is crucial but often […]
Why aren’t more businesses doing personalisation better?
Home Rewards The potential is alluring, but getting there is more of a crawl than a sprint. There are reasons for that.The Loyalty Lighthouse lowdown:The potential of personalisation is alluring, with benefits for companies, their employees, business partners and customers. But despite its promise, good personalisation is still uncommon. That’s because there are obstacles, especially […]
Data as detective: showing you things you otherwise wouldn’t see
Home Channel IncentivesData is full of hidden clues. If you can find them, you can use them to solve difficult business challenges. The Loyalty Lighthouse lowdown:Data can reveal and illuminate aspects of business that previously might have been hidden or inaccessible. It provides clues that can be used to solve important business challenges, and help […]
Business’s data with destiny
Home Data’s practical arrival might be a little delayed, but it’s coming. And it’s bringing some gifts.The Loyalty Lighthouse lowdown:A few years ago, data talk was all the rage. The media hype was tangible. Yet, it hasn’t quite arrived yet; not with the anticipated bang. Don’t be misled: it may be taking a little while, […]
Reward forward: eternal, but evolving
Home RewardsRewards are enduringly and universally reliable. But the way they’re given and used changes across generations and over time.The Loyalty Lighthouse lowdown:Rewards work. And many reward programs today look similar to what they did in the past. It’s in the details that they’ve changed and improved. Cash value rewards still rule, but what they’re […]
From mass media to minutiae, from reach to reaching out
Home Customer LoyaltyThese days, communicating with different customers is a lot more complicated. But it also presents a lot more opportunity.The Loyalty Lighthouse lowdown: The proliferation and splintering of media, and the different ways in which people use them, makes communicating with customers more complex than ever. It’s more layered and detailed, and should be […]
People before patterns
Home Sales & Channel IncentivesIt’s useful to categorise people. But segmentation is simplification, and no substitute for getting personal.The Loyalty Lighthouse lowdown:Demographic segmentation is useful. But it has its limitations. How can we go beyond its aggregated patterns and neat categorisations? By using data to get really personal. By getting out from behind our desks […]
The changing rules of engagement at work
Home Employee EngagementTo engage or not to engage? That is not the question. Rather, it’s about how different folks respond to different strokes.The Loyalty Lighthouse lowdown:Employee engagement is no longer a question of if; it’s now about how. Generational shifts have driven two big trends that are changing the way organisations engage their people. One, […]
Different, but the same: minding the generation gap
Home Are Baby Boomers, Gen Xers, Millennials and Gen Zs really as different as we think? It’s complicated…The Loyalty Lighthouse lowdown:There are generation gaps. People of different ages use different media and should be communicated with in different ways. They also want to be engaged in different ways. On the other hand, everyone wants to […]
