From data to devotion: The analytics of customer loyalty

In this episode, we’re diving into something every one of us experiences – but may not always think about strategically: customer relationships. Why do we stay loyal to some brands and leave others after one frustrating interaction? How are analytics and AI helping companies predict churn, personalize experiences, and build trust in a world where customers have more power than ever before?

Helping tackle these questions is Ankit Agrawal, whose work sits at the intersection of analytics, customer experience, and business strategy. We’ll talk about what companies are getting wrong about loyalty, how CRM has evolved, and why the future of customer relationships may depend as much on empathy as it does on algorithms.

I believe the role of CRM has fundamentally evolved from being a system of records to more of a system of insights. A system where organizations are having a strategic capability to manage the customer interactions and touch points that happen seamlessly. And it's no longer about just managing those transactions, it's about building the relationships with the customers. And it's all about orchestrating end-to-end experiences. And really that shift is driven by broader changes in the economy, I would say. So really what I consider a change that is happening is moving from a transactional economy to more like a relationship-driven economy.

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