Boston Consulting Group and Capillary Technologies present a whitepaper on improving customer engagement through data-driven strategies. The report introduces the Stop Hold Purchase (SHoP) framework to assess Data Led Customer Engagement (DLCE) maturity across organizations, revealing key opportunities for growth. It emphasizes the importance of combining digital and human capabilities, with a focus on loyalty programs. The study benchmarks over 100 companies, offering insights into advancing DLCE maturity, which can lead to a 15%+ increase in topline revenue. The report also provides a roadmap for enhancing loyalty and driving customer engagement.

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