Customer experience (CX) is enabled by many things and organisations invest in most of them, but the success of any CX transformation can be tied back to the health of...
Project delivery has been at the heart of many of the most critical programmes for the government, from the pandemic to Brexit. Resolving important blockers and facilitating cross-departmental collaboration under...
Inviting a team of consultants to recommend and facilitate change within a business is a difficult decision. Concerns over whether they will listen to, and integrate with, in-house teams are...
When online retailing is in the ascendance, and the high street’s decline is accelerated by the pandemic; why are online retailers buying the competitors they’ve so successfully disrupted? How can...
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You’ve done the hard work to earn your customer’s attention, but how do you know if they’re loyal to your brand or how engaged they are with your business? Do...
Grocery delivery has seen rapidly changing customer behaviours over the last year; the number of UK consumers placing online orders doubled in the first few months of the pandemic. In...
In part one we covered the ways to up-skill your organisation to move towards becoming more customer centric. Here we tackle a less tangible aspect of aligning a cultural shift...
How does a retailer optimise their costs whilst tangibly improving their customer proposition? A look at new product development is a great place to start! “Cut”, “Slash”, “Minimise”; these are...
Joining Ed Kemp-Sloan in this retail-focused episode of Never Mind the Painpoints is Omar Paul, Director of Delivery and SVP Customer Success at MakePositive, and EX expert, Sophie Di Clemente....
Cost optimisation across retail is critical in the current climate, but in particular for grocery retailers, where there has been a clear squeeze on profit margins and customer satisfaction. In...
Becoming customer centric is no easy feat. The rewards are evident but the stumbling blocks to get there can often be overlooked. It’s time to take off the blinkers and...