Many businesses invest substantial amounts of time, money and effort into acquiring new customers with a vision that business growth comes from a wider customer base. The renewals process is...

Personalisation is no longer a novelty but an essential. In fact, 63 percent of customers expect personalisation as a standard of service. Customers want personalisation across multiple touchpoints within their...

Living in a digital age, data is an abundant resource, yet remains undervalued and underinvested in. The result of poor management, maintenance and governance of data is severalfold: employees reduce...

No matter how much you think you know about your users, conducting user research is crucial to uncovering valuable insights and aligning your product or service to your user’s needs...

Black Friday this year will look rather different to previously, as retailers grapple with how to respond to reduced store capacity and the subsequent increased online demand. Despite the economic...

You have a backlog of CX improvement initiatives: now what? Prioritising customer experience (CX) initiatives is an age old dilemma for many organisations. Yet now, with the implications of Covid-19,...

Lockdown has accelerated the growth of online shopping. Are you set up to harness this growth and create long-term loyalty? As a follow-up and summary of our two-part podcast on...

Having reflected on what what makes a great online customer experience in part one of this two-part podcast, here we discuss how the browsing experience fits into the end-to-end customer...

How Amazon Go will use AI to offer the frictionless in-store experience. For the last three decades, grocery retailers have tried to overcome the inconvenience of payments in the store’s...

Customers have been forced into tech literacy by the lockdown. Are you set up to harness this growth and offer these customers a great online shopping experience? Join Sophie, Bisha,...

Whilst 2020 looks rather different from what grocery retailers might have expected, the continued consumer shift to online shopping comes as no surprise. Lockdown has accelerated this trend, but retailers’...

The success of an Enterprise Resource Planning (ERP) transformation depends primarily upon three elements: ‘will’, ‘skill’ and ‘opportunity’. The future opportunity that justifies the cost; the skill of those delivering...