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Blog
A retailer’s guide to driving modern customer experiences

What are the modern customer experiences expected by retail customers today and how do online customers differ from those using apps or a website? Recent analysis published in Retail Customer Experience attempted to unpick this question and create some general guidelines for retailers. There are some fairly standard CX trends and expectations shared across most brands in retail: We must...

Blog
Leveraging robotics in the retail customer experience

When most executives think about the role of robots in improving the customer experience they tend to think about Robotic Process Automation (RPA). RPA takes fairly repetitive processes, such as managing a loyalty database, and automates them. We might call the system robotic, but RPA is often just...

Blog
Why it’s crucial for retailers to understand in-store behavior

91% of retail activity still takes place inside stores, yet much of the attention on customer experience innovation has been focused on how to personalise websites and apps. The most profitable customers are those who switch easily between the in-store and online environment. But how well do you...

Blog
How will AI change the role of the customer advisor?

Much has been written about the evolution of Machine Learning and Artificial Intelligence and how these technologies will impact the customer experience, particularly in retailers where in-store and online customer advice is so important. Opinions vary from those who believe that the technology is...

Blog
What are the upcoming technology trends in retail?

The rate of change in customer experience expectation appears to accelerate every year. A decade ago most customer service managers were overseeing a contact centre that processed voice calls and emails after the customer had made a purchase. Now, the customer experience needs to be managed across...

Blog
KYC: Compliance and improvement of customer experience

KYC or Know your customer is the name given to the process of verifying the identity of a company's customers. The term is also commonly used to refer to banking regulations and the specific identification rules it imposes. However, the need to identify customers is increasingly important, ranging from banking to insurance, car rental companies to vehicle sharing platforms, crowdfunding...

Blog
Many retailers are now fighting daily cyber attacks

Cyberattacks and data breaches are becoming more common in the retail industry. New research found that 16% of retailers are being attacked on a daily basis and 11% said that it is taking place two or three times a week. Although these figures sound like only a minority of companies are affected,...

Blog
The development of multilingual hubs for an improved customer service

Outsourcing has changed dramatically in recent years. A decade ago most companies exploring an outsourcing strategy were looking to reduce their operating costs by locating business processes outside of their core operation. Today there is a far more complex business environment where outsourcing...

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