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Retail and E-commerce

Black Friday retailers fail to meet demand!

Black Friday shopping across the UK reached record levels this year.  But, if you’re wondering why you didn’t see scenes of shoppers battling in the aisles on your TV screens, it’s because pretty much all of this year’s shopping was done online.  With overall Black Friday sales up 36% over 2014 but with in-store sales […]

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The Black Friday frenzy……how quickly did the major retailers respond?

Black Friday shopping across the UK reached record levels this year but with all the action happening away from the stores how did the customer experience hold up? We analysed the average response times of 10 major UK retailers, across 4 different channels. Here’s what we found:  

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Challenger Utilities Growing Faster Thanks to Customer Service

Can the challenger utility companies really use customer service as a tool for building their business? In his latest blog post David Turner examines some of the opportunities that the challengers might use as key differentiators. Read more here. 

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Are High Street Stores Now The Weakest Link For Retailers?

As I have often detailed here, omnichannel is here to stay. Customer expectations today demand that the experience they have of a brand is just as good online as offline and however they choose to communicate, the service will be great. That’s what customers expect today, but for many brands it is still not a […]

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Digital Coaching: Retailer Feature

‘Wouldn’t you rather not call me?’ Why the contact centre’s biggest contribution to retail success is to drive contact online. Two years ago the global consulting firm Deloitte threw a cat among the retailing pigeons with its prediction that by 2020 physical stores would be replaced by ‘showrooms’ whose sole purpose would be to support […]

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Blog
2019: marketplaces set to take the B2B market by storm

We look back at the B2B marketplace morning discussion to explain the main changes and challenges set to be feature in 2019. “Our starting point was the observation that whereas in 2017 we were at the very beginning of the "B2B marketplace spring", we are now seeing it in full bloom!” announced Sébastien Murbach, a Partner at Roland Berger, at the opening of the morning discussion on...

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News
Webhelp acquires Runway BPO

Webhelp reinforces its best-in-class nearshore portfolio Acquisition of Top Multilingual Customer Experience Firm Runway BPO Completed PARIS, May 16th, 2018 – Global leading BPO and customer experience company Webhelp has confirmed the acquisition of the majority of the share capital of top...

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News
Webhelp Wins Four Awards in the 2017 BPeSA and CCMG Awards

Leading global customer experience and business process outsourcing expert Webhelp has been named the top operator in four categories at this year's BPeSA and CCMG Industry Awards. For the first time this year industry bodies BPeSA and CCMG joined forces to run a combined awards process. The BPO...

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Whitepaper
The Spring of B2B Marketplaces : Modelling the impact of B2B Marketplaces strategies

Following the presentation of The Spring of B2B Marketplaces at the Marketplace Summit by Mirakl, we are pleased to make this fascinating study available to you! This study covers the state of B2B marketplaces today, and is proudly co-created by Roland Berger, Mirakl and Webhelp Payment...

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Case Studies
Post Office Limited®

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