Thriving in the Age of the Customer

Empowered customers are changing the market fundamentals for virtually every industry, forcing companies to reinvent their strategy and operations. Gartner Research reports that 89% of companies expect to compete mostly on the basis of customer experience. But according to Forrester, with only 5% of organizations feeling that they have mastered digital to a point of […]

The 4 Tips You Need to Improve Productivity and Customer Delight

Creating an impactful and personal customer journey begins with a clear and useful knowledge of how people interact with your environment, team, and offerings. Staff members working to achieve company objectives and perform their roles with the greatest possible productivity are most likely to succeed if they understand what customers want to achieve from start […]

4 Ways Social Robots Improve Customer Experience in Retail Stores

When I attend Omnichannel events and summits it’s rare that I find truly innovative keynotes and workshops on physical retail. I often hear about the importance of bridging the gap between the online and the offline world, but most of the time the focus is not on the store. People also talk about measuring touchpoints […]

Why Omnichannel Banking Matters Now More Than Ever

Already in 2015-2016, the banking industry reached a tipping point. The number of people using mobile banking applications surpassed the number of customers still going to their local branch to take care of their regular needs. Likely as a consequence of the growing number of new digital banking users, the number of bank branches in […]

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