Are you Successfully Removing Experience Gaps from Your Omnichannel Journey?

As recent as 2014, leading analysts including Forrester, Accenture, IDC, Ipsos MediaCT, Sterling Brands and Google Think were building a case for the omnichannel model.[1] It was considered a competitive advantage that most retailers were unable to leverage. It has rapidly evolved from being something that only ‘sophisticated’ retailers pursued to something most retailers today […]

Why People Should Be at the Heart of Your Retail CX Strategy

Already in 2016 I wrote a post with a projection – “One Customer Experience Tool That Will Get Significant Attention in 2016”. I was at that point in time inspired by an article in Harvard Business Review arguing that technology lacks flexibility. When we’re interacting with a person and we’re having trouble understanding something, the […]

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 […]

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