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 […]

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 […]

The Best Ways to Promote Happy Staff and Customers for Improved CX

Customer experience and employee satisfaction are two sides of the same coin. Happy customers correlate to increased employee engagement and retention, customer service and sales. When employees are happier and more productive, customer satisfaction and revenue generating activities go up. This cycle is particularly vital in the healthcare, retail, finance and government sectors, in which […]

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