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 […]