Today’s headlines are ablaze with privacy scandals and consumer demand for transparency in data collection. From Facebook to Amazon, we aim to bring down giants for perceived intrusions on our autonomy. These are powerful political concepts that dominate … Continue reading
A recent report from Gartner found that a large majority — 81% — of customer experience (CX) leaders predict they will compete mostly or entirely on CX. However, less than half of those responding have established the rationale for … Continue reading
One school of thought among customer service managers today is that it doesn’t pay to wow your customer. Instead, it is more desirable — and more cost effective — to “meet expectations.” Regardless of whether you agree or disagree … Continue reading
Authentic. It’s a term that retailers are using increasingly to describe how they aim to be and communicate with customers. It’s also a word that customers use to describe their ideal retailer. Shoppers’ expectations have changed. It’s no … Continue reading
Retail exists in an ongoing tension: how to run retail profitably without forfeiting its heart – to meet people’s needs and bring joy. Unified technologies are integral in this balance, offering a truer picture of your business and … Continue reading
