If you’ve been paying attention to retail for past few years, you know that things are looking bleak for a number of what were once household names. If you’ve been paying a little closer attention, you know that not all hope is lost. Retailers that have adjusted their in-store experience to match what 2017’s customers are looking for, are actually doing quite well. Brands like Tesla, Eataly, and Apple have contributed to what marks a radical shift

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In our latest series of interviews we’ve set out to truly understand customer experience, to establish where it is now, and find out where it will go next. This week we’re speaking to Brian Solis, award-winning author, keynote speaker and Principal Analyst for Altimeter Group, the digital analyst group at Prophet. Hi Brian, what do you think have been the most significant advances in CX in previous years? You can’t talk about customer experience if you don’

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In our latest series of interviews we’ve set out to truly understand customer experience, to establish where it is now, and find out where it will go next. This week we’re speaking to Neil Davey, Editor of MyCustomer... Hi Neil, how did you end up specializing in CX? My background was originally in newspaper journalism before I started writing for Internet Works, one of the earliest publications in the UK covering digital business. Even back then we touched

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Welcome to the latest industry update from BookingBug. Every month, we summarize a handful of the key stories that you may have missed along the way. Find us on Twitter and LinkedIn to receive regular updates. From the industry: Brands unclear who should take responsibility for customer experience Marketing Week June 1, 2017 “Just 35% of CMOs believe it is their responsibility to use customer data insights to improve the customer experience, compared to 37% of CEOs and a mere

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In our latest series of interviews we’ve set out to truly understand customer experience, to establish where it is now, and find out where it will go next. First up is Blake Morgan, Keynote Speaker, Futurist, Customer Experience Reporter at Forbes and Author of More is More. Hi Blake, Let’s start with what you think have been the most significant advances in CX in previous years? It's an interesting time in history, because people, no matter what type

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Even as online banking usage continues to grow, major retail banks are struggling to create an ideal in branch experience to complement it. This is even more important in light of the finding that 70% of consumers now swap between online and offline channels when carrying out a transaction. This is just one of the findings from market research firm Lightspeed who we commissioned to poll 2,000 consumers across the US and UK, now available in our latest report,

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Salesforce has coined the current era as ‘The Age of the Customer’, where everyone and everything is connected. In banking, this transformation means that technology will play an increasingly significant role in, the way customers interact with their bank. But will the introduction of the bots, machine learning, and AI mean a better quality of customer service? Or do people still want the human touch? Among the benefits, machines are more accurate than human beings; they don’t get tired

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