Five Retail Predictions That Will Define the Way Consumers Engage with Brands and Who Will Come Out on the Other Side INTRODUCTION Digital transformation has impacted every aspect of our daily lives - both as consumers and as businesses. From coast to coast and “across the pond,” as they say, daily news cycles continually highlight another brand closing locations, reducing workforces and eventually going out of business completely as retailers struggle to keep up with online demand. I often get

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Spotlight on CX: Jeanne Bliss

Harry Hodges

by: Harry Hodges

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 Jeanne Bliss, CX pioneer, author and co-founder of the Customer Experience Professionals Association. Hi Jeanne, how did you end up specializing in CX? JB: I held one of the first versions of a CX role at Microsoft back in 1983 before going on to work

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Retailers are realizing that the customer journey is constantly evolving as the road to purchase continues to bounce between physical and digital worlds. As consumers cross between physical stores, laptops and mobile devices, retailers are tirelessly crafting new seamless experiences that utilize all these channels and best serve this omnichannel behavior. Amazon has just opened 7 new retail bookstores called Amazon Books and plans to open a dozen more. The first store is at Columbus Circle in New York City.

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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 Shep Hyken, CX Consultant and author of The Amazement Revolution. Hi Shep, let’s start by hearing a bit about yourself and how you became involved in CX? My speciality is customer service and experience expertise - there’s a big difference between the two.

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Hey Shoptalkers, This year ShopTalk have 3,000 of the best innovators in retail technology attending the European conference. But with so many great things to see, where do you head first? We’ve made a list of the 5 companies that have caught our eye: 1. TWIGGLE: Founded in 2014 by Dr. Amir Konigsberg and Dr. Adi Avidor, two ex-Googlers, Twiggle is using the most advanced technologies in machine learning, artificial intelligence, and natural language processing to power next-generation

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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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Welcome to the latest industry update from BookingBug. Every month, we summarize a handful of the key stories across the industry that you may have missed along the way. Find us on Twitter and LinkedIn to receive regular updates. From the industry: 5 Ways Chatbots Can Improve Customer Experience In Banking Forbes Aug 6, 2017 *“We’re already seeing banks such as Swedbank posting positive results of their chatbot tool called “Nina” built with Nuance Communications. The bank says of

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