Earlier this year we produced a report highlighting some surprising statistics about customer habits and attitudes to online and offline shopping. Since then these industry insights have informed hundreds of companies’ marketing strategies so, due to popular demand, we will be publishing our omnichannel predictions for 2018 in the New Year! In order to predict 2017’s consumer trends we asked over 2,000 shoppers across the UK and US about their habits, preferences and experiences. What we discovered was

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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 Sam Stern, the Principal Analyst serving customer experience professionals for Forrester. Hi Sam, how did you end up specializing in CX? Forrester has been covering this area for 20 years so when I joined 14 years ago I managed to familiarize myself with CX quite

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