Unless you still hide your cash under the mattress, you’re probably aware of how technology has revolutionized the way we engage with our finances and the institutions that look after them. Despite being able to transfer money, pay with our phones and report our card stolen via an app, personal banking is falling far behind the curve when it comes to customer experience, opening up a void for companies that can meet the customer experience need. Banking isn’t

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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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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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A retail-tech company, Three Square Market, recently took the decision to microchip staff, allowing them to log into computers, open doors and purchase items from the vending machines at the office using Radio Frequency Identification (RFID). While there are concerns that this could be the start of surveillance like that in the Orwell novel Nineteen Eighty-Four, others see the microchip technology as having the potential to revolutionize the way we interact with the world around us, including the retailers. RFID

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Chatbots have been a hot topic in retail in 2017, and it looks like this trend is set to continue. Many retailers have introduced the humanoids into their online and mobile customer service strategy to offer customers the human touch in real time, which has become desirable in the digital age. Accenture Strategy recently found that 77% of individuals still want human interaction when they require guidance and advice, which can be a challenge for retailers to provide when more

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Unless you keep your cash stashed under the bed, it’s inevitable you’ve experienced how technology has impacted the way we interact with our finances and the institutions that take care of them. From contactless payments to peer-to-peer powered loans, technology is transforming and enabling dramatic shifts in the industry. But while it’s widely accepted by banks that tech can help improve their offering, few people believe it will replace humans entirely. It’s about finding the fine

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