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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Banks are struggling to maintain respect with customers. With many transactional services now easily accessible online and via apps, customers are rarely stepping foot in branch. When they do they are met with walls lined with self-service machines, or a long queue which concludes in a meeting shrouded with bureaucracy, and so many identification checks they won’t fit into your lunch hour, which coincidently is the only convenient time the banks are open. The bank is in danger of

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This time of year presents a great opportunity to take a look at how trends have evolved over the past 12 months, and to look ahead at what’s to come in 2015. With that in mind, BookingBug’s CEO and founder Glenn Shoosmith shares his predictions for the year ahead when it comes to services and experiences in retail… Looking at the coming year, it’s easy to identify technologies like beacons, mobile and NFC payment that will continue

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