Article Category
Retail
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Customer Experience Touchpoints To Consider
By Nate Barham • October 29, 2020As the dust settles on the COVID-19 shock and recovery is in sight, the ‘New Normal’ is now the reality, -
CX and the New Normal (Part 1) : Are you prepared for the shift-to-online?
By Nate Barham • October 15, 2020As the dust settles on the COVID-19 shock and recovery is in sight, the ‘New Normal’ is now the reality, -
CX and the Digitised Customer
By Jeff Carruthers • March 25, 2019Offline becomes Online in the new digital universe The rush to digitise our experiences – from facial recognition at airports -
Follow the Shopper, Follow the Money
By Jeff Carruthers • February 21, 2019The Evolution of CX in Retail The integration of contextual data has long been understood to drive value in NPS -
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Will the last-standing product company please step-up for customer feedback!
By Jeff Carruthers • August 30, 2018The real pioneers of CX (NPS) programs in the noughties were typically in the business-to-consumer (B2C) world. These pioneers were -
How a Coffee Shop Had Me, Lost Me and Got Me Back Again: A lesson in Customer Centricity, Loyalty and the Importance of a Name.
By Resonate • May 30, 2018As with the majority of Sydney workers, I start my day with a coffee. Most days, my cup and I -
Discover how Blockchain is Impacting on Customer Experience
By Magwin Alok • May 2, 2018What the internet did for communications, blockchain will do for trusted transactions – Ginni Rometty, CEO of IBM What is -
Top 4 Make or Break Customer Experience Touch Points
By Resonate • March 21, 2018Customer experience lives and dies on touch points. There is no getting around the fact that there are key moments -
When Personal Best is Not Enough! The Missing Competitive Link in NPS.
By Jeff Carruthers • July 10, 2017“Every day in Africa a gazelle wakes up. It knows it must run faster than the fastest lion or it -
Why Omnichannel is a Must for Retail
By Tony • May 25, 2017The imminent arrival of Amazon has seen the Australian retail landscape shape up for a major disruption. This, in addition
