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Is online the future, and are high streets flourishing? Just as they have for centuries, bricks and mortar retailers are reinventing themselves – competing and complementing the online option, and even stealing a march on it.
Today, technology has drastically redefined how brands deliver customer experience.
Retail technology is perhaps one of the fastest growing industries coming out of the pandemic, with digitisation being one of the key aspects of this transformation.
As corporate customers are presented with more choice, telecommunication providers (telcos) need to look for opportunities to present themselves as strategic partners for business critical solutions, beyond the standard offering of connectivity.
How does customer experience need to change, to acquire and retain new customers and ensure a profitable road to recovery?
You have a problem. Someone else has been talking to your customer. The likes of Amazon, Apple, Nordstorm – and the other gods of customer service have been educating your customer in what excellent looks and feels like.
Customer loyalty is the holy grail of brand. Less than a decade ago, consumers told marketing research company IPSOS MORI that they trusted certain household brands (Heinz, John Lewis, Walmart) more than the Government.
A popular online brokerage prided itself on building a customer experience that made trading stocks as easy as swiping right or left to purchase a book online.
There have been enormous advances in the scale and availability of data, which is essential for machine learning.
The Coronavirus pandemic is posing organisational challenges to many financial services providers and their customer service efforts – there’s no doubt about that