Disruption is now ever prevalent in the retail industry. The Future Customer report, published in The Times, discusses how the battle between big enterprises and agile customer-centric startups for consumers’ trust and data is beginning to define an industry.
Consumers are growing increasingly demanding for personalised messaging which is driving retailers to abandon the madness of mass Black Friday led promotions in favour of direct-to-customer messaging.
The Future Customer report discusses key areas where changes in customer expectations are having dramatic effects on the industry.
Customer Service Automation
AI can help automate more of the customer journey, but can you tell if it’s working? Explore the gap between automation, insight and customer outcomes.
Customer Experience
Hybrid AI balances speed with human judgement. Learn how banks and credit unions can scale service while keeping customer trust.
Customer Communications
Building societies and credit unions can connect data, channels, and processes without replacing their core banking system. Read how.
