Customer experience is now more than a buzzword. Organisations are making operational changes, not just paying lip service, according to research. Read more.
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 tailored and 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 several key areas where changes in customer expectations are having dramatic effects on the industry.
Key findings in this report include: