Author: Daniel Todaro

Brands Should Focus on Delivering a ‘Human’ Experience in the Brave New World

The uncertainty surrounding the fallout from lockdown and consumers’ changed behaviour makes the task of forecasting the future a difficult one for brands. While commentators obsess about the performance of channels and the extent to which ecommerce is replacing bricks...

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Re-Discovering the ‘Forgotten Tribe’ of Customer Service Experts

Retail is buoyant, exciting, and transformative, so what better sector to be in right now? This was the counterintuitive conclusion of a recent white paper produced by Retail Week in partnership with Manhattan Associates. Based on in-depth interviews with 25...

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Overreliance on Tech and Discounts are no Substitute for Customer Experience

Looking ahead to some challenging conditions in 2019, retailers will need to address two flawed strategies: discounting and an over-reliance on technology at the expense of customer service. What used to be one off days like Black Friday and Cyber Monday...

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