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The future of eCommerce: the extended reality (XR) opportunities for retail

High streets, main streets and shopping malls are struggling. That process started a long time before COVID-19 came along. This is leading growing numbers of shoppers and a shifting range of consumer demographics to the popular world of eCommerce.  While online...

Supporting customer support teams through technology

Much has been said about the importance of customer support services when it comes to strengthening brand loyalty. Today, with UK consumers finding themselves amid a cost-of-living crisis, gas and energy firms are facing the brunt of multiple customer requests for new...

How eCommerce businesses can deal with disruption in 2023 and beyond

Across the world, ecommerce businesses are increasingly focused on navigating the downturn. How they plan for and respond to the situation will determine how well they emerge from it. The winners will continue to grow, despite the increased uncertainties they face. Whereas, the too-cautious will...

The top 5 design thinking certificates exploring links between society and business

Design thinking was a thing ten years ago. Today, some of us might think it is a buzzword that doesn’t really contribute much to the overall service or product improvements. Unfortunately, rapid prototyping and ‘post it notes everywhere’ made some...

This week in CX: 92% success rate for the 4 day week; plus Emplifi & Medallia

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the great results from the almighty 4 day week trials! Emplifi have also investigated the impact of customer reviews, and there’s new research...

Improving customer engagement in a challenging economic climate

Heightened demand for more personalised, streamlined customer experiences combined with the cost-of-living crisis has created a challenge for organisations in how they engage with customers and successfully deliver the best experience. How can organisations keep abreast of their customers circumstances,...

Challenges, crisis, and being cost-conscious: a chat with retail expert Elissa Quinby

In the current financial state, industries are taking a hit. We’ve seen a multitude of issues from supply chains and warehouse shortages, even to workers’ strikes. It’s especially no exception for retail, which has become a common topic of discussion...

Customer survey postcards: the guide to offline satisfaction measurement

We’ve all been there as a customer – had a digital survey emailed through to us after a brand interaction. Those “how did we do today?” survey messages that we’ve just mindlessly ignored and let sink down through our inbox....

3 ways that technology can reduce the number of returns and improve the delivery experience

Retailers should always be on the front-foot and pre-empting predictable trends. For instance – an increase in returns during peak periods, and delays stemming from industrial action. Managing returns is an inevitable part of doing business online. But ensuring this process is optimised...

Can thrifting be incorporated into mainstream retail?

If ever there was a term suited to the times we live in, then surely “thrifting” is it. A recent report published by SAS highlighted the challenges retailers are currently facing. Consumers across the board are looking to cut back on non-essential spending. In...