Category: Customer Experience

‘Love At First Sight’: The Bizarre Story of How Amazon’s Deal for Whole Foods Went Down

Amazon shocked the world last week when it announced a $13.7 billion deal to buy organic-grocer Whole Foods — a warning shot that officially put competing grocers on notice and sent their shares tumbling. In a town hall meeting the day the deal...

Amazon Just Spent $13.7 Billion to Prove Once Again That It’s the Most Dangerous Company in Tech

It’s no secret by now that Amazon, the so-called “everything store,” has zero hesitations or compunctions about entering a new market and completely upending it. Amazon did it with books. Amazon Web Services did it with the IT department. Now, with its...

7 Ways Modern Knowledge Management Performs Customer Experience Miracles

An old proverb “knowledge is power,” was initially derived from a closely related Latin aphorism first used in a work by Sir Frances Bacon then later published verbatim as scientia potentia est, by his secretary Thomas Hobbes in his original...

Tesco Enjoys Best Quarterly Sales Growth Since 2010

The supermarket giant reports figures ahead of City expectations in the latest sign of improvement under boss Dave Lewis. Tesco has reported its best quarterly sales growth in seven years as it said it was holding back inflation pressures to keep...

Long live the High Street!

Retailers resigned to a significant drop in footfall this year should take advantage of multi-sensory innovations to draw consumers back in-store, research suggests. A new report commissioned by Mood Media found that over 60% of retailers expect their footfall to drop...

3 Ways in Which Predictive Analytics Technology Can Get You More from Your VoC Data

“Consumers don’t think how they feel. They don’t say what they think and they don’t do what they say”, the legendary David Ogilvy once said. So, when surrounded by an ever growing amount of customer data, how can you really be...

Professor Lynette Ryals Appointed As New Interim Director of Cranfield School of Management

Cranfield School of Management is pleased to announce the appointment of Professor Lynette Ryals as Interim Director from 1st August. Professor Ryals has many years’ experience at the School of Management as Professor of Strategic Sales and Account Management and as...

EDF Energy’s Vincent de Rivaz to Step Down After Winning Hinkley Battle

Chief executive will leave post in October after 15 years, having secured deal with UK government over Somerset nuclear plant The man who helped secure Britain’s first new nuclear power station in a generation will step down as chief executive of...

Early Checkout for Hotels Failing to Adopt Customer Facing Tech

Hotel operators face a deluge of technology-driven change that many are ill-prepared for. No longer impressed by key cards and digital signage, a new generation of hotel guests expect more in terms of convenience, such as apps that unlock doors, watches...

Barclays Launches Extra Large Talking Card Reader for Elderly Customers Who Want to Bank Online

Barclays, one of the last year’s UK Customer Experience Awards winners and a UK Digital Experience Awards finalist, has launched an extra large talking card reader to help older and vulnerable customers use online banking. We have long called for improvement...