Category: Uncategorized

The 3 Pillars for Delivering Seamless Customer Experience in a Connected World

When it comes to the Internet of Things (IoT), the future is now. Gartner has predicted that 6.4 billion connected things will be used this year, which is 30% more than just a year ago! This trend shows no signs...

What the Movies Teach Us about Brand Experience

I love the movies! Don’t get me wrong I love to read a book too, or listen to one. But there is just something about the movies that can really make an emotional impact on you in a very short...

Retail Superbrands 2016: The Alternative List

Some of the UK’s favourite stores have all appeared on a list of alternative retail superbrands published by retail data consultancy Ikano Insight. Marks and Spencer, George at Asda and Waterstones, along with discount chain Home Bargains and hardware stores ScrewFix...

Top Trends in Digital Product and Innovation

The pace of digital disruption gathered in 2015, with big corporates waking up to the transformative power of the start-up, harnessing digital to deliver improved experiences for users. It was the year that many employers recognised the need to grant...

Five Customer Experience Trends to Turn Into Reality

by Dominic Stinton, partner at Open Reply If the latest business forecasts from the likes of McKinsey and Gartner are anything to go by, customer experience seems to be the hot topic for businesses wishing to compete on more than just...

How Big Is Your Window? Showrooming and Its Pros and Cons for Retailers

Showrooming can be both a threat and an opportunity for retailers. In our modern mobile age, this shouldn’t come as a surprise to you. According to an Econsultancy report, 43% of UK shoppers are using their smartphones whilst in-store to...

Fortnum & Mason: Building on 300 Years of Loyalty, Online

Fortnum & Mason is an iconic brand with a long history as curators of high quality products. Renowned for a unique, highly personalised in-store customer experience, Fortnum’s also prides itself on attention to detail, an individual sense of wit and...

Brand Alignment, Served with Loyalty

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Who Are the Worst Offenders When It Comes to Customer Service?

82 per cent of Britons reveal that what they want most of all is to be treated politely So-called customer-centric businesses are letting themselves down Manners cost nothing but mean everything when it comes to customer service. And according to Singapore Airlines, customer...

Super-Charging Your ERP System for the Future

In an ideal world, most organisations would choose to keep their technology up-to-date, especially their ERP software which typically drives their entire business. But, for mid-range companies fighting for market share, there are so many demands on budget. Having made...