Industry Focus

Retail

Latest Articles

Article

The changing nature of trust

John Riccio 03 Oct 2017 10 minutes

In a digital world where vast amounts of data are harnessed yet people can’t see who they are transacting with, is trust possible? John Riccio examines the evolution of assessing reputation and the implications for business.

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Article

Four ways to know your customer in a post-survey world

Customer surveys are becoming a thing of the past, with more efficient ways emerging to gauge sentiment. Barry Trubridge looks at how four technologies can help understand how your customer is feeling.

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Article

Chatbots and the five rules of conversational experience

Sean Colvin Will Kingston 12 Sep 2017 9 minutes

So you’ve decided on a chatbot for your business. Have you got a strategy? Implementing an AI helper takes more than just IT. Sean Colvin flags five considerations to create a truly conversational experience.

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Article

Why the experience age is closing the gap between consultancy and agency

John Riccio 22 Aug 2017 8 minutes

Creativity can’t go it alone, says John Riccio. Businesses are looking for a strong brand strategy backed up by data. Where does that leave the advertising industry?

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Infographic

Infographic: The new rules of customer experience

17 Aug 2017 3 minutes

Customer experience has come a long way from simply providing a product and taking payment. As AI, mobile and the cloud combine to transform the customer journey, here are four steps to guide businesses into the intelligent experience economy.

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Article

Are virtual assistants blind to brand?

Will Kingston 31 Jul 2017 9 minutes

As people buy products recommended via their voice-activated virtual assistants, the importance of brand may diminish. Here are three things brands need to rethink to stay relevant in this blind new world.

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Report

Creative, authentic, mobile: The characteristics of Generation Z

Amy Gibbs 24 Jul 2017 10 minutes

Some of society’s youngest members resist traditional advertising, can’t stand inauthenticity and don’t trust easily. As a fifth of the population though, they can’t be ignored by brands. How can you get through to these discerning customers?

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Report

Why conversation is the future of customer experience

Sean Colvin Will Kingston 07 Jul 2017 8 minutes

When it comes to customer experience, messaging apps, AI and voice assistants are capitalising on the art of a good conversation. Brands that get this communication right will reap the rewards of the intelligent experience economy.

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Infographic

Infographic: Shopping the Millennial way

06 Jul 2017 2 minutes

Think everyone shops the same? Think again. Millennials expect very different things when it comes to their retail experiences.

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