November 15, 2017 |

3 key CX factors Auto Trader U.K. improved to increase NPS

While Net Promoter Score (NPS) is a reliable KPI to track customer loyalty, it falls short when it comes to providing information about how or what to improve. Getting those... Read More

November 10, 2017 |

Explaining retail’s ‘mid-life crisis’: How retailers are reforging the customer journey to survive | Forbes

The following article written by ForeSee VP of Marketing Eric Feinberg was first published on Forbes. The retail industry is currently going through a very visible existential crisis. On one end,... Read More

Categories: Insights,Retail
October 26, 2017 |

A tale of two cafes: How prioritizing CX helped Panera and hurt Starbucks | Retail TouchPoints

In today's fast-changing consumer-based economy, it's simply not enough to identify problems. What's required is the ability to prioritize how and when to make improvements once problems have been identified. Take for instance the mobile ordering strategies of Starbucks and Panera for example. Read More

Categories: Insights,Retail
October 12, 2017 |

Why banks need innovation to know future consumer expectations

When it comes to banks getting a pulse on what their customers will want in the future, nothing seems as perplexing or challenging. Even calculating and conforming to liquidity cover ratio... Read More

October 5, 2017 |

The blind spot in the Walmart-Google partnership against Amazon | MediaPost

It's easy to see why some observers of the recent Walmart-Google team-up would see this as a huge equalizer in both companies' efforts to stay competitive with Amazon. But that's probably the last thing it'll do. If Walmart truly wants to gain ground on Amazon, it'll need to lead by improving its customer experience strategy rather than piggybacking on Google technology in exchange for precious customer data. In doing so, Walmart has a pretty huge blind spot in its logic for the deal that comes down to digital contribution — or the contribution each portion of the customer's journey that contributes to the overall sale. Below are a few insights showing why this is more likely to boost Google than help Walmart compete against Amazon... Read More

Categories: Insights,Retail