July 27, 2017 |

Retail’s new normal: 3 trends stores must embrace to win | Forbes

You need only look at Wall Street's reaction to the nearly $14 billion acquisition of Whole Foods – or the multitude of headlines about brick-and-mortar locations doubling as distribution hubs – to see that a new normal is on the horizon for the retail industry. Retail consumers today are adapting to new shopping norms that include more choices, co-browsing (in-store while shopping on a mobile device) and higher expectations. So what are today's retail leaders doing to ensure future success? Read More

Categories: Retail
July 11, 2017 |

Understanding the link between higher NPS and better CX scores (report)

Over the years, many top executives have come to rely on Net Promoter Score (NPS) as a reliable KPI to track customer loyalty and satisfaction over time. However, NPS falls short when it comes... Read More

July 6, 2017 |

Amazon’s Whole Foods deal proves the ‘retail mullet’ is the future of grocery | RetailCustomerExperience

Amazon's multi-billion dollar acquisition of Whole Foods has already sent eruptions throughout the grocery industry, including a decline to stock prices for competitors. It's prompted a slew of commentary from the business media about how Amazon's plans will unfold and the broader industry impact. Surprisingly, not much has been said about the real logic behind the deal, which has far more to do with Amazon expanding into an area it knows it can win, and far less to do with battling rivals such as Walmart. Read More

Categories: Retail
July 5, 2017 |

How Auto Trader boosted NPS scores 42% with ForeSee CX measurement

As the largest digital automotive marketplace in the U.K., Auto Trader relies on keeping potential customers actively engaged and highly satisfied when visiting its digital channels – making a good customer experience a necessity. The... Read More

Categories: Client Voices,NPS,Retail
June 21, 2017 |

Wall Street’s reaction to Amazon buying Whole Foods can be explained through CX

The news of Amazon’s Whole Foods acquisition sent the stock prices of many major grocery chains plummeting. At first glance, this may seem odd since Amazon is a relative new... Read More

Categories: Retail
June 1, 2017 |

Find out how CX can be the competitive equalizer for U.K. retailers

The majority of retailers consider good Customer Experience (CX) as providing a competitive advantage, and that’s no exception in the U.K. In the latest ForeSee webinar recording, Get it Right:... Read More