May 24, 2017 |

How to help with the daunting task of measuring customer journeys effectively

When it comes to measuring customer experience, mapping every part of the customer journey is essential. However, this doesn’t always guarantee you’ll be provided with useful insights that translate seamlessly... Read More

May 8, 2017 |

Why measuring conversion rates limits success (and how to fix it) | CMSWire

Kobe Bryant and Magic Johnson are both all-time great guards who played for the Los Angeles Lakers. Bryant is one of the highest-scoring players in league history with 25 points per game, and Johnson averaged 19.5 points per game. While Johnson may not have scored as many points, he averaged 11.2 assists per game. The lesson? Only by analyzing a more complete set of game statistics could Johnson’s overall contribution to Lakers' scoring be revealed to be just as great as Bryant’s — if not greater. Read More

Categories: Retail
May 3, 2017 |

When CX backfires: Amazon’s crazy PrimeNow customer journey

Amazon may be a leader in digital retail (with a founder who fully understands the value of Customer Experience measurement to boot), but not everything the company does reflects that.... Read More

Categories: Retail
May 1, 2017 |

The Retail Mullet: What Amazon’s new stores will look like | VentureBeat

Amazon is an undisputed leader in digital retail, but soon the online giant will venture into the realm of physical stores. This isn’t so much a choice for Amazon as it is a necessity if the company plans to remain a leader in retail. Modern retailers need an omnichannel strategy that understands and caters to every channel that customers shop in. So what will these physical stores look like? Read More

Categories: Retail
April 27, 2017 |

Argos’ Bertrand Bodson named U.K. Chief Digital Officer of the Year

Argos executive Bertrand Bodson was this week named “U.K. Chief Digital Officer of the Year 2016” by CDO Club, an honor that recognizes extraordinary effort in online retail. Congratulations to... Read More

Categories: Client Voices,Retail
April 26, 2017 |

Retail isn’t at a tipping point, it’s at the beginning of an omnichannel revolution

Plenty is currently being discussed in business circles and financial publications about the state of the American retail industry, which is experiencing a big shift in operations and strategies toward... Read More

Categories: Retail