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In Full Force: Time to Thrive, not Survive

As lockdown starts to ease after months of the world being turned upside down and everything coming to a halt, life will slowly start again. Children are being phased back to school, and shops and businesses are starting to open...

New Research Reveals a Boost in Email Engagement Over the Last Five Years

Newly published research by the Data & Marketing Association (DMA) and Pure360 reveals an overall improvement in email engagement over a five-year period. Among the metrics measured, click-to-open rates have risen by 12 percent on average since 2015 while email delivery...

The Conversational Age of Customer Engagement

We all know customer service can create a real competitive advantage. Get it right, and your efforts will translate directly to your bottom line. Fall flat, and lose out on a valuable differentiator in today’s competitive marketplace. In many respects,...

Quality control: Inspiring Repeat Business Through the Customer Experience

In today’s world of special discounts and bargain deals, many brands believe the way to a customer’s heart lies purely in the price. In many cases they are right: being able to provide affordable products is a key differentiator when...

Stripe is Preferred Payment Processor on Over Half of eCommerce Websites Globally

Over 50 percent of global ecommerce purchases are carried out through Stripe, according to data obtained by Buyshares.co.uk. PayPal comes second, accounting for almost 20 percent of all online payments, followed by Google Pay’s 16 percent. Amazon payments account for 4...

Three Ways Retailers are Changing for Good

When the pandemic began, we saw so many changes to ‘normal’ that ‘normal’ meant expecting change. Even running out of coffee became an entirely new experience. Shopping – if the shop is open – has meant a 45-minute queue, and...

Firefighting – And How to Transition From Survive to Thrive

  It’s a gloomy Monday morning and again, three of your five-strong team are off sick – but who can blame them? It was a tough week last week. Julie from accounts forgot to process the refunds, so Mr Thomas and...

How Businesses Use AI-Backed Text Analytics to Improve CX

Complicated-sounding terms like “machine learning,” and “sentiment tracking” are thrown around a lot in today’s marketing and customer experience circles, with new AI-powered tools being announced every week. Though most business owners know that these types of software are important,...

The Physical Retail Experience is Not Dying – It’s Becoming Smarter, Stronger, and More Modern

Some 66 million years ago, a great disaster (likely a meteor or asteroid) struck the Earth. For the grand, unagile dinosaurs that had dominated the planet, changing little for millions of years, it proved fateful. But in their place mammalian...

Technology Rules Kantar’s 2020 BrandZ Top 100 Most Valuable Global Brands

Recently launched BrandZ Top 100 Most Valuable Global Brands report shows the technology sector dominating the chart, representing over 30 percent of brand value. Apple maintained its position as the second most valuable global brand (+14 percent, $352.2bn), followed by...