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Future Trends in Retail: How Brands Will Handle Customer Relationships

The future of retail has never been so exciting, with increasingly blurred lines between the online and offline worlds, and the reimagining of what a shop in 2017 might look like. With more choice and more disruption comes the pressing...

Judging the Best Use of SEO – Forming Your 2017 Strategy

I recently had the privilege of acting as a judge at The UK DXAwards, for the “Best use of SEO” category. SEO is a real passion for me, not to mention an industry in which I have worked in since...

2017: Are Predictions a Waste of Time?

There’s something inherently sentimental about the new year. As the clock strikes twelve on New Year’s Eve, we gift ourselves a blank slate with a side of newfound optimism, and naturally we like to make predictions about what the future...

2017 CX Trends Report: Brands Underestimate Emotional Impact of Breaking Promises

A new study from InMoment reveals that brands lack important understanding of the emotions that drive customer loyalty and significantly undervalue the negative impact of failing to deliver on customer expectations. Conducted by customer experience optimization leader InMoment, the annual CX...

Implementing a Digital Strategy in Five Fundamental Steps

In our work with clients we see commonly recurring pitfalls that often lead to failure in digital implementation, including: unrealistic expectations of technology; believing a new technology system will fundamentally transform the organizational culture and employees will simply adapt; creating...

How Judges Really Evaluate Your Entry for Awards

For the last two years I have had the privilege of judging on behalf of PC-1 at a variety of Awards Events in Customer Experience for Awards International. The Awards I judge have both a written element and a presentation...

Christmas Sales Blitzed by Black Friday Bargains

Online retail could now have its own ‘War on Christmas’, as consumers ditch Christmas sales for its bigger and more fashionable Black Friday cousin. Data from ecommerce consultancy Salmon’s Peak Trading Operations Centre shows the Black Friday period (22nd –...

2017 Priorities for Customer Experience Feedback

Most companies now have a Voice of the Customer (VoC) programme in place. Often these are underpinned by technology platforms collecting customer data via feedback forms deployed following customer interactions with the business. These are served on the end of...

How to Reach More Clients by Using Social Network

The marketing strategies have changed drastically in the last ten years. Imagine what would have happened if I told you in 2007 that you will be posting images on a web called Instagram to promote a give-away between your subscribers....

Four Trends Shaping the UX Recruitment Landscape in 2017

It’s all change in the creative and digital design sector as the big management consultancies, Accenture, McKinsey and Deloitte continue the acquisition trail snapping up boutique creative and design studios on their way. First Heat (chomp), then VeryDay (chomp) followed...