Omnichannel CX Articles

“Your Feedback is Important to Us”: Automating a Better Approach to Customer Feedback

If your business is competing on customer experience, chances are you’re collecting customer feedback. But how well is that feedback really serving your organisation and your customers? Feedback is hugely valuable - if you know what’s delighting your customers, you...

Conference Recap: Envisioning a new era of retail

RetailEXPO ran a series of virtual conference webinars recently, starting with an excellent presentation by Mark Price, former MD of Waitrose and Deputy Chairman of John Lewis Partnership.  In his webinar, “View from the Top – Creating a new vision for a new era...

Black Friday Blues: Rethinking discount-driven loyalty

Back in the day, we had the famous Boxing Day sale.  To use an analogy, it makes sense that turkeys are cheaper in the days after Christmas than before, because of the economics of supply and demand, and because there will always be a few birds that aren’t sold...

Why Promotions and Customer Success Go Hand-in-Hand

I’m going to tell a true story. On the 10th of July, as a belated birthday present to moi, I ordered some Sonos speakers online from a popular retailer. For the sake of the story, let’s call them Johnny Lewis & Co.  I chose to buy from JL for three good...