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Where brands and retailers should place their bets this holiday shopping season
Inflation, the environment, Covid-19 and the war in Ukraine are all forces brands and retailers must consider ahead of Black Friday and Christmas shopping.
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Putting in the Effort: Why treating customers fairly is key to business success
Measuring customer effort in itself is not enough. Organizations need to measure the Customer: Company Effort Ratio (C:CER) which takes both perceived customer and company effort into account.
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Up close and personal: Humanising omnichannel
Humanising omnichannel means seamless customer journeys are just the beginning.
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Transforming the Insight Function
The first paper in our “Future of Insights” series is presenting new thinking about how the insight function is changing and how to elevate its impact. Read it here.