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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.