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Up close and personal: Humanising omnichannel
Humanising omnichannel means seamless customer journeys are just the start.
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Navigating the increasingly fragmented world of emerging channels and shoppable touchpoints
This paper explores some of the emerging channels where convergent commerce is evident, their impacts on shopper journeys and touchpoint use, and what it means for brands.
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The Science of Behaviour Change
The principles and practice of tackling behaviour change challenges in a world that remains unpredictable and changeable.
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Can financial services tackle health and wellness?
As consumers are looking beyond the traditional markets to address their health and wellness needs, there are opportunities for financial services companies to help people improve their holistic well-being.
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Designing a better mystery shopping programme
A seven-step guide for organisations to derive more value from a better mystery shopping programme.
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We see with our mind, not just with our eyes
This white paper argues it is essential to link responses on a product’s appearance back to the visual features that trigger them.
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The third moment of truth: Why sustainable packaging became a corporate necessity
As environmental attitudes and consumer shopping habits change, packaging offers rewards for brands who demonstrate leadership on sustainability
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The Secret to Unleashing a Disruptive Brand? Stop Being a Victim
This report speaks to clients to find out how to survive in a transforming market and handle the changes disruption brings.
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Mystery Shopping in the Luxury Industry
In this paper, three highly experienced mystery shopping experts share their knowledge and opinions on different aspects of mystery shopping in the luxury industry and how it is a vital ingredient in a holistic Customer Experience strategy.