Search
-
Up close and personal: Humanising omnichannel
Humanising omnichannel means seamless customer journeys are just the start.
-
Designing a better mystery shopping programme
A seven-step guide for organisations to derive more value from a better mystery shopping programme.
-
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
-
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.
-
When Difference Doesn’t Mean Different: Understanding Cultural Bias
Running global Customer Experience studies provides both better value for money than individual country studies and a degree of standardisation across markets. However, their validity remains at risk from an age-old research problem: cultural bias.