Humanising omnichannel means seamless customer journeys are just the start.
How to align brand promise and customer experience for business success
Got30 is a vodcast answering some of the questions we get asked by clients about Customer Experience and Channel Performance. We publish new videos every other week.
Delivering customer experience in the face of mask wearing.
The science of strong relationships in challenging times.
Why customer experience still matters amid COVID-19 and social distancing.
Our new paper explores the latest consumer thinking around the three main mobility trends, their impact on the automotive industry, and what this means for the future.
What happens when there is a mismatch between what a brand promises to its consumers and their actual experience? Fiona Moss explores the promise-experience gap, the benefits of aligning the two and the pitfalls of over-promising.
A seven-step guide for organisations to derive more value from a better mystery shopping programme.
As environmental attitudes and consumer shopping habits change, packaging offers rewards for brands who demonstrate leadership on sustainability
