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The last-mile risk of modern retail
Recent encounters with two brands underscore the importance of controlling the customer experience, from order through t...
There’s more to martech than meets the consumer’s eye
To tap into the true potential of technology, retailers need to appreciate and exploit the tools that shape the customer...
Here’s what a great retail experience looks like in Hong Kong: KPMG
A recent survey by KPMG found that Hong Kong consumers are increasingly embracing digital channels, with 85 per cent of ...
Let human hands guide the automated touch
Digitalised personalisation involves heavy use of technology and data, but getting it right still requires plenty of inp...
Here’s why a chemist was voted Australia’s best CX retailer
Even before the pandemic, Australia’s Terry White Chemmart had experienced a significant growth in flu vaccinations in t...
Gen Z: Merchants of cool or brand killers?
They’re demanding, fickle, and just starting to earn their own money. Get to know this young generation that may prove t...
Analysis: How to create winning CX that hits them in the feels
Customers engage with brands to accomplish certain tasks, but gaining their loyalty means understanding their deeper, as...
“It’s simple”: Ex-Burberry exec on why you should listen to customers
To take control of the next decade, retailers need to fundamentally shift how they view their customers, says customer b...
From ‘human-to-human’ marketing to retention: 6 marketing trends of 2022
From the human touch to seamless payment options – focus on these six aspects of the customer experience and your busine...
Opinion: Can a chatbot generate brand love?
As retail rapidly digitises, driven even further and faster by the global pandemic, have we lost something tangible in t...
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