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Forrester Q&A: The Role Of Emotion In CX

Forrester Research Senior Analyst, Customer Experience, Joana van den Brink-Quintanilha shares 3 critical questions retails need to understand and measure focusing on the role of emotion in customer experience.

Retail Without Borders

Created ahead of the Customer Experience Exchange for Retail, this exclusive report delves deep into organizations that are focused on their journey to customer excellence, together with thought leadership about where the industry is headed, and what you can do to help safeguard your strategies for the future with insights from some of the top retailers and analysts from across America including Amazon, Jets, Levi’s, Mrs Field and more! 

RETAIL REPORT:CX Solutions & Services Investment Report 2017

Retail in 2017 is shaping up to deliver a parade of innovative options, widgets, and new players that are designed to wow consumers and drive a sea change in their preferences and expectations.

Online and brick&mortar retailers alike are continuing to compete with eachother, ensuring they stay relevant and competitive. With shifting consumer attitudes and needs, retailers are now forced to rethink, and in some cases to reinvent their channel, product mix and service strategies. This is keeping CX professionals within Retail on their toes.

  • But what specific investments are currently being made to ensure a great CX strategy?
  • How can CX Directors be sure they are utilizing the right partners?

Featuring exclusive insights from CX Leaders and highlighting the key investment plans for the next six to twelve months, this report delves into the critical industry challenges shaping 2017 and beyond!

2017 Post Event Report

In May 2017, the Customer Experience Exchange for Retail connected 70 C-level executives and VPs/Directors of Customer Experience with a selection of the industry’s leading solution providers to find solutions to the following challenges:

  • Next Generation Customer Care
  • The power of messaging channels and chatbots
  • Driving Engagement and Growth

From AI and machine learning to employee empowerment and everything in between, download this exclusive report to discover what made the 2017 Customer Experience Exchange for Retail US the most successful one yet!


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Implementing Multichannel Customer Initiatives in your Organisation to Maximise your In‐Store Experience

Every customer wants a consistent experience that is unique to them, regardless of which channel they choose to use. Combining the instore and online experience can be tricky, but through implementing the correct technology in your stores, you have the opportunity to truly understand how customers make purchasing decisions, and use this to drive customer initiatives, such as click and collect technology
Keith Nesbitt, COO of TM Lewin, takes you through some of the practical approaches TM Lewin have taken to combine a multichannel approach with the overall instore experience.

What is Customer Experience?

Ensuring a great multi-channel customer experience, hinges on an organisations ability to put the customer at the heart of the business. This video, produced by the Customer Management Exchange Network, serves to demonstrate the importance of customer experience in today’s environment touching on critical strategic issues such as customer loyalty, accountability & ROI, social media and customer centricity.

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Interview: Seth Ellison, President, Levi's

One of the key challenges CX professionals face is building the best business case to present to the board. As President of Levi's Europe, Seth takes you through exactly what he expects his teams to bring to him when asking for investment into CX initiatives. 

Interview: Marko Hein, Senior Director, Digital Solutions, Lego

In this exclusive interview Marko talks about delivering a fantastic experience for its consumers in the online world, and reflecting the brand values of a well loved organization through digital means

Interview: Jean Marc Codsi, VP Global Custoner Experience, eBay

In this exclusive interview Jean-Marc talks about the importance of building trust in an organization such as eBay and why honesty is always the best policy with customers.

Interview: Sarah Curran, Luxury Director, Shop Direct

In this insightful interview, Sarah talks through the important characteristics of building an online store, and how to effectively map the customer journey online. 

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How QVC Engages With Customers Through a Differentiated Discovery Driven Shopping Experience

David Zimmerman, Director of Global Customer Experience, QVC sat down with the CX Network to discuss how QVC engage with customers through a differentiated discovery driven shopping experience, which fundamentally differs from traditional brick-and-mortar or ecommerce retail experiences. A great read!

Ways in Which Build-A-Bear Workshop Utilises Digital to Extend Customer Engagement Beyond In-Store Experiences

Brian Sawyer, Senior Managing Director - Digital, Build-A-Bear Workshop spoke to the CX Network about the need for retail brands to deliver constant and elevated in-store experiences as the key differentiator due to the growth in e-commerce, the impact of the rapid growth of mobile on the industry, and how brands can utilize digital to extend the customer engagement beyond physical environments. A must read!

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Looking Ahead: What Retail Needs to Learn from Luxury

Markus (former Global Marketing Director at Aston Martin) discussed how an organisation like Aston Martin maintains customer centricity and how they deliver on the high expectations of the customer. Data also plays an increasingly important role in customer experience and the challenges of deriving meaningful insight from the vast sea of data we now have access to.