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.
Understanding Retail CX Leaders' Top 10 Investment Priorities for 2016 and Beyond
Ahead of the Customer Experience Exchange for Retail, we surveyed our elite group of CX leaders attending the event to understand their biggest challenges, and which tools and solutions they plan to invest in over the next 6 - 18 months to deliver a customer strategy that leads to loyal and satisfied customers.
2016 Post Event Report
In May 2016, The Customer Experience Exchange for Retail US brought together the leading CX fminds from across the industry to address the issues that are of most concern to the industry. This report will give you an insight into what was covered, featuring exclusive insight and statistics.
CX Retail PartyTake a look at the Exclusive Pre-event party for the 2015 Customer Experience Exchange for Retail, UK.
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.
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.
How to Deliver the Most Personalised Level of Customer Experience Possible
Every customer wants an experience unique to them when they interact with their retailer. Despite retailers striving to deliver this, few companies are able to gain sufficient detail and insight from their customers to make this achievable. As eCommerce transforms the way we shop and technology reduces the time required to get new products in front of customers, the future belongs to those retailers who use this to their advantage and tailor each user experience as much as the customer wants. Providing a wealth of experience from a number of world renowned brands, Mark Dunhill, CEO of Whittard discusses the key elements that lead to a truly world class customer experience, together with how to effectively implement them at a time where technology is moving at a breathtaking speed.
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.
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.
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!