Customer Experience: Can Chatbots Jump The Uncanny Valley?

Read More

A new technology has now captured the imagination of CX directors everywhere – chatbots. Their promise is attractive.  They can be used to automate the way in which customers interact with brands, meaning that huge costs of human labour can be avoided.   Of course, the movement of customer service to online channels is nothing …

At first glance, many classic bricks and mortar retailers do not look likely candidates for digital transformation. Let’s look at the rather extreme example of fuel retailers here: they sell a very physical product requiring a physical distribution structure. Consumer choice is often driven by convenience (location) and price, so it is hard to naturally …

One of the big challenges that any brand faces is how to leverage insights from the huge amounts of data they now typically have at their disposal. The promise of big data is, of course, compelling; McKinsey, for example, has estimated that a retailer using big data can potentially increase its margin by more than …