Online shopping is becoming increasingly personal. According to an Accenture Study, 75% of online shoppers prefer to buy from retailers who recognize them, provide them with relevant product recommendations or remember them personally. This is especially true for e-commerce verticals that, in the brick-and-mortar world, require heavy in-store associate assistance for a purchase to occur, …

In banking today, the advice of Theodore Levitt (an American economist) holds true: people don’t want a quarter inch drill, they want a quarter inch hole. Banks must solve a problem not sell a product. To do this, they need to be customer-centric, understand the customer journey and the different touch points, and offer customer …

Over the last few years, digital transformation has been one of the hottest topics at just about every business conference and event. It’s a subject which keeps the CEO awake at night yet is not always clearly defined or understood. While I think the term can be somewhat divisive, it is good that it exists …

As wave after wave of new digital technologies crash down on society, changing the behaviours and expectations of consumers and creating new opportunities to engage audiences, many charities are struggling to keep up. A lack of resources, legacy IT systems, densely layered organisational structures and internal cultures that are traditionally resistant to change are some …

There was a time when buying a car was a convoluted process. Not so long ago, consumers would do extensive research on the vehicle they were interested in and often, that would start with a review in a reputable car magazine – What Car? or Top Gear Magazine are two of the UK’s best sellers, …

There are 2.5 billion smartphones in the world, and the average person interacts with one 200 times per day. That means – which by far exceeds the number of times we engage with the internet in the traditional cumbersome way: through a keyboard, mouse and a monitor. This is also how many executives who are …

With almost a decade of social media presence, and brands talking to their consumers through other than the traditional mediums on digital platforms, even now, a lot of brands are still in denial and consider conventional mediums of advertising as the main platform of communication. One of the reason’s that I can imagine is that …

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 …

The world is changing faster than ever. Many of the changes are being driven by technology. Automation, robotics and artificial intelligence are helping us to collect and use data more efficiently. The outcome is a more effective way of doing business. In this Digital Age, what does it truly mean to be digital? When we …

In observing thousands of customers over a 10-year period as they try to complete tasks online, I have noticed a very significant gap between what people say and what they do. Firstly, people are generally not good at predicting their own behavior.  Time and time again, I’ve had people say they do A, B, and …