Companies have long relied on location, product innovation and pricing to gain a competitive advantage. However, customers can now find nearly any product or service at the lowest possible price, right at their fingertips. In other words, the key differentiator between companies is the customer experience. This means having the right strategies in place. The …

Questions about artificial intelligence, automation, neuroscience, and technology enhancements dominate the conversations in boardrooms and team meetings across the world. How do we incorporate Alexa? What’s our Siri strategy? Is there a way to use Google Home in our business? Analog, personal touches are being forgotten when they are actually more effective today than at …

I remember my very first email marketing push. ‘Wow! Revolutionary’ I thought. ‘Don’t all ring at once,’ I said. ‘You’ll all get served in good time,’ I announced… But, while it yielded moderate success, doors remained on their hinges, and the telephone exchange remained pretty much intact. The problem was, it seems, I was doing …

Customers today have access to a seemingly infinite stream of media content. Now that the floodgates have been flung open, companies are realising that offering highly relevant and curated content is more meaningful than having access to this all-you-can-eat buffet. Companies like Amazon, Netflix and Spotify are leading the pack in the world of relevance-driven AI. Take Amazon’s recommendation algorithm as …

Amazon is a name that has most likely slipped from the lips of every retailer and every consumer. In 2016, Amazon’s revenues reportedly reached a whopping $136bn – higher than the sales of Alphabet and Facebook combined. Some journalists have likened the retail giant to a “21st century version of a corporate trust, such as …

Over the last decade, waves of technological advancements, transport improvements and communication progression have created what many call a ‘global village’. However, with the blurring of global borders, comes a swarm of cultural differences that can make or break a Customer Experience (CX) strategy. As business markets become increasingly globalised, the importance of understanding culture …

Once, sales periods were limited to the time after Christmas when retailers had a lot of stock leftover from the festive period, needing to sell off any leftovers before the new season began. The introduction of big sales days like Black Friday and Cyber Monday are the most obvious examples of the growing pressure to …

Knowing the difference between a brand providing a multichannel and omnichannel experience for your consumers is vital to understanding how to ignite true brand affinity. In an age of quick-scrolling multi-screen users, Out Of Home placements around every corner, revolutions in print technology and ever blossoming new adtech opportunities, there are innumerable ways for brands …

Social media marketers often say that content is king. While content is seen as the driving force behind social media efforts and KPIs of social are often linked to how well content performs, we need to take a step further in understanding the behaviour of a brand’s social media community. People are the driving force …

As IoT branches out over the next few years, transforming the way consumers live, work, and think, we will enter the age of ubiquitous computing. By 2025, there will be more than 100 billion connected devices – that’s 14 for every person on the planet – generating a revenue of almost $10 trillion. The scale …