Category: Thought Leadership

With countless business models and the rapid rise of e-commerce reshaping the landscape, staying competitive means staying ahead. Just last year, U.S. e-commerce grew by 7.6% and now accounts for nearly a quarter of all retail sales. The message is clear—retail brands must adapt faster than ever. Success hinges on putting customers first. A well-designed,…

The finance industry has come a long way since the retail bank on “Main Street” was where customers experienced most of their major financial transactions. Financial technology – better known as fintech – has created an environment where innovative technology and software has been applied to financial services. This ranges from complete retail and business…

The telecom industry is extremely competitive. Telecoms have faced more and more challenges as the decline of landlines and growth of over-the-top services has left them struggling to differentiate their services. Customer Experience (CX) is now one of the most important drivers of customer loyalty and this is becoming critical for telcos as the typical…

Every customer touchpoint represents a valuable sales opportunity. To maximize this potential, you must meticulously design every touchpoint and every engagement to be seamless and perfect. With the explosion of digital channels, streamlining experiences and understanding customer intent has become increasingly intricate. Fortunately, the rise of artificial intelligence (AI) is revolutionizing sales with game-changing insights-driven…

Physical in-store shopping and digital experiences drive the retail landscape’s transformation. The term “Phygital,” coined to describe the blending of physical and digital touchpoints, is no longer a fancy word but a business imperative for CX leaders. While some have jumped on this bandwagon, other retailers must embrace this reality as consumers increasingly expect personalized,…