The adoption of scheduling technology and more sophisticated customer engagement processes have had profound implication on the overall customer experience. The rise of the digital consumer has disrupted industries like retail and banking with deep and sudden impact. Banks and retailers need to start servicing their customers across all channels without hurting their existing business and services whilst maximizing high-value human-to-human interactions. Those that don't tackle the gap between digital and in-person consumer interactions head-on will quickly fall behind! Let's

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Five Retail Predictions That Will Define the Way Consumers Engage with Brands and Who Will Come Out on the Other Side INTRODUCTION Digital transformation has impacted every aspect of our daily lives - both as consumers and as businesses. From coast to coast and “across the pond,” as they say, daily news cycles continually highlight another brand closing locations, reducing workforces and eventually going out of business completely as retailers struggle to keep up with online demand. I often get

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Today we’re speaking to Matthew Hopkinson at the Local Data Company about the role of physical retail in a world of shifting customer expectations. Hi Matthew, tell us a bit about the Local Data Company The Local Data Company is a data and tech company that field surveys 3,000 towns, shopping centers and retail parks as well as tracking chain retailers in a further 4,000 locations. We cover 92% of Great Britain’s retail and leisure outlets.

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If you’ve been paying attention to retail for past few years, you know that things are looking bleak for a number of what were once household names. If you’ve been paying a little closer attention, you know that not all hope is lost. Retailers that have adjusted their in-store experience to match what 2017’s customers are looking for, are actually doing quite well. Brands like Tesla, Eataly, and Apple have contributed to what marks a radical shift

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In our latest series of interviews we’ve set out to truly understand customer experience, to establish where it is now, and find out where it will go next. This week we’re speaking to Brian Solis, award-winning author, keynote speaker and Principal Analyst for Altimeter Group, the digital analyst group at Prophet. Hi Brian, what do you think have been the most significant advances in CX in previous years? You can’t talk about customer experience if you don’

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In our latest series of interviews we’ve set out to truly understand customer experience, to establish where it is now, and find out where it will go next. This week we’re speaking to Neil Davey, Editor of MyCustomer... Hi Neil, how did you end up specializing in CX? My background was originally in newspaper journalism before I started writing for Internet Works, one of the earliest publications in the UK covering digital business. Even back then we touched

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Welcome to the latest industry update from BookingBug. Every month, we summarize a handful of the key stories that you may have missed along the way. Find us on Twitter and LinkedIn to receive regular updates. From the industry: Brands unclear who should take responsibility for customer experience Marketing Week June 1, 2017 “Just 35% of CMOs believe it is their responsibility to use customer data insights to improve the customer experience, compared to 37% of CEOs and a mere

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