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customer experience

customer experience Archives

Gen Z: Merchants of cool or brand killers?

They’re demanding, fickle, and just starting to earn their own money. Get to know this young generation that may prove t...

Analysis: How to create winning CX that hits them in the feels

Customers engage with brands to accomplish certain tasks, but gaining their loyalty means understanding their deeper, as...

“It’s simple”: Ex-Burberry exec on why you should listen to customers

To take control of the next decade, retailers need to fundamentally shift how they view their customers, says customer b...

Beyond customer loyalty: How to become a brand hitmaker and create fans

We traditionally think of fans in terms of music, celebrities, films, and art. However, in today’s shopping-obsessed cul...

Opinion: Can a chatbot generate brand love?

As retail rapidly digitises, driven even further and faster by the global pandemic, have we lost something tangible in t...

Revealed: The science behind Aldi’s Special Buys strategy

The incredible popularity of these promotions is no accident. They tap into powerful desires that can make a simple purc...

Opinion: Don’t forget, you’re a customer too

Retail leaders too often forget to draw upon their own experiences as consumers when it comes to creating business strat...

Why Michelle Yanez-Olivares believes it’s the perfect time to work in CX

We asked Accent Group’s head of CX what an average day looks like for her and where customer experience is headed in the...

Welcome to the new customer experience

The ‘new normal’ now requires a reimagining of how e-commerce and bricks-and-mortar work together in retail.

Beyond the digital catwalk: Why LVMH is teaming up with Google

The luxury giant is looking to accelerate innovation across its brand portfolio and create more personalised customer ex...

Inside Accent Group’s new customer experience centre

The Australian footwear giant has built a new space in its head office dedicated to helping the CX team innovate and thr...

How the ‘great dispersion’ is set to transform retail brands

Shoppers may be shifting away from cities, shopping centres and high streets, but here’s how big retailers are creativel...

Opinion: The new secret to post-Covid retail success

In order to lure in customers in this new world, physical retailers need to focus on their in-store experience. It coul...

Analysis: Stop forcing your customers to switch channels

Retailers need to focus on making it easy for customers to buy from them, on- or offline.
A Gucci store with a bike at the front.

Opinion: Is luxury over?

It's an overused word and in the current climate, what does it now mean to consumers?

Karens and Covid: How shopfloor staff have changed

From dealing with angry customers refusing to wear face masks to managing toilet paper stockpiling, it’s time the indust...

It’s time for the joy to return to retail

Now more than ever, brands need to be on a constant mission to inject some joy back into retail to serve and support aud...

How retailers can future-proof customer experience in 2021

Why retailers need to rethink the customer experience and how they can benchmark it using a CX Maturity Framework.
Group of teenage girls

Here’s why Gen Z hates your store

Retailers must take note of the changing values and expectations of Generation Z before it comes into its full economic ...

How not to be a boring retailer

Nathan Bush's five-point guide for avoiding the deadly trap of boring retail.