omni channel

The retail space is ripe for disruption – again

It’s easy to gush about digital disruption and the transformative effect that innovative companies like Uber and Netflix have had

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Diary of a Digitally Disrupted Consumer: Form an Orderly Queue Please

Queuing is something the British love almost as much as tea. Which is probably why retailers make collecting goods ordered

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Why contact centres need to integrate channels to avoid a Christmas and New Year hangover

It’s that time of year – the build up to Christmas followed by intense activity around the January sales –

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Tackling the five moments of truth in customer service

We as consumers are ‘always on’. We’re constantly mobile and such we expect our requests and demands to be met

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