There is a certain mis-match between the idea that Millenials want differentiated experiences, are not interested in old-fashioned ideas of materialistic ownership and the rampant acquisition of drop-shipped, mass-market stuff flooding cloned pop-up Shopify Ecommerce…
As I moderated 5 different panels at Virtual Seamless KSA last week, there was an overarching theme – customer experience is at the fore-front of the ecommerce and retailing. The merging of the digital with…
A few months ago, I wrote an opinion piece about how the actions of companies and brands during lock-down would be remembered by customers for a long time. Under pressure, some brands threw the strategy…
The events of early 2020 have changed the way companies and customers interact, perhaps permanently. For many companies, digital transformation and the prioritisation of online selling or ecommerce capabilities has been accelerated, but offline customer…
For some companies, it has taken a global pandemic to realise that customer-centricity is something that should be higher up the list of priorities. But putting the needs of customers resolutely before the needs of…
Think of Customer Experience (CX) as a river. A great river like the Nile or the Amazon. Where does it begin? Chances are that there are many tributaries. Over time, the course may change. Large…