Organisations move to the cloud for various reasons, but one of the more important is that the cloud gives them the opportunity to increase revenue through better service delivery and improved customer service. A recently published whitepaper by NEC, Cloud Migration and Contact Centre Solutions covered the benefits brands get when they

Super Retail Group (SRG) is in the midst of a transformation project, overhauling its technology platforms and organisational structure to build a culture focused on customers not channels. The ASX-listed retailer, which owns Boating, Camping, Fishing (BCF), Rays, Rebel and Supercheap Auto, wants to be a world class omnichannel retailer.

coffee couch using tablet tablet customer smartphone devices

Customer experience sounds like a glib throwaway phrase used to try and hook a business into either buying a new sales system or marketing plan. After all, it’s obvious isn’t it – keep the customer happy they buy more. Surely, it’s as simple as adding comfy chairs and good coffee

While consumers in Australia are still suffering major friction points, fundamental disconnects between online and off, it remains rare that major enterprises use the data they have about us to our advantage. Yet the idea that businesses need a fundamental paradigm shift in the way they re-think their core customer

retail iot

A study of 46,000 consumers who shopped with a single US retailer has determined omnichannel shoppers spend more and are more loyal than their store-only or online-only counterparts. In a challenging marketplace omnichannel is a core tenet of many traditional retailers’ strategy to counter falling foot traffic and online competitors.

Industry-wide retailers have a “breath taking naiveté” when it comes to the role of digital in omnichannel, argues a new report from Retail Systems Research (RSR). Which-50 and ADMA are introducing a one day classroom-based digital transformation education program for senior executives lead by visiting US subject matter expert Courtney Hunt PhD.

Most companies imagine themselves to be customer focused. Most aren’t. But a rare few genuinely live the meaning of it every day, and build customer experiences that are a direct extension of brand and culture. Alton Lane, the bespoke men’s tailor currently operating in seven US locations and with grand

With so much focus on digital retail developments in the US its easy to lose sight of the growing body of opinion that omnichannel retail leadership might actually be better found across the pond. UK retailers and increasingly European brands are nailing down their omnichannel experiences, courtesy of strong investments

Mobile accounted for the majority of online shopping traffic this year on Thanksgiving Day in the US with the trend carrying into Black Friday though it still fell just a squeak short of a majority. This topic – predictably dominated the omnichannel chatter this week. Each weekday the KINSHIP digital/Which-50

Amazon moves into bricks and mortar, retailers look for the holiday sale advantage, and the emergence of Africa’s biggest ecommerce vendor dominated the global omnichannel chatter in the social stream this week. Each weekday the KINSHIP digital/Which-50 Chatter Report identifies the most influential conversation starters of the last week across