Tag Archives: multichannel

Is Fulfilment The Key To The Retail Omnichannel?

This post is by Liz Parry, Strategic Account Director at Teleperformance UK. I read with interest a new report by research organisation Planet Retail just published in European Supermarket Magazine suggests that the answer to retail omnichannel success lies in … Continue reading

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Will the Big 6 Still be Around in 2020?

In my last blog I talked about the value of reviewing your customer service strategy with a focus on encouraging customer retention. My own industry focus is utilities and these issues are playing out in the UK utilities sector in … Continue reading

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Inspiring loyalty in financial services customers

In my last blog I explored how it has become easier for customers to swap and change financial products and that the comparison services are missing a trick by not integrating with incumbent service providers. I have been thinking a … Continue reading

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Customer Experience Happens While You Are Busy Making Other Plans

Think of a brand, an organisation, commercial or private. Then think of the customers who collectively form the value pool – growth and profit – for these businesses. We visualise the multiplicity of customer journeys and the infrastructure needed to … Continue reading

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Managing the Modern Retail Omnichannel

Omnichannel is one of those business buzzwords that is often used and seldom understood. Many use it interchangeably with multichannel, but I would argue that these are quite different concepts. First, what is the multichannel? This is really just the … Continue reading

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Creating a Single View of Your Customer

As customer service has become more complex, it has become more difficult for retailers to capture and work with a single view of their customer. The explosion in channels over the past five years means that customers will often be … Continue reading

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How can tech help improve #custserv?

Tech Week Europe magazine recently listed six ways that technology can improve the customer experience. Now my first thought when I saw this was ‘only six’, but then it’s true that people are only just starting to notice how important … Continue reading

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