RETAIL APOCALYPSE! It’s a nice little catch phrase that journalists love to use to get attention, and describe the well-reported and very real challenges of the retail industry - usually…
This week, Andy Newman wrote a great article in The New York Times about the life of a retail sales agent. He used the example of an Old Navy sales associate’s employee experience in…
https://pod.co/punk-cx/interview-with-mark-curtis-of-fjord Today’s interview is with Mark Curtis, Chief Client Officer at Fjord (part of Accenture Interactive). Mark joins me today to talk about Fjord’s new Trends 2020 report, some of the…
In this follow-up to my article titled “Has Your CX Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. In the previous article, I focused…
In preparation for this article about omni-channel experience for future retail, I thought first about the definition of omni-channel customer experience. I wanted to share with you a simple, easy-to-understand…
This week on the CES 2020 main stage Delta’s CEO Ed Bastian presented a vision about the future of travel that “might happen in just a few years.” Many of us have been working…
It seems like every other proposal we do requires our touch on chatbots. This might even increase with 80% of brands wanting to introduce some level of artificial intelligence or…
For the past few months I’ve been engaging in an Enterprise Resource Planning (ERP) system merger & new supply chain management project. I was mainly involved with change management, more specifically…
The automotive industry is right next to the airline industry in terms of innovation and keeping up with the pace of technology growth. Surprisingly, both are extremely slow to keep up…
Today, we tackle the value proposition that chatbots are more valuable to companies than customers. I reject this. The ROI simply is not there, especially since better customer experience is…