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Next-Generation Retail: How Can Brands Shape CX Post-Covid?
Digital Transfomation, Technology, Covid-19 Clare Muscutt Digital Transfomation, Technology, Covid-19 Clare Muscutt

Next-Generation Retail: How Can Brands Shape CX Post-Covid?

“How should online retailers and brands be thinking about CX in response to changes in customer behaviour as a result of Covid-19?

The old models for building an ideal customer experience (CX) online and in-store have been upended and fundamentally changed during the course of the pandemic. Where once the focus was on building different CX for each channel, Covid-19 has served as a wakeup call to build a strategy around the customer that can deliver a seamless, consistent and frictionless experience for the whole buying journey, no matter the channel nor the…”

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Bots, droids and machine learning: The next CX evolutionary milestone?
Customer Experience, Technology, Robots Clare Muscutt Customer Experience, Technology, Robots Clare Muscutt

Bots, droids and machine learning: The next CX evolutionary milestone?

I’m not a good photographer. I try, but I don’t think I’m patient enough to take truly great pictures. None the less, now and then I’m able to post genuinely remarkable landscapes. It’s not beginners’ luck. It’s Google’s Photos algorithm.

Bots, doids, and machine learning algorithms - to make it easier, we’ll call it “smart tech”- are sometimes hidden in the places you least expect them to be. They are transforming many of our everyday experiences at a speed that we have trouble perceiving.

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