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View from across the data lake – Sarah Curran Usher MBE on how retailers can leverage insight to inform CX strategies
Using data to learn about a customer and market in a meaningful way strikes me as one of the biggest competitive opportunities in retail still available. Consumers don’t just wear brands, they own and live them, and they are telling the world what they want through Facebook, TikTok, Instagram, YouTube, and blog sites… but are brands listening?
The rewards are significant because retailers can then act in near real time based on what they are seeing on particular spending trends so they can make seasonal product drops rather than holding stock for months ahead. They can identify their full price shoppers as opposed to discount-only shoppers, and play to their strengths…
10 Tips from a CEO: How to be a ‘Successful’ Woman in Business
I was thrilled to be asked to appear on the ‘Inspiring Women in CX Podcast’ and wanted to use the opportunity to write this blog to help share some further thoughts and advice for ambitious women at different stages of their career.
When starting out, do something that sparks your interest and passion
I always enjoyed studying both numbers and people. For my A levels, I did Maths and Chemistry (which covered my love of numbers) and German (which…
A Story of Hope
Turning your back on a profession that you thought was yours for life and where you’ve worked your way to the top can be tough. BUT there are always transferable skills, and you may just land in your dream profession (like I have!) by exploring your passions and rediverting/tweaking your skills. You don’t have to start from scratch.
Cybersecurity and Customer Experience
You’re logging into the computer to start your workday when you see an email subject line that makes your heart drop: “Customer data breach at [your organisation]: Our response.” While the email has a lot of information about new security protocols and technologies, you’re thinking about the implications to the results of the upcoming customer survey you are planning.
The Underrated Link Between The Experience Of Our Customer And The Experience Of Our Employee
“We can all easily recall both an incredible experience we have had recently with a brand and one that has left much to be desired. One that we will remember fondly forever and one that we are trying our best to forget. But let’s take a minute to reflect on what influenced this outcome? The list is most likely quite long, but guaranteed that one key influencing factor on it will be the staff we interacted with.
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