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Opinion

Good CX is not just about doing things quickly, argues Fetch’s Julian Smith. Most important is to find a strategy that leverages your knowledge of the consumers as well as their understanding of your brand.

Article

Toymaker Lego has successfully diversified its media channels to embrace theme parks and movies but physical stores remain a vital part of the brand experience.

News

LONDON: Technology has disrupted many industries by addressing consumer pain points and making their lives easier, but, an industry figure has argued, “frictionless” brands become less intrusive and less front of mind.

Article

Building brand trust is vital in China's online automotive category, where local players are creating their category's own infrastructure at the same time as growing market share.

News

LONDON/AMSTERDAM: Rather than being driven primarily by transactions, loyalty in the digital age is an outcome of consistently providing great experience, according to an industry figure.

Research Paper

Sonae Sierra, an international retail estate company, conducted research to gain insights into shoppers' eating habits and environments in order to improve its food courts.

Article

Looks at how loyalty has changed thanks to digital transforming the value exchange and how delivering a great brand experience can be done through the drivers of relevance, utility and purpose.

Article

Success with data all hinges on brands knowing how to apply it on a human level, otherwise it is at risk of becoming a blunt tool, resulting in communications that are over-personalised and lacking in relevance.

News

LOS ANGELES: Disney, the entertainment giant, is testing a new prototype retail store in an attempt to “immerse guests in the brand like never before”.

Article

The Walt Disney Company, the entertainment giant, unveiled a pilot retail store redesign that aimed to immerse shoppers in richer, more immersive brand experiences.

News

LONDON: There are many applications and use cases for augmented reality (AR) at all stages of the shopper journey but it is essential to take a shopper-centric or UX approach to planning, rather than a media- or brand-centric one, two industry ...

Article

The term 'personalisation' covers a wide range of possibilities and fashion brands are exploring everything from how to deliver advice online to new segmentation approaches.

Article

Pokémon Go has given people a taste of AR technology which has the potential to transform the retail experience.

News

COPENHAGEN: Online fashion retailer MatchesFashion.com believes there is a huge untapped opportunity to sell luxury goods online that can be exploited through the regular delivery of relevant content.

Article

Physical retail is under pressure from online shopping and only the best will survive according to the CEO of Hudson's Bay Company.

News

COPENHAGEN: MediaMarktSaturn, the German consumer electronics retailer, believes that the digitalisation of retail is in its infancy and that it can act as a guide for shoppers wanting to explore the latest digital developments.

Article

Digital remains an underused channel in luxury retail but there are significant opportunities for growth.

Article

Bricks-and-mortar stores are being re-imagined as price and assortment are no longer enough to guarantee footfall.

News

SINGAPORE: Oversea Chinese Banking Corp (OCBC), Singapore's second largest lender, has announced a partnership with StarHub, a leading telco, to research product and service development in an increasingly digital economy.

Article

Luca Griseri of Ipsos outlines how to manage critical incidents and how it can affect relations with customers, and the application of Behavioural Science to CX interventions.

Article

This article looks at the developments in VR and AR since the launch of Oculus Rift in 2012 and examines what each can bring to the marketing mix.

Article

This article describes some of the applications and use cases for AR at all stages of the shopper journey, backed by omnichannel purchase journey insights, creating a new concept dubbed Augmented Retail.

Article

This article describes how brands can benefit from offering purposeful, meaningful and entertaining experiences to customers.

News

NEW YORK: Agencies will need to enhance their focus on delivering brand experiences as they endeavor to serve future client needs, according to Mukul Deoras, Chief Marketing Officer of Colgate-Palmolive.

Article

Colgate-Palmolive, the consumer goods company, believes that agencies will need to become more integrated in the future if they are to fully serve the changing needs of clients.