Providing customers with a personalised shopping experience is no longer a nice-to-have. In 2018 and ahead, retailers need to think about personalisation...

Every business’s dream is to crack the Chinese market. Capture just 0.01%, and you’re set for a successful business.

There’s something incredibly powerful about a city: The buzz, the feeling of energy, connection, and possibility.

Customer experience is increasingly becoming the difference between organisations that win, and organisations that become extinct.

Anyone who’s done any travel will know that it’s the people involved who make an experience incredible… or incredibly awful. Part of the beauty of travel...

Sometimes you just can’t help but tell other people about it.

Extracting the exact dollar value of the customer feedback data you collected is a bespoke scenario for every company so, unfortunately, a...

A few decades ago, Kodak was a household name.

The change in times - Consider what the traditional customer journey used to be until fairly recently:

Take a good, hard look at your business. Are you customer-centric? Are you led by what your customer thinks, or by the bottom line?