Customer Experience

27 Mar 2025

India's quick commerce sector made two-thirds of all 2024 e-grocery orders, report says

India’s quick commerce sector accounted for over two-thirds of all e-grocery orders last year, with its total market share growing about five times to $6-7 billion from 2022, a report by consultancy firm Bain and e-commerce giant Flipkart showed.

Rehumanising tech

19 Mar 2025

Companies often prioritise automation and speed over emotional connection, neglecting the deeper human needs of their customers

Understanding instinct in business decision-making

18 Mar 2025

Strategy, logic, research, data and analytics can drive good decisions. But it’s instinctive, intuitive ideas that make them great

AI as a co-author

11 Mar 2025

While AI can access anything on the internet, it cannot get inside your head and reproduce your own business knowledge, expertise and processes

Shifting clicks in a tense world

11 Mar 2025

Consumers are concerned and want more control. They’re looking for brands that help them feel safer, smarter, and more prepared

11 Mar 2025

The voice of the agent

Once regarded as a low-skill job with limited career prospects, today’s customer service professionals now view their roles as a positive career choice

Augmented reality in retail

11 Mar 2025

By incorporating AR into an all-encompassing technology stack, retailers can create connected experiences that merge the physical and digital worlds

Publicis doubles consumer reach to 4 billion with Lotame acquisition

07 Mar 2025

French advertising giant Publicis said on Thursday it has reached an agreement to acquire data and ID technology group Lotame and plans to wrap it into targeted marketing unit Epsilon, its main business driver.

Retailers, stop paying for ads that don’t convert

27 Feb 2025

By making digital advertising ‘inventory aware’, retailers will not only sell more through repeat purchases, but they’ll also drive down advertising costs

Loyalty in the age of information

27 Feb 2025

Jeremy Swinfen Green explores some of the ways businesses can navigate loyalty when so much information about alternatives is at the customer’s fingertips

Can the online customer experience remain intact in a world bereft of third-party cookies?

27 Feb 2025