Author: Sam McKeveny

Last week, we looked at how customer experience programs are failing the needs of modern retail. Today we’ll look at how a new generation of customer analytics is changing this. But first a quick recap. Modern CX falls down for four key reasons: No connection to revenue – CX programs show no link to what…

In 2019 the term customer experience was mentioned over 2,500 times on US earnings calls, x5 more than 2008. While this growth has been praised as positive by the industry, for the average shopper, the real question remains – what’s in it for me? In May, The Wall Street Journal published an article called ‘The…

Could an unrecognized phenomena be at the heart of the ‘retail apocalypse’?