Consumer Experience (CX)

Connected Corners

Explore topics focusing on various aspects of consumer experience (shopper, customer, member) including human-2-tech interfaces, loyalty & reward programs, consumer behavior, segmentation & demographics, security, privacy and experiential service models

Explore CX related articles

As consumers engage with the brand across multiple touch points that traverses their omni-channel footprint; the challenge for retailers is to deliver a seamless (shopping) experience from beginning ➜ end

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Omni-channel retail journey – Scenario 1 In this scenario, the consumer chooses to start their retail journey with an online product research ➜ in-store / in-person product evaluation (experiential retailing) ➜ online ordering (for online-only special SKU/pricing) payment & fulfillment ➜ online refill/subscription ordering (repeat purchases) ➜ phones customer support for returns/exchange policy & process information ➜ returns/exchanges the product in-store Read the full article

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One way retailers can address these challenges is by developing a holistic retail CX program that unifies all of their channel specific CX initiatives seamlessly at every one of the consumer touch points that traverses the retailer’s omni-channel footprints Read the full article

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Notable challenges in maintaining an omni-channel footprint are efficiently managing multiple & complex (cross channel) shopper/customer engagements as well as preventing potential CX fragmentation

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As a starting point retailers would need to identify a range of factors (both common & unique to eChannel) that have the potential to influence their eCommerce platform’s CX These influencing factors may be derived from key consumer interaction points across their eShopping journey and furthermore; retailers may choose to categorize them under key business functions to better facilitate the development of correlating initiatives Read the full article

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Direct-to-Consumer (D2C) Service Model Example

Potential D2C Service Model One potential solution for CPG/FMCG brands would be to develop a D2C service that complements their existing B2B2C channels’ offerings with focus on mutually exclusive product portfolio + Value Added Services (VAS) Read the full article

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Telco carrier/operator transformation scenario

This telco carriers/operators transforming from being (traditional) Connectivity Providers → (trusted) Connected Solutions Partner / Architect are best positioned to play a lead role in the Connected Life & Industry 4.0 era Read the full article

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