Analysis
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Apr- 2018 -6 April
Caring consumers
We all know that global e-commerce is growing rapidly; recent figures have revealed that retail ecommerce sales are expected to grow to €3.65 trillion (£3.187tn) by 2021, up from $1.05tn (£917bn) or 246.15 % in 2014. Despite the major positives of the industry’s fast growth, ecommerce is having an increasingly…
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4 April
The role artificial intelligence has to play in retail
There’s no doubt about it; the retail sector is in the middle of a revolution. While customer service has always been important, it’s customer convenience that’s now king. PwC’s 2018 consumer insights survey found that 40% of online shoppers would pay more for same-day delivery and 62% expected their orders…
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3 April
Try-before-you-buy is causing a ‘returns tsunami’
Try-before-you-buy (TBYB) is a new shopping trend that enables customers to order multiple items before deciding what they’d like to keep. There is no up-front cost; shoppers simply pay for items they keep after a certain number of days – usually 30 days. They return unwanted items and are never…
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Mar- 2018 -29 March
Millennials – The leaders of the retail revolution
Millennials – the largest generation since the Baby Boomers – will come into their own by 2020. Born between 1980 and 2000, this group represents the world’s first truly digital generation. Already a potent force in today’s society, millennial purchasing power will continue to gain momentum, with recent Accenture research…
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27 March
GDPR could be the best thing to happen to your customer experience
On 25 May 2018, the General Data Protection Regulation (GDPR) will come into force across the EU. It is the biggest change to data protection laws in Europe since the 1995 introduction of the European Union (EU) Data Protection Directive. Since its creation in 1995, the amount of digital information…
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13 March
The rise of automated customer care
In a world where response and resolution times are coming under increased scrutiny, we’re seeing more retailers look for effective ways to provide rapid customer service while maintaining a quality customer experience. We’re seeing a move from focusing on customer experience, to customer convenience. According to cloud computing company Salesforce,…
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6 March
Why SD-WAN will prove pivotal in the retail revolution
Software defined Wide Area Networking (SD-WAN) is a relatively new concept in Europe but retailers could and should be very interested in this technology. With the network becoming increasingly strategic and companies struggling to find the skills and resource needed to deliver a network that supports more and more demanding…
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2 March
The Impact of the Latte Levy
In January this year, a cross-party committee of MPs produced a report on disposable packaging, with the focus on coffee cups. The report called for a 25p charge on disposable hot drink cups to be implemented, nicknamed the ‘latte levy’, with the tax helping to fund improvements in the cups…
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1 March
Delivery heroes will win the day: takeaways from The Delivery Conference 2018
Last week’s Delivery Conference was themed “Leaders and Heroes” and as I absorbed the sense of mission and energy among the delegates it struck me that this was a very appropriate theme for an industry that has its roots far back in history, where often it took a heroic physical…
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Feb- 2018 -28 February
Cyber security threats in retail
Retailers have had little choice but to transform their IT infrastructure as customers increasingly move to online shopping and high street-based revenues decline. Retailers and most of their customer interactions and data are now online and as such, many retailers are adopting Cloud for some, or all, of their customer-facing…
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