Omnichannel

How to adapt to multi-channel sales

Consumers’ expectations have evolved over the last decade. Having an online store is no longer seen as optional and is…

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The future of contact centres in retail

We are all familiar with contact centres; they are the places we call when we feel unhappy with, confused or…

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The end of the high street as we know it?

A week doesn’t go by without another retailer hitting the headlines. M&S, Poundworld, Carphone Warehouse, Mothercare and House of Fraser…

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The advantage of customer intelligence and what retailers can learn from House of Fraser

Another day, another high street stalwart closing some of its doors. With a deal now struck with creditors, House of…

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Three barriers to implementing a successful omnichannel solution

Customers value a consistent service across all platforms and channels. They want customer service agents to know who they are…

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What’s next for the Luxury Sector?

The luxury goods market is being shaken up like never before with the rise of new consumers and changing buying…

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Solving the age-old problem of returns

Returns, the ‘dirty’ word in retail, are a recurring nightmare for staff and customers alike. It’s something we can all…

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The scale of retailers’ underpreparedness

Against the backdrop of compressed margins and relentless competition from the large retailer players such as Amazon, and with more…

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Reinforce the mobile-first consumer mindset

A Q1 Global Commerce Review, which reveals a rapid increase in the use of smartphones for retail purchases in the…

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Tim Stacey named CEO of DFS

DFS, has announced that Ian Filby will be retiring as CEO to be succeeded by Tim Stacey, the current group…

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