- 2 February 2016, 12:00 in Customer Experience

Back to the Future

The anonymous shopping experience has had its day: on the back of the success of digital personalisation, retailers are turning their attention to the in-store experience, recognising both the rise in customer expectation and the differentiation personal service can offer.

But what does that experience look like in 2016? From individually created recipe ideas and ingredients lists in supermarkets to intuitive, customer inspired fashion recommendations, retailers have the chance to transform...

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- 15 June 2020, 08:00 in Customer Experience

5G will advance all of society as we know it

“2020 is the year of 5G.” How many times have we heard that phrase, or...

- 23 January 2016, 15:00 in Customer Experience

Marketers: What's On Our Digital Horizon?

The past 12 months have been big for digital marketing. We saw a significant increase...


- 21 January 2016, 08:00 in Customer Experience

Retailers Unite: The Single Experience

Over the next 12 months, it is vital for retailers to deliver a consistent experience across all channels. Three-quarters of shoppers expect...

- 13 January 2016, 12:00 in Customer Experience

Coping with Negative Reviews Online

The Christmas shopping season may be behind us now, but it’s after-effects are still being keenly felt. From Black Friday to New Year and...

- 13 January 2016, 10:00 in Customer Experience

Lessons Marketers Can Learn from Uber’s Success

During the infancy of the retail industry, product was king. There was less reliance on how and when customers would receive a product and more of a...

- 13 January 2016, 08:00 in Customer Experience

New Year, New You?

Such goes one of those resolutions that often fail to make it past mid-January. But in this time of increasingly rapid change and complexity, it is...

- 8 January 2016, 12:00 in Customer Experience

Why Charities Need to Co-Create the Relationship Experience

In 2014, when Macmillan redefined what they were in the world to do, they triggered a shift away from being an organisation that cares for people...

- 8 January 2016, 08:00 in Customer Experience

Rise of the Robots - Why the Human Touch in Customer & Brand Community Engagement Will Live Forever

A report this year from the Bank of England detailed that up to 15 million jobs in the UK may be at risk because of the increased use of robots and...

- 6 January 2016, 12:00 in Customer Experience

It's Time for Action: Why 2016 Will be the Year of Customer Experience Design

Delivering a consistently positive customer experience is ever more essential to a business, but still exceptionally challenging to always get right....

- 4 January 2016, 14:00 in Customer Experience

Putting Communities at the Heart of Your Customer Services Ecosystem

Over the last few years, social platforms have cemented themselves as the kings of the web. As it currently stands, 72% of British adults use social...

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