Contributor: Paul Sands
Posted: 01/09/2017
Customer Experience 2017: Phygital Goes Mainstream
Paul Sands, Director of Retail Development and Customer Experience at Bang and Olufsen and a CX Network Advisory Board member, predicts that one of the biggest trends for CX in 2017 is that ‘phygital’ will become more mainstream. It’s a buzzword so contrived it might make you itch, but one that we had all better get used to. Phygital refers to a u Full Article »
Posted: 12/22/2016
Bang & Olufsen Emotion Customer Experience
Paul Sands is the Director of Customer Experience at Bang & Olufsen and a CX Network Advisory Board member. In a presentation at the Customer Experience Exchange for Retail he spoke about creating the right kind of emotion. One way you can do this is through small gestures that don’t necessarily draw attention but your customer will notices as Full Video »
Contributor: Zarina de Ruiter
Posted: 11/22/2015
CX Leaders
Interview with the Retail Director at Artisan du Chocolat about their customer experience strategy, the key to employee and customer retention and how they’re delivering a consistent customer service during the busiest time on the retail calendar. Danny Andrea is the Retail Director for Artisan du Chocolat, where she is responsible for all the in- Full Podcast »
Contributor: IQPC Editorial Team
Posted: 03/21/2016
The retail industry has undergone a significant change in recent years. With the rapid rise in online stores and mobile shopping, the high street has seen a decline in footfall, and the lifetime customer loyalty many brick-and-mortar stores were accustomed to is no longer a given.Retailers have to work harder and focus more on delivering a wow expe Full Whitepaper »