s+b Blogs
Three capabilities will help retailers “win the trip” through and beyond the COVID-19 crisis
Whether shoppers are in the store, at the curb, or at home, retailers can capitalize on the new realities of consumption.
Experiences matter
Experience is everything, to everyone. An experience is more than an app, a point of sale, a website. It’s a feeling that’s created at every interaction, defining and building lasting relationships, not just with customers, but with the people who work for and support your brand every day. It’s a calling card that sets you apart from the pack. Change is everywhere. These articles offer insights into how to deliver experiences that inspire long-term confidence, loyalty, and growth.
s+b Blogs
Redefining B2B experience: COVID-19 catalyzes big changes
The pandemic is forcing companies to focus on experiences their clients expect, while mobilizing them to accelerate product and service innovation.
s+b Blogs
For retailers, trust is key to accelerating out of COVID-19
Companies will have to understand consumers in the context of the crisis and optimize experiences to earn their confidence.
s+b BlogsGMO
Redefining customer experience: Connecting in the time of COVID-19
As the novel coronavirus forces people into a digital-only way of life, it’s important for businesses to infuse virtual experiences with a human touch.
Six tips for making the digital customer experience more human in the time of COVID-19
How do you keep — and deepen — your vital connection to consumers at this most critical time? Here are six practices to guide you.
GMO
ROX3: Boosting returns on leadership, customer, and employee experience
You can transform your company by strengthening the links among all three types of activity.
s+b Blogs
AI in the announcer’s booth
Artificial intelligence could soon deliver sports commentary customized to a viewer’s preferences. And if robots can learn to do this sort of talking, the applications could be far-reaching.
Using culture to offer more customer-centric healthcare
What it means for healthcare companies to serve patients effectively is changing. Here’s how understanding and transforming your culture can help you get there.
s+b Blogs
It’s time for CMOs to rally a cross-functional approach to customer experience
Businesses have realized the importance of building an outside-in culture. Now chief marketing officers have an opportunity to lead by engaging their C-suite colleagues in the change.
s+b BlogsGMO
Why Net Promoter Score is past its prime
The metric was useful in simpler times, when companies were beginning to understand the importance of customer experience. But it’s time to replace it.
s+b Blogs
Banking on voice
Voice-assisted devices will revolutionize the financial-services industry by providing customers with on-demand service and by helping banks reduce costs.
GMO
ROX: How to get started with the new experience metric
Make sure you understand “return on experience” — the new way of tracking the results of your investments in customer and employee experiences — and how to implement it.
s+b BlogsGMO
ROX is the new ROI: Prioritizing customer experience
Consumers have more power over your company’s success or failure than ever before, and it’s time for a new metric that captures the return on your investment in them.
Digital native retailers are giving physical stores a radical makeover
Online brands are opening brick-and-mortar shops, using technology and data-driven customer insights to transform the in-store experience.
PwC insights
Global Consumer Insights Survey 2019
Explore the findings of more than 21,000 online consumers in 27 territories across the globe.
Global Consumer Insights Survey 2019: Healthcare and pharmaceuticals
It's time for a consumer-centred metric: introducing “return on experience.”
CX in M&A: What consumers think when companies combine
Understanding how customers view M&A can help companies capture deal value.
Videos, Galleries, & More
VideoGMOPlanning for the unpredictable
PwC insights
To succeed in this evolving marketplace, companies need to transform linear supply chains into autonomous supply chain ecosystems.
