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The Conversity blog contains thought leadership on Customer Experience, Customer Advocacy, User Experience, Digital Retail, Customer Adoption and more.

Complex Purchases – Why Retailers Must be Quick and Slick. A Retailer Guide to Helping Shoppers Find the Right Products

Make it easy for shoppers to discover the information they seek, and then lead them to the answers. Fail? They’ll leave. Our latest research study shows that when it comes to complex purchase decisions (purchases of goods and services that consumers don’t normally make every day of the week) it’s about the journey, not just the destination.

Avoid Digital Pigeonholing. Surprising Baby Boomer Statistics for Retailers & Brands – Retail Research

The digital conversation typically starts and ends with Millennials and Gen X. In fact, if you ask the (probably youngish) man on the street, the prediction would likely be that complex online shopping journeys and a responsive web presence is probably generated with these seemingly more tech-savvy generations in mind. But as the world continues to plug in, the rest of society is adapting and research is consistently telling us to rethink our opinions on the baby boomer generations when it comes to tech...

The Synergistic Benefits of ‘Leisure Shopping’ and Why Brands Must Take Responsibility for Enriching the Shopping Experience

As online shopping becomes an increasingly dominant force in the retail world, many shopping centres are introducing ‘trip motivations’ to their environments – adding leisure activities and entertainment – such as crazy golf and escape rooms – in a bid to encourage consumer spending by driving footfall and providing them with a richer, all-round experience. Here's how...

‘The Most Important Data Privacy Regulation in 20 Years’ Making Sure Retailers & Telco Systems are GDPR Compliant

The month of May is upon us, and with it comes the much-anticipated GDPR deadline. For retailers and telcos, GDPR is much more than a data cleanse or a one-off frustrating inconvenience, it’s an opportunity to renegotiate the terms of engagement between people, their data, and your company, whilst also throwing light on the systems you have in place to ensure you remain GDPR compliant both now and in the future.

Mind the Gap – The Rise of Intelligent Guided Selling

In essence, Intelligent Guided Selling enables retailers to become truly omnichannel-ready, by comprehensively unifying every element of the customer engagement experience. It is the combative force for retailers in a perfect storm… As we touched on in our last two posts, poor productivity and diminishing consumer [...]

Mind the Gap – The Power of Productivity – Part Two of Three

Productivity, and the maintenance thereof is something retailers need to think long and hard about if they intend to thrive through this turbulent time. The choice is simple, continue to live precariously amongst these gaps in consumer confidence and productivity, or take matters into their own hands and make a positive change for the better?

How can retailers tackle this issue? Conversity does the research...

Mind the Gap – The Consumer Spending Gap – Part One of Three

The first of a three-part series, Conversity has created a paper exploring the dual challenge of addressing the decline in productivity and consumer spending alongside the leading role that intelligent guided selling and technology has to play in the future of retail.

This blog focuses on ‘The Consumer Spending Gap’, aiming to paint a picture of today’s retail world in terms of how consumers approach it, and how their behaviour has evolved in recent years.

The NRF Big Show. What Brands can Learn from 3,500 Retailers – Takeaways from a CX Insider

January brought extreme cold weather, snow, and leading retailer brands from across the globe and suppliers wanting to share their innovations to New York’s annual National Retail Federation (NRF) Big Show and Expo event.

Our customer experience insider looked beyond the hype and technical jargon to highlight the trends and tech aiming to make a positive impact on customer experience. And we go further and share the challenges that are still to be addressed.

Breaking it down and spreading it out – why Microservice Architecture Matters for Retailers, Telco and Brands

if you’re unable to (or not hell bent on) delivering high-quality software with blistering speed, efficiency and an uninterrupted service, the time to panic was yesterday.

The fact that businesses have a continual and pressing need to deploy rapid, frequent changes is hardly a radical or revolutionary idea, yet whilst developers continue to place an importance on simplifying and breaking down code, many at the top are failing to edify themselves about the real, tangible business benefits of moving from an age old monolith to a smarter, more resilient microservices model.

Social Tedia. Create a SMART Revolution not a 24-hour technological distraction.

The final trend from our whitepaper focuses on ‘Social Tedia’ and considers the implication of social tech tools have on our workforce and its output. As technology continues to shape the way we work internally, operationally and the way external forces such as our customers relate to our business or brand, the conversation about ‘productive’ or ‘unproductive’ tech becomes even more important for business leaders.