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

By |November 17th, 2017|Customer Service, Omnichannel, Retail, Telco|

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.

Let’s get physical. Oh, and digital. The future of retail, telco and brands 2018

By |July 25th, 2017|Customer Experience, Omnichannel, Retail, Telco|

After becoming thoroughly tired of reading article after article of rehashed content and predictions, Conversity recently published a white paper on the future of retail, brands and telco. A collaboration with the retail consultant, Sarah Cameron, the paper is a concise guide for retail & telco professionals – identifying the five big ideas, trends and predictions in 2018. In this first blog, we look at trend one, where the physical and digital merge for the increasingly intolerant customer.

From the Pavement to the Purchase; How Retail Technology is Defining the Shopping Experience of the Future

By |April 29th, 2016|Customer Experience, Omnichannel, Retail|

The retail world is changing every day. The rise of customer facing technology and digital developments in-store has transformed the aisles and checkouts of our favourite stores whilst the ‘browse and buy’ culture of the internet continues to disrupt purchase patterns. The retail environment is in a state of constant flux and it doesn’t seem [...]

Infographic: What does the contact centre industry look like in 2016?

By |April 7th, 2016|Contact centres, Conversity News, Omnichannel, Retail|

The contact centre is (we believe) an often under-appreciated part of a businesses omni channel strategy. We run the risk of becoming so busy looking at the 'sexier' channels of social and mobile that we forget just how important contact centres are in the customer journey. Not only that, the contact centre industry is vast, [...]

Omnichannel Futures, Not Just a Flash in the Proverbial Business Pan

By |March 31st, 2016|Customer Experience, Omnichannel, Retail, Telco|

HOW RETAILERS ARE USING OMNICHANNEL THINKING TO IMPROVE CUSTOMER EXPERIENCES. Omnichannel is a becoming a real retail obsession. It’s on the mouths of managers, the headlines of industry media and being demanded by customers (even if they don’t realise it’s omnichannel they are demanding). Don’t be fooled into thinking this buzzword is just hype though. [...]

Show and Tell; Showrooming is both a Threat & Opportunity for Retailers

By |February 16th, 2016|brand experience, Customer Experience, Customer Service, Omnichannel, Retail|

In a recent blog we reported on the top five digital disruptions that physical bricks and mortar stores face in the modern retail world. Number one was showrooming - the practice of browsing and comparing prices online whilst perusing the shelves of a store - and, as we warned then, it is happening in your [...]