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

By |September 25th, 2018|Retail, Technology|

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

By |May 16th, 2018|Conversity News, Retail, Telco|

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

By |April 18th, 2018|Conversity News, Retail|

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 spending represent significant hurdles for retailers. When combined with [...]

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

By |March 13th, 2018|Customer Experience, Retail|

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

By |February 27th, 2018|Conversity News, Retail|

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.

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

By |December 6th, 2017|Conversity News, Retail, Telco|

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.

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.

Fickle Fans. The rise of the 5-star differentiator and exceptional personalisation.

By |October 18th, 2017|Conversity News, Customer Experience, Retail, Telco|

Trend #four of our collaborative Conversity and Sarah Cameron retail and telco whitepaper looks at the rise of the 5-star differentiator and exceptional personalisation. We covet brands and businesses getting it right, and highlight where your time and effort should be focused if you’re going to stay ahead of the competition in 2018. If you haven’t read it, you should. And fast.

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.

Operating at the Speed of Technology, Your Competitors & Your Customers

By |May 27th, 2016|Customer Experience, Customer Service, Retail, Telco|

It is fair to say almost every industry has either already gone through or will go through a period of accelerated digital transformation in order to find their place in the new world but what triggers the need to embrace digital in your business? We believe it comes down to three things: 1) technology, 2) [...]

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 [...]

The Smart Shopper – How Retail must React to Digital Disruption

By |February 4th, 2016|Customer Experience, Retail|

“There will be a fusion of physical and digital worlds where at some point in future consumers will intuitively shop without perceiving the difference in a world of superposed channels. IBM Retail, 2015 Although the above statement is under 12 months old, there is already a case to suggest that “there will be…” should be [...]