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3 min read
Clicking is simple. Collecting should be too.
Click & Collect (C&C) is not a new concept to retailers or to customers. Earlier this year, it was estimated that retailers are fulfilling up to 70% of their online orders in-store.[1] It’s an attractive – and demanded – part of customer service and many retailers are starting to realise mea...
3 min read
Are you Successfully Removing Experience Gaps from Your Omnichannel Retail Journey?
As recently as 2014, leading analysts including Forrester, Accenture, IDC, Ipsos MediaCT, Sterling Brands and Google Think were building a case for the omnichannel model.[1] It was considered a competitive advantage that most retailers were unable to leverage. It has rapidly evolved from being somet...
2 min read
Your Path to Success is Paved with Customer Journey Intelligence
Throughout recent history, many efforts have been made to understand what people consider to be ‘fair’ when it comes to the process of pursuing and waiting for the service they need from a provider. Adrian Swinscoe is a consultant, researcher, economist, and former teacher who – like Qmatic – cares ...