Tech should enhance customer service, not replace it

‘A digital-only experience ducks the fundamental need for people to interact with well-trained staff’

Why insurance is embracing diversity and tech

‘As AI expands further into our home and working lives, the need for human interaction may in fact equally increase’

Why you need a cognitive supply chain

Cognitive supply chains that are able to predict and adapt in times of uncertainty are set to revolutionise trade, and will be a key competitive advantage in the coming years

Parcel delivery: should the customer be in charge?

man from parcel delivery companies looking at tablet in truck

Some experts predict increasing competition between parcel delivery companies could change traditional market dynamics, with logistics firms having to differentiate themselves to win the loyalty of online customers

How subscription services are revamping retail

D2C subscription shaving box Harry's being opened

Direct-to-consumer offerings, such as subscription boxes and buyer’s clubs, are shaking up traditional retail market dynamics by giving consumers a more personalised service

The high street isn’t dying, it’s going independent

Glasgow high street with people on it

As large chain stores struggle to compete with the rise of online sales, independent and artisan retailers are stepping up to take their place on the high street

A day in the life of the future customer

cartoon of woman looking in mirror illustrating omni-channel retailing

Exploring how one shopper of the future goes about her day reveals exciting possibilities for what’s in store for omni-channel retailing

Restaurant renaissance: how to revive an ailing industry

According to recent research by FleishmanHillard, 91 per cent of customers say food is part of their values and belief system, but many restaurants are struggling