GUEST COMMENT A complete omnichannel customer experience is a must for retention and loyalty

Andrew Jensen IBM

Retailers are becoming much savvier in providing many channels for their customers to engage and interact with them. This paradigm shift demands a consistent customer experience across these channels, and is redefining the call centre into the contact centre. While social media channels such as Facebook and Twitter are widely (more…)

US, China and India key markets for retailers and brands as they expand online: study


The US, China and India are among the key target markets for British ecommerce businesses looking to expand their online horizons, a new study has found. World Business Research, working on behalf of business process outsourcing provider arvato, surveyed 78 ecommerce executives in the UK’s beauty, fashion, fast-moving consumer goods (more…)

GUEST COMMENT Changes to the Consumer Rights Directive have brought a welcome level playing field for retailers

Liam McElroy, managing director of Retail at Wincanton

Aimed at bringing consumer rights across Europe into line, the 2014 amends to the EU’s Consumer Rights Directive created a raft of new rules for retailers which may have, at first, created a considerable administrative and financial burden. While some retailers will have already been compliant with several aspects of (more…)