The Retailers' dilemma

Manuela Pifani

6 August 2018

Customer Strategy, CX Transformation, Loyalty

At a time when many Retailers are struggling to remain competitive and profitable, it is paramount to re-think traditional business and operating models and understand the purpose of the store in the end-to-end customer journey.

Manuela Pifani

7 May 2018

Loyalty, CX Design, Customer Engagement, Customer Strategy

Generation e-Z-perience

Manuela Pifani

7 May 2018

Loyalty, CX Design, Customer Engagement, Customer Strategy

Generation Z is accelerating us into the Experience Economy. While they expect the ultimate convenience and immediacy offered by the mobile experience, they also value the power of immersive and engaging experiences - even more so than older generations.

Manuela Pifani

12 March 2018

Loyalty, Customer Strategy

Fan club or fickle users

Manuela Pifani

12 March 2018

Loyalty, Customer Strategy

There is a big disconnect between how organisations and customers think about loyalty, with many loyalty schemes focused on the needs of the organisation more than those of the customer.

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