customer centricity

To optimise the customer experience - find the story within the data

25 Apr 2017

Change Associates’ recent research into the drivers behind creating the optimal customer experience led to a number of discussions around data, as you might expect Data surrounds us, it’s everywhere, and there’s so much of it. Businesses that collect data can use it to predict future development; the most successful will use the messages from the data to set direction, communicate with teams...


Leading in an omnichannel environment

9 Nov 2016

The omni-channel world provides a clash of old world and new world: different value chains co-existing; legacy ERP systems working alongside new digital technologies. If it can be made to work the consumer wins.but can the retailer win? What are the questions and challenges leaders and their teams need to face?