Zendesk pivots customer service to put messaging at the core
Messaging becomes a core part of Zendesk's customer service offering this week as consumers switch to WhatsApp and other messaging apps to engage with brands
Mobile
Brewing up a strong data foundation with Tableau - Starbucks gains critical insight into consumer behavior, store usage and...er, restrooms
Starbucks use of data analytics has enabled it to pivot to meet changing customer behaviors during the COVID crisis.
Electronics retailer Elkjøp turns to Azure and Neptune to get that Apple Store experience
Nordic electronics chain Elkjøp - part of Dixons Carphone - bucks retail blues to invest in bricks-and-mortar customer experience
Data reveals omni-channel retail passed its biggest stress test during the 2020 Holiday season, but what happens next?
Retailers wanted to 'spread the load' for the 2020 Holiday season as millions more shopper turned to online. Good plan, but how did it work out in practice?
Zoho, the tech company that's going back to the land
Business software provider Zoho believes cloud technology can unlock a rural revival - and is turning offices into farms as it puts its vision into practice
Target's omni-channel retail thinking pays off with largest quarterly sales surge in nearly 60 years
Target has long been a best practice exemplar of omni-channel retail transformation and that's paid off big time during the past few months.
Brewing resilience - how early digital vision is paying off for Starbucks
Starbucks made savvy early digital investments that paid off when the pandemic ground up long term planning.
Waxing lyrical about e-commerce - heritage retail at Barbour expands in a digital world
Barbour is a retail brand that dates back to the 19th century and is best known for its iconic waxed jackets. In 2020, the importance of D2C e-commerce is a priority for the firm as Amy-Lee Cowey, Global e-commerce & Digital Head, explains.
COVID's digital DIY boom - has it taken a pandemic to focus Kingfisher's omni-channel retail thinking?
DIY group Kingfisher's experiences during the pandemic have resulted in some sharper thinking around e-commerce and omni-channel capabilities. Now, can it put its vision into practice?
Looking for the 'Future of Work'? It’s already here...but will it last?
HR guru Josh Bersin explains how the COVID-19 pandemic has impacted leadership, the way we work and HR’s role in the second part of an exclusive interview.
Personalization, Pega and Pink Rabbits - Rabobank’s journey to deliver customer lifetime value
The Netherlands second-largest bank is shifting to a Pega platform to upgrade its multi-channel customer service delivery.
Hardly any stores, 25 years of e-commerce experience and selling comfy clothes - how Lands End has risen to the COVID-19 retail challenge
If your retail footprint only has 26 stores, shuttering those doesn't have the same impact as for other retailers. Lands End has tapped into a quarter of a century of e-commerce experience over the past 3 months.
Digital acceleration of underlying transformation - the main takeaway from COVID-19 for the fast food sector
Four fast food brands share their experiences of how COVID-19 and lockdown has made digital transformation all the more urgent.
