'Good citizen' Uber wants a regulatory Better Deal in Europe - but a better deal for who?
We must all work together to build A Better Deal, says Uber CEO Dara Khosrowshahi, but will Europe be as willing to listen as Californian voters were?
User experience
How Target's omni-channel leap of faith 5 years ago set it up for retail's COVID crisis and beyond
In 2016, US retailer Target set off on an omni-channel transformation journey that 'loved the store'; in 2020, that foresight paid off during the COVID crisis. Where to now in the Vaccine Economy?
Click-and-collect car sales - Jardine Motors Group drives single customer view with Informatica and Salesforce
Dealership uses Informatica and Salesforce tech to get a single customer view, boost e-commerce and increase marketing personalization.
Zoom ends the year of COVID-driven success on a high, but can growth rates hold up in the Vaccine Economy?
The least unexpected set of quarterly success numbers in the current financial reporting period, but can Zoom's growth be sustained as workplaces re-open?
Outcomes are the next evolution of Customer Experience
Outcomes are the new customer experience, say Salesforce's Matthew Sweezey and Karen Mangia.
Digital banking - NatWest and HSBC bank on automation and analytics to capitalise on the customer shift online
NatWest and HSBC are shoring up their digital assets to support growth and changing customer behaviors as well as fending off the threat of new challenger banks.
Intent data - the good, the bad and the work required to figure it out
The road to hell is paved with good intentions; the road to good account-based marketing should be paved with intent.
How Macy's plans to move on from 'could have been worse' 2020 through accelerated omni-transformation
It wasn't a great year for Macy's, but it could have been worse. The challenge for CEO Jeff Gennette in 2021 is how to build on the pandemic-driven boost to digital retail.
mmhmm founder Phil Libin on the future of video meetings
Former Evernote CEO Phil Libin talks about his new startup mmhmm and why video will change business interactions as profoundly as online changed commerce
Tech gives vaccine programs a shot in the arm as Qualtrics study highlights the importance of user experience in mass take-up
Vaccinations are the key to getting to the so-called 'new normal'. Enterprise tech is playing its role in getting the jabs to people's arms, but there's a need to focus on experience-based messaging to counter hesitancy in key communities.
KFC's special recipe digital vs Burger King's whopper of a transformation challenge
A tale of two burger firms - how digital early investment has paid off during the COVID crisis.
CX meets e-commerce - a perfect fit for Rack Room Shoes with Dynatrace
The US-based footwear retailer uses Dynatrace to keep a close eye on how shoppers navigate its e-commerce site and to prioritise improvements.
Delivering the future of retail - Ocado's game plan for 2021 assumes no going back for online grocery shopping
Ocado is an online grocery veteran and one now facing potential increased competition as rivals find that omni-capabilities are now an essential, not an option.
