Are grocery-store apps the answer to better customer service?
Only a small number of Canadians use grocery-store apps. Maybe that’s because apps don’t solve a lot of everyday shopper complaints With several of Canada’s big grocers creating branded mobile apps over the past year, there is no question grocery shopping is getting more techie. But are consumers ready? And are apps really the answer […]
Screens & Places: More Human, Less Digital
The intersection between digital, human and physical experiences We need to focus more on human interactions and less on digital technology. That might sound odd coming from someone who has preached digital for more than 20 years, but it’s all about finding the right balance. Retailers like Hointer have almost completely removed the human element from […]
Screens & Places: Is digital the glue to unifying today’s fragmented customer experience? | Part Two
The intersection between digital, social and physical experiences. Forrester recently released their second research report, Meet The Changing Needs Of Connected Customers. This is part two of a three part series. As in the first report, The Unified Customer Experience Imperative, I was asked to discuss what our company has observed in the past few […]
Screens & Places: Is digital the glue to unifying today’s fragmented customer experience?
Recently I had the pleasure of being interviewed for Forrester’s latest research report on “The Unified Customer Experience Imperative.” I was asked to discuss what our company, Delvinia, has observed in the past few years about the changes in the consumer landscape, and dissect how brands and companies are struggling to understand how to utilize […]
Screens & Places: When it comes to mobile, context is not everything, it’s the only thing!
The intersection between digital, social and physical experiences. All brands want to create a relevant, personalized and unified experience along their customers’ journey. And we all know that providing that experience in context to the customer is key. However, brands and agencies struggle with this due to the complex nature of the buying process today. A […]
Screens & Places: Is it creepy to track your customers’ every move?
The intersection between digital, social and physical experiences. The other day I was running through the PATH system in Toronto, which is the largest underground shopping complex in the world connecting office tower to office tower. I was stopped by a woman holding an iPad wanting to ask me a few questions. I’m sure you […]