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Author: Bill Loller


Making the most of ‘mobile moments’ to transform the customer experience

There has been a ‘mobile mind shift’ in customers. Customers now expect to get what they want in their immediate context and moments of need.

Increasingly, when they need something, anything, they turn to their mobile device and ask for help: “Do I need to wear a coat today?”, “Who won the French Open?”, “Is my prescription ready?”

The mobile is becoming the customer’s problem-solver, and a shift of this magnitude has dramatically transformed customer expectations.


Five tips for using behavioural analytics to combat fraud

When we tell businesses that getting to know their customers is vital, it’s not just so that they can provide the best possible customer experience for them.

Getting to know your customers is most crucial when it comes to helping businesses identify enemies disguised as customers.

Fraud is becoming increasingly widespread since the dawn of ecommerce and as it becomes more and more sophisticated, we need greater visibility to fight malicious activity on our websites.

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Three tips for perfecting the mobile customer experience

With our growing need to become more mobile than ever, it’s no surprise that mobile device sales are through the roof.

In fact, more tablets were sold per day in the last quarter of 2013 (854,000) than there were babies born per day (approx. 370,000).

This rise in mobile sales is no coincidence, and businesses need to understand exactly how their consumers are using mobile and how it ultimately impacts sales.


Delivering a sweeter customer experience

Whether you planned a romantic evening out or ordered your sweetheart's gift last minute, it's clear that Valentine's Day this year went digital.

NRF reported that more than 26% of consumers planned to shop online for their loved ones.

In fact, online shopping showed significant growth during the week before Valentine's Day this year compared to last year, particularly with department stores where online sales grew 34%.


Future customer experience will be all about the personal touch

The continued growth of ecommerce is nothing new. But what is new and critical for businesses to understand is the role of the touch-integrated customer experience.

Today, the first device a child interacts with is a touch device, whether a smartphone, tablet, phablet or even wearable technology, and consumers of the future will expect the motion of touch integrated fully into every experience they have.  

As a result, the next challenge for businesses will be completely integrating touch into the shopping experience.