Creating a luxury online customer experience
In the history of shopping in the west customer experience has seen major changes, however one...
Irrational Blog
Is loyalty dead or can customer experience revive it?
The past five years has been seismic for the retail and FMCG sectors. The pandemic followed by an...
FCA Consumer Duty: Key details from the December update
In December 2024 the FCA released two new updates after reviews into retail financial firms’...
Building Consumer Rituals
Whether it’s the Guinness two-step pour, the Cadbury’s Crème Egg ‘how do you eat yours’ campaign,...
Behavioural science and Black Friday
Once unique to the USA, Black Friday has since grown into a huge international promotional event....
Taking it offline: e-pharmacy and online health
Transition to online self-service is growing in many industries and pharma is no exception. While...
Video: Monitoring Customer Outcomes for Consumer Duty
In June of this year, after a multi-firm review, the FCA concluded that financial organisations...