Written by Ben Morgan, Managing Director of Accenture New Zealand. The emphasis on experience is arguably at its greatest today because the structure of almost everything we do has been upended by the Covid-19 pandemic. Increasingly, the customer experience (CX) offered by organisations is measured not just
By Ben Morgan, Accenture New Zealand managing director As Kiwi retailers awaken from their lockdowns, customer insight will be the new king to thrive in a retail world dominated by digital commerce. Retail’s holy grail is customer insight that is timely, accurate and can predict how customers
The internet has made customers much more difficult to please, so how can retailers win them back? Ben Morgan, interactive lead for New Zealand from management consulting services company Accenture has some advice.