Consumer & Retail

Uncertainty continues to rock the travel and tourism industry. ‘Traffic light’ travel restrictions remain jumpy, despite the progress of vaccination programs.
Few dispute the competitive value of a great customer experience (CE). And yet, how are retail executives experiencing the organizational journey to excellence?
In Canada, a large and venerable mass-merchant faces a serious rethink in order to evolve its Customer Centricity from ‘art’ to ‘science.’ In China, the e-commerce team of a renowned retailer is confu