Hold On!

Hold Up

Please select a minimum of three sectors in the menu above.

Got It
  • Online customer service through video
  • Online customer service through video
    Schuh ©

Online customer service through video

While only 1-2% of contact centres operate with video, footwear retailer Schuh sees the potential it offers. By giving its call centre video capacity, it's aiming to better engage with their customers. And it’s proving a success - the value of orders following a video call are 10-15% higher.



  • Boomers turn their backs on poor service Boomers turn their backs on poor service

    Online shopping is bigger than ever, but the value of a great in-store experience shouldn’t be overlooked. According to studies, it’s older consumers that value a personal in-store experience most highly, as over-50s reject shops with a bad atmosphere or poor customer service.

  • Article image Would you want a brand to be your BFF?

    Digitisation is helping brands and their customers communicate, forming narratives and relationships. Whether it's Netflix taking its viewers to prom, or Anchorman's Ron Burgundy reading the regional news, brands are manifesting in the real world, disguised as human beings.

  • Article image Self-service: leaving shoppers to their own devices

    Modern shoppers are handling more and more elements of the shopping journey themselves. But is streamlining the shopping experience removing the personal element of retail?

  • Article image How Hilton plans to kill off room service

    Hilton Hotels are killing off room service. In a climate where controlling costs is essential, how can upmarket brands retain their prestige?