Is your retailer suffering from Chip & PIN Dysfunction (CPD)?

Leading CX players leverage behavioral psychology to orchestrate the ultimate customer journey.  How a company sequences what are called the high touchpoints (pleasurable experiences) in conjunction with the low touchpoints (unpleasant or painful experiences) can materially change a customer’s collective experience.  To ensure an

Digital & Physical Touchpoints Playing Nicely

It’s interesting to watch more and more online/e-commerce businesses branch out into the physical world.  Did it all start with E-Trade opening branches?  Maybe it was Warby Parker or Bonobos?  Even Google opened a branded store in London to sell its physical devices – smartphones, Chromebooks.  Might we see Google open up a dealership in the next decade to sell driverless cars?