Thought leadership, articles and stories from the inside.


Around this time of year, we normally undertake the assessment of the annual CX predictions, checking the accuracy of our crystal ball and recalibrating for the year ahead. But last […]

Four mistakes retailers are (still) making with online

In October, Cheil UK’s ecommerce strategist Duncan Howe shared his insights with Retail Week on some of the biggest mistakes retailers are still making online. Below, he shares his further […]

10 Years of Instagram | Charged Retail

Our head of retail  and commerce strategy, Sandra Perriot discuss with Charged Retail how one of the world’s biggest social media apps has become and online mall. She talks about […]

Retail Sector | The window of opportunity for pop-ups

Where the Coronavirus pandemic has drastically changed retail shopping habits forever, we must now begin to think more creatively, embracing pop-ups and other more flexible creative strategies to continue engaging […]

Service and support in the new era: The power of ‘thank you’

Speaking recently at the 99//Club Digital Festival, Group Head of User Experience Design Nick Fry discusses why customer service is so important during COVID and how brands can win with something […]

What does digital transformation really mean?

Change is often not a popular thing. Humans are creatures of habit – and through our daily routines and rituals we reinforce these habits as time goes on, making it […]