Self-Service Revolution
Measuring the transformed customer experience
Andy Taylor
The evolution of retail is marked by increasing customer empowerment. But in a multi-channel world, retailers are in danger of losing their grip on what customers want – and how they want to get it.
It’s our opinion that retailers must make self-service about customers rather than technolog y through an integrated customer experience strategy that focuses rigorously on measurement and builds it into every interaction.
Download the 'Self-Service Revolution' PDF [135 KB]
Andy Taylor
Andy is our European retail principal, responsible for retail strategy and customer experience innovation. He is particularly
interested in exploiting technology to create a superior customer experience in a multi-channel retail environment.
