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.

Andy Taylor 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 multichannel retail environment.

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