Simon-Ormston-agility-customer-service

Digital re-imagining for utilities – is it turned on or off?

By Simon Ormston, Head of Utilities, BT Global Services

Many high street brands have made real progress in adopting multi-channel retailing in recent years, and this has had the effect of raising the expectations of customers, who require and demand an easy and fast digital experience and they really do want it now. When it comes to utilities, they expect the option to log-on and track their consumption and bill in real-time, with access to round-the-clock support via phone and a multitude of other channels.

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Consumer 2014

Shopping in an online/offline world: Infographic

As retailers grapple with the changing retail landscape our latest infographic draws on the highlights from Consumer 2014, a survey and in-depth interviews which explore shoppers’ changing interactions with retailers and provides the insight you need to stay ahead of the competition. [Read more...]

Andrea Foord

It’s no longer a battle between online and offline

Andrea Foord, Head of Marketing , Retail & Supply Chain, BT Global Services

If you work in retail you already know that competing in a multi-channel market means enhancing your shopping experience both in store and online. To do this, you need to know your customers shopping habits; you need to know where they’re shopping and how they’re doing it.

This is exactly what we discussed at our BT for Retail Summit — we brought together retailers, top-notch industry speakers for demos and debates which created a truly invigorating environment where the conversation flowed all day. Our expert panel, chaired by Retail Week’s commercial editor Charlotte Hardie, discussed The Consumer 2014 report which unveiled the findings from a major consumer survey of 2,000 people. It identified how and where people are shopping and how their attitudes are changing, providing retailers with fascinating insight into customer priorities, what makes shoppers loyal and what drives them on and offline. [Read more...]

Emer Timmons, President BT Global Services UK

Unleashing the true power of omni-channel retail

By Emer Timmons, President BT Global Services UK

The retail world has changed and shopping habits have changed with it. But this doesn’t mean that shoppers have abandoned the high street: trends suggest that people still value the same things, such as a great customer experience. And, what’s more, the customer journey is as likely to start online and end in-store than it is the other way around.

Shoppers are learning to make the most of the new channels available to them, and that’s where omni-channel retail comes in. It gives retailers the chance to orchestrate their services and connect with customers wherever they are, creating a seamless and harmonious experience regardless of how they choose to shop — in-store, over the phone, online or with a mobile app. And that’s exactly what our Retail Unplugged conference is all about. [Read more...]

biometrics technology

Touch and pay allows shoppers to leave their wallets at home

By: Tausif Awan, Commercial Director, BT Payments Solution

You’ve rushed out, spent an age in the supermarket getting all your shopping, queued at the till and when the cashier asks you to pay you have the sudden mental image of your wallet. It’s at home of course, or in your gym bag. Or on your desk at work — it’s basically anywhere other than where it should be. We’ve all been there haven’t we?

Thanks to new finger vein technology, you could still take home that shopping. All you have to do is insert your finger into the reader, and you’ve paid — just like that. No change to fuss over. No card to authenticate. It’s also something that’s totally unique to them; it can’t be cloned or stolen. [Read more...]