Modelling the CX for Competitive Differentiation

An intelligent, data-led approach to curate effortless customer experiences—for the right customers. This instalment of bmetric Explore introduces, what we have learnt to be, the intelligent approach to leveraging the Customer Experience; to position your brand as the logical first choice against your competitors. In markets occupied by agile competition, where price-comparison sites enable the consumer […]

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How Macy’s Got It Right – Conquering Omnichannel

Omnichannel is truly paying off for Macy’s, they have completely stepped up their game when it comes to their customers shopping experience. Recently Macy’s found that customers who engage with them in an omnichannel are 8X more valuable than those who shop within a single channel. Their goal was simple: they wanted to help their […]

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