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Customers want your business to use Artificial Intelligence (AI) to improve their experience and make their life easier – even if they don’t know what it is or what it does. 8 out of 10 businesses have either already implemented AI (37%) or are planning to adopt it by 2020 (41%). They understand that they must […]

In the age of the informed customer, you are not only up against your fiercest competitor but more importantly, you’re up against the multiple sources that shoppers consult during their decision-making processes. Google’s Zero Moment of Truth study revealed that the vast majority of customers use an average of 10 sources of information before making

Virtual assistants have been a growing point of curiosity in the world of technology. For most consumers, the idea of talking to a device and having it handle tasks autonomously seemed like something out of science fiction. And look at where we are now! We’re getting very used to having the sorority members Siri, Alexa,

It’s Digital Darwinism. Survival of the most adaptable to change. And the changes in how people use technology to communicate, connect and discover are happening much faster today. Faster than businesses can naturally adapt. This carries significant implications: Giving customers better products, customizable options, and more channels or touchpoints will not be enough to differentiate

The holiday season is a time that brings many memorable and cherishing moments — and it’s also one of the busiest times for retailers, as people hunt for the perfect (last-minute) gifts for their near and dear ones. Consumers will encounter countless special offers, discounts, and door-buster deals promoted by merchants who aim to attract

In her compelling TED talks, Columbia Business School professor Sheena Iyana proves an incontrovertible truth: choice overload is real. Today, consumers are confronted with more options and more touch points than ever. It is all too easy for them to experience decision fatigue, basically giving them 3 options to either … Given the overwhelming number of options consumers  are faced with

With the proliferation of mobile devices, customer touch points and more businesses entering and competing in the digital and mobile space, it will not get any easier to grab the attention of consumers. Notoriously low attention spans are an indicator that businesses find it hard to hold the long-term concentration of shoppers in digital environments.