Whitepapers - BT Expedite

Download our whitepapers for an insight into the very latest retail technology trends

Technology is profoundly changing the way we shop

Ovum carried out a survey of 200 retailers – 100 UK-based and 50 each from the US and Europe – on behalf of BT, to better understand its current and future technology investments.
Customers in the UK typically use three or more devices to connect to online services and hence have several touchpoints with a retailer. This proliferation of devices and instant access to information often builds consumer expectations around the experience that they expect to have when engaging with a brand.
Hence, it is essential for retailers to offer a seamless experience across these touchpoints, using the data collected from these interactions to derive a single view of the customer and use that to offer customisable shopping services and an intensely personal shopping experience – which is what most modern customers have come to expect from businesses in the digital world.
Find out how technology is profoundly changing the way we shop >

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Personalising the Engagement: How to engage your customers in a more individual and compelling way

Download a copy of our latest white paper, based on our extensive market experience, it will take you through the five steps needed to begin influencing brand perception and incremental buying behaviour and show you how to increase revenues by 2 per cent:
1. Identify customer touch points
2. Analyse the data
3. Surface back to technology touch points
4. Share with frontline employees
5. Capture the behavioural impact
We’ll show you how customer data should link in real time to initiatives such as loyalty apps, consumer and corporate wi-fi, in-store and customer service, e-commerce journeys and PR activities.

download the report (2 MB)

The Consumer 2014: True consumer insight in a modern retail world

The retail world has changed. An economic downturn and the rise of online shopping have turned shoppers into promiscuous deal-hunters armed with mobile technology that allows them to shop whenever they want, however they want with whomever they want.
Consumers are maximising these new ways to shop, which is revealed through an extensive survey of 2,000 shoppers and in-depth exclusive interviews with a nationally representative sample of UK consumers of all ages, carried out as part of this report.

download the research report (3 MB)

Retail 25 in 25

No one can tell what the next 25 years will bring, but we do have some insights on what the next 25 months will bring for retail. Find out what the near future holds with our round up of the top 25 technologies set to light up the high street.

download the research report (17 MB)

Retailtopia - Building the omnichannel supply chain of the future

Retailtopia brings together some of the best minds from the retail ecosystem to consider the future of the industry. The first Retailtopia, a vision for British retail in 2020, looked at how retailers could use technology to improve the customer experience and drive growth. The latest Retailtopia, focuses on what needs to be done now to make the future vision a reality.

download the research report (1 MB)

Five steps to a better class of clientelling

Follow our five steps to develop a better class of clientelling to boost your bottom line. Our CRM experts outline the importance of getting everyone on board with a clientelling program and providing the right tools to make it a success.

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Time to get off the PCI DSS Fence?

The Payment Card Industry Data Security Standard (PCI DSS) is here to stay and as such you need to get it done, keep on top of it - or get a great defence in place.

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How to build a prioritised CRM strategy in five steps

You don’t build a customer relationship with a 10% discount. Customer Relationship Management (CRM) is about delivering on a brand promise consistently no matter what the season, economic state, or channel. CRM should help boost the bottom line, despite the pressures of retailing.

download the report (2 MB)