In the last episode of our retail miniseries, we focus on the shopfitting industry and its current technology trends enhancing in-store CX. Valentina, Adam and Richard Kelly, an account manager from ARNO Group, touch on the benefit of negative customer feedback and later dive into the shoppers' changing habits during the pandemic. 

Connect with Richard Kelly on LinkedIn - https://www.linkedin.com/in/richard-kelly-23913754/

Find out more information about ARNO Group - https://www.arno-online.co.uk/ 

01:00 - the importance of customer feedback I 06:42 - the shopfitting industry during COVID-19 pandemic I 14:33 - technology improving in-store CX I 19:58 - creating a personalized experience in car dealerships I 23:35 - advice to future CX leaders

Iona Carter, a retail insight consultant, explains the underlying factors which forced consumers to change their shopping habits during the COVID-19 pandemic. Adam, Louis and Iona discuss the value of social proof and the emergence of the new phygital customer experience. 

For more information, visit https://www.tracerinsights.com/

or contact Iona Carter on LinkedIn https://www.linkedin.com/in/iona-carter-96b6214/

01:24 - Iona Carter's background as a consumer insight consultant I 09:02 - shoppers' behavioural response to COVID-19 I 21:55 - the power of social proof I 26:06 - the phygital customer experience I 29:04 - Advice for retail decision-makers

Valentina interviews Simon, Andy and Laurence, directors of ACF Technologies, who talk about the delivery of the UK's COVID-19 testing and vaccination booking system. The directors share exclusive information about the technical specifications and operational challenges they have been facing. The episode covers details from the initial concept development to the final integration of a system that can handle more than half a million bookings per hour. 

For more information visit https://www.acftechnologies.com/

01:37 - ACF's role in the testing & vaccination programme I 03:44 - What qualified ACF to participate in the programme? I 5:11 - How was the project delivered? I 08:39 - The project challenges I 11:14 - The project scope and scalability I 21:39 - Appointment booking model vs. walk-in model. 

Terry Wu, a neuromarketing specialist and neuroscientist, gives us a brief introduction to the science of neuromarketing and tells us how brands use neuromarketing insights to improve customer experience. 

Connect with Terry Wu on Linkedin - https://www.linkedin.com/in/neuromarketingservices/

For more information about his work, visit https://www.neuromarketingservices.com/

https://www.WhyTheBrainFollows.com/

Watch Terry Wu's TED Talk on Neuromarketing https://www.youtube.com/watch?v=UEtE-el6KKs

01:27 - Terry's career journey from neuroscience to marketing I 03:05 - The difference between neuromarketing and traditional marketing I 05:45 - Rational vs. emotional customer I 08:33 - Compulsive buying behaviour and its causes I 12:09 - Live stream as a new channel I 13:50 - The irrational customer and decision-making I 18:52 - Amazon using neuromarketing tools to improve CX I 24:42 - Free will in consumer behaviour I 26:34 - Facilitating better CX for the ageing population I 28:12 - Using technology to reduce decision anxiety

Jason Sit - a specialist CX researcher from the University of Portsmouth, talks to us about his findings on how retailers can increase footfall using experiential and educational events. We also discuss how organisations can improve their customers in store experience using omnichannel technology.

01:00 - Is bricks & mortar retail dead? | 04:20 - What can retailers do increase footfall | 09:00 - Risks from retail events | 13:00 - Using NFC and geolocation | 15:20 - Community/educational events | 19:10 - Can retailers benefit from showrooming | 26:30 - Technology recommendations

We speak to Damien Davis, A Director from ServiceNow about his experiences surrounding mental and physical health during lockdown, and the subsequent challenges and opportunities for organisations when it comes to tackling these issues alongside their employees.

Damiens LinkedIn - https://www.linkedin.com/in/damiendavisuk/

00:45 - Mental health's importance to Damien | 03:00 - Traveling with business | 05:50 - Staying mentally and physically strong when remote | 09:30 - Working smart vs working hard | 13:15 - Time management while WFH | 19:10 - Working environment agility | 23:20 - Advice for leaders 

Today, we close up our RBR branch transformation mini series with our Q&A presentation, on the future of branch banking. We discuss channel shifting, complaints handling and much more. 

00:36 - introduction to panel | 02:25 - Channel shifting and consumer behaviour | 04:54 - How are banks responding to COVID and what can be done better? | 07:31 - Recommendations for open banking | 11:25 - How not to do complaints handling | 14:35 - How to equip branch staff with better tools for CX | 17:40 - Closing the consumer confidence gap

We talk about the true omnichannel experience, and putting a friendly face on virtual customer service with existing technologies. 

01:00 - Bad CX stories | 05:30 - New channels being adopted | 07:40 - Banking CX for the elderly | 12:21 - Identifying customer channel preferences |  15:10 - Putting a friendly face on your CX | 18:00 - Implementing a more personal experience | 23:13 - RBR Branch transformation 2020

A conversation with Greg, Valentina and Louis about the evolution of banking, and the new branch experience post COVID.

01:28 - Where does branch banking stand in 2020. | 04:00 - Addressing the consumer confidence gap. | 06:02 - The next generation of branches. | 09:33 - How does the younger generation bank. | 15:55 - How important are happy customers.  | 19:10 - Designing next gen branches for a fun expereince.  | 21:25 - Leveraging events to add value to the CX & Facilitating customer centric branches. 

An entertaining reunion for Greg with his former lecturer, Some great advice for career oriented students, and CX insights from the brilliant Karen Clinkard. 

01:26 - Overview of employagility. | 07:16 - The value of social capital/networks. | 15:21 - How does student projects help organisations. | 26:20 - Data's role in CX. | 32:43 - Advice for CX leaders