Series 1: Episode 5 There is a growing appreciation and awareness that retail is forming a key part of the customer journey. No longer is it just a transaction or a point in the lifecycle to just purchase a mobile device. It's now become fundamental to the brand awareness, profitability and loyalty as the user progresses along the customer journey. Is the experience consistent with other interactions? Is the online retail model impacting the delivery of service at retail? Has the retail experience become disjointed from the rest of the lifecycle? We look at what is happening to the retail environment and how providers can compete in this important service area. Subscribe via     Tim Deluca-Smith, VP Marketing at WDS, hosts episode 5 with guests Tim Joyce, VP Research & Innovation at WDS, Paul Nolan, Associate Director & Head of Telecoms at CCgroup and Howard Jones, Account Director at CCgroup. Show Notes Are deficiencies at retail impacting profitability?The mis-selling and mis-matching of devicesAre retailers just pushing stock?Have there been any changes in recent years? I want to be able to use email and play Angry BirdsHow are sales agents differentiating?The retail experience, how should it be?I want a quirky keyboardCan I trust the retail script and is it useful and accurate? Mitigating the support callStaff trainingWhat is a Gmail account?I'm a new customer, is this call plan and device right for me?Bundles of joy? Reach out and touch me Multi-channel support Do people self serve at retail? Cross channel engagementConvince me that my online choice is correct for me!Segmentation In store support The sales agent and the retail environmentPrice and the dangers of upselling [over-phoned]Let's innovate and improve Threats to the retail environment Direct Download Episode to MP3