#Customer Experience

#Customer Experience

I believed technology could reshape the jewelry industry entirely-changing how customers find pieces they love, personalizing their own designs, and reimagining the customer experience. We launched as a digital-first venture to do just that. Now, two decades into our pioneering digital journey, I've realized something surprising: Our most sophisticated online tools have actually made in-person interactions more valuable. I believe the brands leading the next wave of innovation aren't choosing between digital and physical. They're using digital excellence to help create meaningful in-person connections and lifelong brand affinity.

Trust has fast become one of the central questions in every serious conversation about AI. Not capabilities. Not efficiency. Trust. If customers don't trust how companies deploy AI, they'll walk away. If employees don't trust it, they'll disengage. If enterprises don't trust their AI providers, they won't adopt. A recent global KPMG study found that while two-thirds of people now use AI regularly, fewer than half say they're willing to trust it.

While those questions matter, the secret sauce is understanding the context behind a person's interaction with your brand at a given moment. A frequent traveler might visit an airline's website one day to research a family vacation. The next time they see, they might be booking a flight for work. Their attitudinal profile hasn't changed, but what their context - and therefore what they want from you - has.

Space & Time is a growth marketing agency, enabling clients to secure optimal value from every part of the customer experience and their marketing investment.

For years, car dealerships had a terrible reputation. Pushy sales tactics, confusing pricing, and long hours spent negotiating made the entire experience feel more like a battle than a purchase. Like many buyers, I assumed that avoiding dealerships altogether was the smartest way to buy a car, especially as online platforms and direct-to-consumer models gained popularity. Over time, however, my perspective began to shift.

Time and time again, we hear that modern B2B buyers have quickly adapted to online buying habits that emerged during the pandemic. You don't have to search far to find an article that references the increased number of touchpoints in a B2B sale . B uyers are self-directing their experiences throughout the customer journey and are confident they can engage with sales teams when they are ready.

Taxwell helps everyday Americans get every tax advantage they deserve by finding credits and deductions they never even knew existed. Our tax preparation software offers easy guidance and ensures your maximum tax refund. We strive to build a team of like-minded experts in both tax and technology who align with our brand purpose, are advocates for our customers and have a fresh, non-traditional approach to the tax industry.

Customer service in the UK has a problem. According to recent survey data, almost half of UK customers have experienced poor customer service over the past year. That's not a minor data point, but rather a warning sign. Long wait times, unhelpful responses, and automated loops that dead-end are just the beginning, and they erode customer trust quickly. While many businesses have invested heavily in digital tools and AI to help address these problems, that comes with its own drawbacks.

The technology underpinning retail operations is under scrutiny in 2026 as fashion executives look to streamline systems with the aim to unlock efficiency, cut costs and meet consumer expectations for speed and personalisation in the shopping journey. At the retail event Lightspeed Edge on 12 January, Lightspeed - the unified point-of-sale (POS) and payments platform for SMEs such as Apricot Lane Boutique and Neal's Yard Remedies - convened industry leaders to explore the strategic imperative for integrated technology ecosystems over siloed systems.

Notes from the desk: Welcome to this month's Quarterly Review and a new year! The Quarterly Review is one of the only media pieces that allow readers to track improvements through time. It's a chance for the industry to learn about what goes on behind an FI's four walls and how leadership manages their priorities.And a review mandates a check-in, as I like to say, so enjoy reading about how the exec in the hot seat today overcame challenges, and brought her vision to life.

My resolution next year is to climb a tough peak in the Chamonix Valley in France. The 'why' is because it's been on my list for 15 years, and it's overdue. The 'how' is a detailed set of logistical, physical, mental, and family preparations.

Builders often talk about uncertainty as if it were a temporary fog that had to clear eventually. Rates will decline, the Fed will pivot, pent-up demand will return, migration will pick up again, and the longstanding pattern of structural underbuilding will resume. The idea that the industry's biggest risks come from the outsideand that the outside world and its cyclical forces will eventually save themhas been one of homebuilding's most persistent forms of magical thinking.

The concept has drawn huge crowds across Europe because some shoppers abroad have found everything from collectable gold bars to rare Pokémon cards worth up to €2,000. The start-up said that it buys lost e-commerce packages, repackages them and sells them in their "original state", offering shoppers a "real-life treasure hunt" and said it prevents thousands of items from being destroyed. However, it's worth noting that after my visit, a huge amount of packaging was left behind.