Online sales are back in growth in the UK, but the fortunes of key ecommerce retailers have been mixed, with some suffering a greater blow from the cost-of-living crisis than others.

Dramatic shifts are in the works for 2024, as genAI, changing media norms, and innovative commerce redefine the business landscape. Our top nine trends explore what’s in store.

US B2B martech spending growth will slow due to economic uncertainties and tighter budgets, prompting marketers to optimize their tech stacks for ROI.

UK retail sales are performing better than expected, with consumers still spending despite high inflation—but ecommerce will lose further share this year as shoppers continue returning to stores and cut nonessential spending.

The pandemic accelerated investment in CX technology to meet rapidly changing needs. But as consumer priorities shift again amid high inflation, UK retailers need to understand which technologies are hitting the mark and which are not.

Marketers have a wealth of opportunities throughout the buyer’s journey to leverage generative AI. Here's how to use it effectively at each stage of the customer life cycle.

Sales fulfilled via click and collect are growing faster than total ecommerce sales in the UK as cash-strapped consumers avoid delivery costs and retailers race to make their services faster, cheaper, and more efficient.

US life insurance ownership is dropping as consumers face a challenging economic environment. Understanding how different demographic cohorts approach life insurance can help shape generation-specific acquisition strategies.

Technology is now at the center of patients’ health journeys. To improve the consumer experience, healthcare providers and marketers must gain a better understanding of how digital health tools differ across platforms and populations.

ChatGPT has fast become one of the biggest buzzwords in payments. We delve into the future of generative AI, cut through the noise, and provide actionable steps for payment services providers to prepare for its rise.

ChatGPT has fast become one of the biggest buzzwords in retail. But retailers remain cautious over its potential pitfalls, especially concerning direct interactions with customers. We delve into the future of generative AI and provide actionable steps for retailers and brands to prepare for its rise.

Economic conditions will have a huge effect on the retail, media, and marketing industries in 2023. For companies to succeed, the cost-conscious consumer must be front and center.

Another eventful year is on tap for retailers as inflation forces consumers to prioritize basics, supply chain snarls continue, and customer loyalty wanes. Retailers that cut costs or add new revenue streams—and provide frictionless customer experiences—will prevail.

Younger buying committees, demands for B2C experiences, complicated tech stacks, and economic uncertainty will require B2B marketers to adjust their strategies in 2023.

Consumers now expect more from brands and their loyalty programs, which need to incorporate value, ease of use, and personalization to stand out in a crowded market.

Agencies and consultancies offer customer experience leaders with limited resources a way to deliver an excellent customer experience. Here are some guidelines on how they can maximize results.

The CX leadership position is new and amorphous. But companies that get it right will develop a stronger culture and business results, while those without the right components in place will see their programs fail.

A guide to the retail mobile app features consumers value the most, and a ranking of how 10 leading US multicategory retailers stack up.

Beyond just advertising, Alphabet’s tech touches nearly everything. This report looks at 23 of its most important business areas, examining their maturity, disruption of the market, leverage over partners, integration with other products, and five-year outlook.

A company’s Net Promoter Score (NPS) has the potential to impact businesses positively in sales, cost efficiencies, and profits. But why are so many brands misusing it?

By upgrading and integrating voice of the customer strategies throughout the entire organization, businesses can improve the customer experience and boost financial results.

Here’s a breakdown of the online and in-store features that apparel retail shoppers value the most, and a ranking of how 10 leading retailers stack up.

This inaugural benchmark evaluates 10 leading digital grocery services, ranked based on consumers’ demand for 30 different features.

AI investments can improve customer experience. Here’s what companies are—and should—be doing to stay ahead.

The pandemic has accelerated consumer adoption of QR codes. Here’s how marketers can take advantage of the technology.