Self-Service Revolution

Measuring the transformed customer experience The evolution of retail is marked by increasing customer empowerment. But in a multi-channel world, retailers are in danger of losing their grip on what customers want - and how they want to get it. It's our opinion that retailers must make self-service about customers rather than technology through an integrated customer experience strategy that focuses rigorously on measurement and builds it into every interaction.

Self-Service Revolution   PDF [1053KB]

Whose opinion?

Andy Taylor

Andy is our European retail principal, responsible for retail strategy and customer experience innovation. He is particularly interested in exploiting technology to create a superior customer experience in a multi-channel retail environment. A former channel marketing manager, he started his retail career selling welding equipment and gases. Subsequently, he became a retail process specialist and industry consultant to UK and global retail organisations covering retail formats from convenience to department stores. Andy is married with two children and spends what spare time he has left frequenting DIY stores and learning to play the piano and guitar.

andrew.3.taylor@uk.fujitsu.com