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Thought Leadership - The business forefront is constantly changing and as a result companies are faced with numerous challenges. Recognized experts and thought leaders agree that businesses need to not only contain costs, but they must focus on improving the customer experience to excel in today’s environment.  As products become readily available and less differentiated; the customer experience becomes even more crucial.

In this Resources section, you will discover thought-provoking articles about these challenges and how Experticity is playing a vital role in this changing environment.

  2008  

• 10 Ideas That Are Changing The World
  TIME Magazine / March 2008
• NCR Universe: The Multichannel Customer is Here
  Kiosk Market Place / April 2008
• Running the Store from Home
  Retail Wire / April 2008
• The Viability of Video Contact Centers
  ICMI Insight / January 2008

  2007  

• 40% of Shoppers Rely on Directional Signage
  Digital Signage Today / November 2007
• IBM Forms Alliance to Further Self-Service
  Self Service World / October 2007
• Seeing the signs: digital in-store advertising
  Inside Retailing Online / October 2007
• Five Things Every New Kiosk Deployer Should Do First
  Kiosk Market Place / August 2007
• Creating Oppportunities to Chat with Online Customers
  E-Commerce Times / August 2007
• CompUSA Increases Checkout Completions by 32%
  American Marketing Association / July 2007
• CompUSA puts Agents into Stores as Training for Live Chat
  Internet Retailer / July 2007
• Survey: Poor Customer Service Common, Expensive
  NPR / June 2007
• Shoppers At Risk: An Annual Study of Retail Dissatisfaction
  The Verde Group and Baker Retail Initiative / May 2007
• The Moment of Truth in Customer Service
  McKinsey Quarterly
• Circuit City Annouces Major Kiosk Program
  National Association of Convenience Stores / January 2007
• We're Hating The Waiting
  MediaPost Publications / January 2007
• Opinion Research Study on Customer Wait Times
  National Association of Convenience Stores / January 2007
• Retail Revolution: Are You Being e-Served?
  The Financial Times / January 2007
• The Experience is the Message
  The Marketing Xfactor / January 2007

  2006  

• 2007: The Year Of The Empowered Customer
  Technology Marketing Corporation / December 2006
• Is Sluggish Sector Ready for Retail 2.0?
  Money.CNN.com / December 2006
• 82% of Retail Store Managers Say They're Understaffed
  and Have Problems with Staff Scheduling
  Kronos / November 2006
• Consumers Had Enough
  Top of the Net / June 2006