Incredible industry insight

Continuously questioning the future of the industry is the only way to stay ahead

"Thanks!  Interesting read, validates a lot of our thinking!" 
Louis DiCesari, Head of Big Data, Vodafone
 
 

Key Retail Trends for Customer Loyalty & Growth in 2019
 

Today’s shoppers have endless choice and they
want instant gratification. In this modern era,
customer loyalty is fleeting. This whitepaper 
explores what it take to makes a shopper keep
coming back for more in 2019

 

Drive Customer Loyalty in 2019
 

Traditional shopper loyalty often boils down to either habit or inertia. But the best retailers create meaningful connections with customers. To find out how OCC team-up with TCC

Customer Centricity 2018
 

There's only one person who knows the future of retail and that is your customer. But what does your customer really care about? On a mission to find out, OCC team-up with TCC

Digital Transformation 2018
 

Info-graphic: Eight digital transformation tips that really stood-out during our interviews at London Technology Week 2018. Including exclusive insight from leading UK retailers

Data Opportunity in 2018
 

It’s a tough time for retailers. Cost price inflation, the National Living Wage, Apprenticeship Levy and business rates all threaten the bottom-line. While growing competition, the arrival of the GDPR and ever-demanding consumer expectations offer little reassurance for the top line. In such a squeezed environment, innovation is the key to success

Digital Transformation in 2018


Changing customer behaviour, driven by an overabundance of new devices and technology, is transforming theway we shop

.

​This whitepaper explores delivering whatever, whenever, wherever the customer wants, while building-in flexibility to be responsive to the future 

A risk based approach to GDPR


GDPR gives retailers a mandate to do something many have been putting off for years

In this report, we tackle how leading UK retailers are looking to seize the moment

More insight

Banking's legislation driven transformation


2018 will be a transformative year for Europe’s digital economy and for Europe’s banks.

Not least thanks to regulations, the Payment Services Directive II (PSD2) and the General Data Protection Regulation (GDPR), which both come into play in 2018.

At first glance then, these two regulations might seem contrary in nature. But, this report argues harmony between the two is achievable with a careful balancing act.

GDPR preparedness and preparation

Under GDPR, privacy by design will not be an add-on, but, instead, will become the standard as retailers must incorporate data protection safeguards from the very beginning. Those retailers who plan accordingly and implement changes that align with the host of new GDPR regulation will benefit. But those who do not, will pay a heavy price financially, and suffer potentially irreversible brand damage.
 

For all retailers, there is now plenty to be done. Good planning from here on in will pay-off to meet the eventual major compliance impact. 

This whitepaper explore the opportunities and challenges around GDPR compliance in 2017

Contributors include: Sainsbury's, Tesco, Boots, John Lewis and more

The GDPR opportunity in insurance


GDPR compliance is a top priority. It’s a necessary evil that everyone must go through.

 

It’s certainly not all doom and gloom though – getting it right is a fantastic opportunity for a powerful, positive change for your business, your customer and the image of the insurance industry.

 

If managed well, GDPR can be a springboard to rethink customer data management and create trust, loyalty and stronger customer relationships to leapfrog the competition.

 

A customer-focused strategy is the best way to respond to GDPR. It’s an opportunity to shift customer expectations around transparency, consent and value. Who will raise the bar...?

Social shopping strategies in 2017

Today the lives of consumers – not least millennials – are completely integrated into the tech world, making social media platforms a prime opportunity for retail marketers to reach them. 

Dubbed ‘social shoppers,’ these individuals visit social media platforms as part of their everyday shopping behaviour and use the images, videos, reviews, connections and recommendations they find to inspire purchases. Which begs the question; How can retailers truly benefit from this rapidly-growing intersection of social media, eCommerce and overall brand experiences? 

 

This whitepaper explore the opportunities and challenges around social shopping in 2017.

Contributors include: River Island, Sainsbury's, Tesco, Debenhams and more

Get ready for changing data regulation (GDPR): personalisation & preparedness


In the age of the customer, competitive advantage is dependent on a deep knowledge and understanding of your customer; then acting on the insight to create a unique value proposition regardless of the shopping channel. But, if personalisation isn’t tough enough, all this comes at a time of significant change in the laws regarding how retailers capture, store, share and process customer data. This industry whitepaper explores retailer readiness for the GDPR. Contributors include: House of Fraser, Thomas Cook, Sainsbury's and more

Reclaim direct, profitable relationships with customers in travel


For most travel and hospitality brands in 2017, the big battle in the is to do everything they can to get the customer to buy direct. This industry whitepaper explores personalisation, mobile and blending the human touch with digital to give you the insight to succeed. Contributors include: Skyscanner, Starboard Hotels, Thomas Cook and more

Know your customers: solve their Problems in digital banking


For years, UK customers have been served by a handful of large institutions. Incumbent banks still dominate most personal and business accounts. But today they face increasing competition from digitally-native customer-centric challengers. This whitepaper explores critical themes around culture, people, process and technology transformation
 

Leverage the high street store for improved customer experiences

The store has taken on an entirely new meaning – as retailers strive to find a balance between creating a space that will drive the overall brand experience, and maximize total sales. This whitepaper shares how Maplin re-imagined the in-store experience with a new concept that demonstrates the power of digital signage, interactive display systems, mobile engagement, and much more besides

How customer focused innovation drives a new era of banking


Today, both customers and the regulators demand that banks provide a more personal experience, one that addresses the customer’s individual needs with appropriate advice, products and services. This whitepaper explores the critical theme of customer-centricity with invaluable insight from 18 leading UK banks

Omni-channel on the inside: retailer culture and mindset in 2017

When it comes to retail in 2017, a positive shopping experience is fundamental to attracting new customers, and engaging and retaining your loyal ones. This whitepaper explores customer-first business models with insight from Jack Wills, Sainsbury's and M&S

 
 

Video

Perfect for mobile and social

 

Customer Loyalty in 2019

The data opportunity in 2018

What does social shopping mean?

In-store experiences that excite

hisBe: Retail how it should be

What millennials really, really want

Workshops

 

M&S: Simply Food store tour

Maplin concept store in 360

Hotel Du Vin 360 tour

 
Previous Workshops

GDPR preparedness and preparation, March 2018

Under GDPR, privacy by design will not be an add-on, but, instead, will become the standard as retailers must incorporate data protection safeguards from the very beginning. Those retailers who plan accordingly and implement changes that align with the host of new GDPR regulation will benefit. But those who do not, will pay a heavy price financially, and suffer potentially irreversible brand damage.


For all retailers, there is now plenty to be done. Good planning from here on in will pay-off to meet the eventual major compliance impact. See more


Social shopping, June 2017

It’s time to give your customers more reasons to engage with your brand, whether they are at home, on the train or in the high street. In this session we talked about, how to create an environment both online and offline that is exciting, fun and inspiring, so customers will want to share experiences with friends, start conversations and come back more often. See more



Omni-channel on the inside, February 2017

To connect with customers seamlessly across digital and physical channels, retailers need to instill a passion for outstanding customer experience across all teams and departments (ecommerce and the store). In this session, we explored how a customer-centric approach boosts advocacy and loyalty, while ensuring innovation generates a positive ROI. See more



How to leverage the store for improved customer experiences, May 2017 

Stores are where the most memorable moments happen. In this session, we focused on the evolving rationale of the bricks and mortar store in the digital world. If you look at the high street now, it’s much more about experiences. We got the lowdown on how some of the best retailers are making it more relevant, personalised and interactive to be in their store. See more

 

Partner research 

Click below buttons to review recent research built alongside our partners in each of our specialist fields

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