For banks, Customer Experience (CX) transformation is full of challenges and opportunities. As markets evolve, new regulations are introduced, and financial behaviors shift, businesses must adapt and reinvent themselves to stay relevant. Drawing insights from our studies, particularly from our white papers “Overcoming Stealth Attrition In Retail Banking” in 2017 and “How Branch-Focused Customer Experiences Can Increase Advice-Driven Services” in 2023, this blog offers a deeper dive into six critical mistakes banks should avoid during CX transformation. CX Transformation In an era marked by ..read more

For retail design, creating great customer experiences isn’t just about the store’s interior. How it looks from the outside is equally important. The way your retail location looks from the street or the shopping mall impacts your brand image. It’s like a giant advertising canvas. How you use this space is key to creating a brand presence and driving foot traffic. In this blog, we’ll share several design aspects of store exterior (re)design, depending on your business category. Whether you’re opening a new store or giving your old ones a makeover, we’ve got some tips to help you make th ..read more

Rebranding a non-profit organization or charity offers a strategic opportunity to realign the visual identity with its core vision and mission. Through a thoughtful system with design elements such as wordmarks, icons, and color palettes, the brand can effectively communicate its values to stakeholders in a visual manner. In this blog, we’ll use five successful rebranding examples to discuss how modernizing the brand can increase its relevance to target audiences, fostering a stronger emotional connection and visual engagement. BENEFIT #1: INCREASE BRAND RELEVANCE AND AWARENESS Through strat ..read more

Widely popular brands can become yesterday’s news for a variety of reasons. Trends change, and new brands disrupt old ones. Established perceptions that once drove growth can become detrimental. Some companies throw in the towel and decide to start from the bottom up. But, creating a new brand from nothing is even more difficult than breathing life back into a brand that’s lost its shine. In this blog, we will explore how brands can get their mojo back, using insights from some excellent examples. FIRST AND FOREMOST, START WITH THE CONSUMER’S ATTITUDES AND PERCEPTIONS Do you have perception ..read more

Bank branches are often perceived as transactional spaces, lacking in human touch. However, when thoughtfully designed, they possess the power to attract foot traffic and constitute a major part of a bank’s brand identity. In this blog, we’ll showcase five exceptional examples of thoughtful branch design, from Asia to Europe and North America. Each highlights how banks have seamlessly integrated branch design to enhance the overall customer experience. From choices of materials and finishes to floor plan layouts, these branches demonstrate the importance of strategic design in fostering mean ..read more

The world of telecommunications has evolved at a rapid pace, especially within the last decade. With the recent introduction of 5G networks, telecom retailers have redesigned their stores to become experience centers with various IoT products, rather than only selling mobile phones. Brands like Verizon have been at the forefront of change, using evolving technologies to focus products on the network and connected experiences. With a multitude of telecom companies competing for customer attention, their retail experience needs to change to connect with consumers and stand out. This blog will ..read more

Grocery shopping is a habitual task of navigating aisles, filling carts, and checking out products. Amid this routine, brands have a unique opportunity to engage consumers through their package design. The magic lies in the details—small touches that can make shoppers pause and appreciate the products they choose, creating the opportunity to turn an ordinary trip into a delightful experience. This blog will explore how clever packaging can surprise consumers, establishing an intimate emotional connection. We’ll explore different examples where details made all the difference, effectively cap ..read more

During 2023, a strategy that CPG brands have been using for a long time made headlines, and some customers were concerned about it. You guessed it: shrinkflation. After years of going relatively unnoticed, the practice of hidden price changes is in the spotlight. As grocery prices rose an average of 11% in 2023, customers, journalists, and governments started to pay closer attention to price changes. The public was surprised at how common shrinkflation is and how it often appears outsized compared to increased costs. The general tone is a feeling that brands have been lying to them. TikTok i ..read more

Lawmakers around the world are scrambling to regulate advanced artificial intelligence (AI) technologies. The European Union (EU) recently passed the Artificial Intelligence Act, while President Biden has signed several executive orders regarding advanced AI. Canada’s Bill C-27, not yet passed, attempts to regulate AI but has come under heavy criticism for being insufficient. As retail and CPG brands explore how to integrate these emerging technologies into their business, keeping an eye on what regulations they can expect in the future is key. DISCLAIMER: This blog is not legal advice. Legi ..read more

It’s always fun to wrap up a year with a retrospective on the most interesting brand stories. However, 2023 was not exactly a fun year. With the overwhelming number of gravely serious events unfolding around us, good news has been hard to come by. In our look back on 2023, we won’t avoid some of the important “bad” stories, but we will share some good stories in an attempt to create some balance and remind us that there are still many positive things happening. So here you have it: the good, the bad, the ambiguous, and stories that are still unfolding. BEST CUSTOMER CENTRICITY Hint: it’s ab ..read more