The use of self-service technology is driving significant change and impact to both customer journeys and retailer strategies. The proliferation of consumer ...

With traditional IT projects, requirements are typically defined up front (sometimes 12-18 months before go-live), and are rarely revisited during the projec...

Many consulting firms, RCP included, have been educating retailers on the need to develop customer journey maps. But what exactly are they? And why are they ...

Your shoppers are using their phones and tablets in your stores, and that's a good thing. But don't forget how important it is to ensure your sales associat...

When faced with a challenge and the need for a new solution, retailers typically will undertake a vendor selection effort to best evaluate potential marketpl...

At what point in the shopping journey do you identify your customers? If it is not until they reach the checkout, you might be in the majority, but that is t...