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Our latest insights, trends & thinking

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CX is dead, long live CX. Why the next generation of retail leaders need to embrace Open CX.

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CX is dead, long live CX. Why the next generation of retail leaders need to embrace Open CX.
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March-24-Webinar-Recap-Blog
Webinar | The launch of Open CX with guests Fortnum & Mason
Customer experience in retail just isn’t working. You’re hearing from your angriest 1% of customers. They’re skewing your decision-making and not helping generate ROI. And worst of all: they still go online and trash your business. During exclusive webinar, we unveiled a better way of doing things: Open CX.
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Open-CX-Manifesto-Blog-Image 1
The Open CX Manifesto: Welcome to Customer-Centricity Made Simple
You feel it, right? The current approach to customer feedback is fundamentally broken. You’re only hearing from your angriest, loudest customers. They’re making you chase after issues you can’t quantify. And after all that – these customers can still go online and trash your business. Whatever department you’re in – from ops to CX – it seems being customer-centric is a lot harder said than done.
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5 takeaways from Shoptalk 2024 – POS feedback, retail media, and the rise of Open CX
TruRating hit Las Vegas last week for Shoptalk 2024, the annual gathering of retail and CPG leaders. Our CEO Georgina Nelson took to the stage to unveil Open CX, a new, better way to do customer experience. And unlike the old Vegas motto, we’re going to tell-all about what happened there…
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Guide-to-IQs-Blog-Image-2 (1)
How to measure your retail media network and deliver better insights to CPGs
In 2024 more and more CPG brands are looking to retail media networks to plug a gap in their advertising strategies. But as we explored in this blog on CPGs and retail media networks, retailers need to do better at delivering the right kind of data to their partner brands.
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CPG marketers are focusing on retail media – but here’s what they want from retailers first
News flash: advertising is going through a difficult time right now. While it won’t come as news to CPG marketers that the old ways of reaching customers aren’t cutting it anymore, there’s reasons to be positive. And it’s all to do good-ol’ dependable bricks-and-mortar stores.  In our recent webinar with Bryan Gildenberg, of CPG Guys podcast fame, we broke down a few of the things shaking up retail advertising right now, as well as the benefits of retail media.
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The future of in-store retail media: 5 key takeaways from our study of 135,000 consumers
Retail media is having a moment. And according to a recent study by Insider Intelligence, physical stores are next frontier. Here’s the catch, though: while it’s easy-ish to quantify the ROI of digital advertising, to date it’s been almost impossible to understand the impact of in-store advertising.
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Longo Brothers Fruit Markets Inc. x TruRating
When you decide to call your customers “guests”, you set the bar extremely high for customer experience. The Canadian grocer Longo’s uses TruRating to go above and beyond customer expectations. And it’s working: in 2024, it was named the #1 grocery store in Ontario by Leger WOW.
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Hanes Brands Inc. (Champion, Bonds, Bras N Things) x TruRating
Apparel brands live and die on their ability to be agile – how fast they can get the right products to customers and deliver in-store experiences that keep people coming back.
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