Peak Pain pack

Feeling a bit peaky?

Pandemic, lockdown, Black Friday, Christmas, Brexit… it’s no wonder you’re feeling the strain.

We get that, more than ever, you’re under pressure to keep customer experience high, customer contacts low and delivery experience smooth. We’ve been spending a lot of time speaking to retailers of all shapes and sizes about their experiences this year – so we’ve got a really solid picture of your world and all the aches and pains your systems (and you, for that matter) are feeling.

We’ve pulled together this handy insight pack to share some expertise that might help you through the months ahead.

Take five (you’ve earned it) and have a quick browse through the below – you may find something to get that peak stress sorted once and for all.

Party Delights at peak

The brilliant Julia Dietz, Operations Director at Party Delights, shares some insider insight on how she’s managed moving fulfilment operations into Europe and serving the customer when their shopping habits have changed so drastically. Read more

Fact of fake: retail CX rumours

The same statements and sentiments keep coming up in our retailer conversations. We’ve gathered together a list of some of the most common retail CX rumours, and we’ve done a review of each one. So… are they true or false? Read more

Hermes exclusive: four tips for peak 2020.

Lynsey Aston, Head of Strategic Development at Hermes UK, spoke to us exclusively and shared some honest thoughts on how to tackle the golden quarter. Read more

The CX Guide: Retail experts on the pandemic, peak and 2021 predictions.

In the midst of a year like no other, we turned to our expert network and asked them to be open and brutally honest about their reflections and findings on the new meaning of ‘customer expectation’ and their predictions on what is peaking over the horizon.

Watch the videos, read the research and be better at boosting CX in peak 2020 and beyond…

CX Guide pack

Group Head of Customer at musicMagpie: video interview

An ‘access all areas’ chat with Jonathan Beirne about flexing customer service channels, strategising for peak influx and picking contact centre tech. Read more

See how Asda do it…

George at Asda recently launched an exciting new partnership with Sorted, improving customer delivery tracking and improving CX. Read the full announcement. Read more

An interview with DPD

Of all the players involved in the pandemic-plagued supply chain, very few have a perspective as unique as the carrier. Tim Jones, the expert Director of Marketing at DPD, has a lens on the interesting mix of retailers and consumers that the carrier serves. Watch the video here. Read more

Delivery tracking with N Brown Group

They’re all a bit customer-obsessed at N Brown. Helen Fawcett (IT Project Manager) and her team decided it was obvious that a bit more focus was needed on the post-purchase experience… Read more

From peak to plateau: managing the evolving seasonal rush

What can retailers do with delivery to keep control of peaks and troughs (or lack thereof)? Read more

Start optimising your delivery experience now