For the first time in over a decade, global online shopping has stopped growing. According to The Future Shopper Report 2025 by VML, online spending has plateaued at 53%, exactly the same as last year.

Too many organisations accidentally overcomplicate things. The real challenge isn’t adding more technology; it’s getting the systems to work together.

The rapid advancements of third-party generative AI (GenAI) tools and agents and the growing eagerness of consumers to use them for shopping-related tasks are making brands increasingly dependent on the recommendations they generate.

AI-powered chatbots are being deployed by companies to handle everything from booking travel to helping shoppers choose the right outfit. What makes some more effective than others?

For customer services business leaders grappling with already elevated customer expectations, the message is clear – the stakes will become even higher in 2025.

One of the best indicators of loyalty programme engagement is the level of rewards redemption.

AI personalisation is revolutionising the way retailers connect with their customers and positively impacting the bottom line.

In a largely commoditised world it’s incredibly difficult for brands to differentiate products and services from their competitors.

Customer complaints are bound to happen when running a business.

Leverage artificial intelligence to improve your relationship with customers and compete with big data.