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The Independent
02-07-2025
- Business
- The Independent
Soaring overheads and complex data are overwhelming retailers – but AI can solve both problems
BigCommerce is a Business Reporter client Online retailers today face challenges on all fronts. For starters, the millions of customer interactions that occur each day on their platforms generates enormous volumes of data for them to process. If they are unable to effectively process that data, their platform struggles – and they suffer. The same goes for trends, which come and go quicker than ever. Brands are expected to predict how customer expectations will change in the coming week, month, even year – and then respond to that. But there is a third challenge: cost. Seldom has there been a time in recent history when overheads for companies are so great. Interest rates are high, advertising is expensive and consumers are more careful with their spending. The upshot is that retailers have to ensure they're on top of unprecedented amounts of data and can act on trends at a moment when margins are slim, and when many are still using clunky legacy technology. In a rapidly changing market, those who don't lose out. Making sense of the data AI-powered tools that are designed to process volumes of data at speed have taken a good deal of the data management burden off their shoulders. But these tools are only as good as the raw data they receive. If it is messy and poorly structured, even the most advanced tools will struggle to produce a coherent output that can be used to accurately forecast trends or understand how customers interact with a platform. Moreover, if one company uses multiple AI tools then there is the risk that data will become even more complex, with too many channels being operated. A Catch-22 for retailers The task is therefore to reduce costs and reduce complexity. But at this point, brands often get stuck: after all, to reduce complexity requires investing in new data processing technologies, many of which are expensive. Reducing complexity therefore surely increases costs. This was the Catch-22 that BigCommerce wanted to tackle when it developed Feedonomics – an AI-powered product feed management that helps businesses scale their digital reach. 'Feedonomics acts as the connective tissue between systems of record and revenue-generating endpoints,' says Sharon Gee, SVP of Product for AI at BigCommerce. 'We aggregate and normalise product data, enrich it with performance-optimised attributes and dynamically syndicate it to the right channels – whether that's Google, Meta, TikTok, Amazon or emerging AI-discovery platforms.' Unlike fragmented setups with multiple AI tools and inconsistent data, Feedonomics enables businesses to cleanse, harmonise and distribute high-quality product information across all channels. With the use of its advanced AI data processing tools, Feedonomics empowers retailers to enrich their listings, automatically categorise products on places such as Google Shopping, tailor content for specific channels and connect with external AI platforms for deeper optimisation, all while maintaining data control. The fact that it plugs into existing online marketplaces such as Tiktok and Google Shopping means that retailers don't have to spend big on overhauling their tech stack. And it works in synergy with BigCommerce's main offering: reducing complexity. Transformative solutions Brands today have a wealth of needs, but BigCommerce's tools are designed to support them through these. Implementation project managers support replatforming, for instance, and solution architects help by designing and documenting your store's business and technical requirements. BigCommerce also has people that work specifically on roadmapping for the long-term. 'We know clients have complex needs, but that's okay because we're now set up to help them,' says Lucile Pegorier, Manager, Demand Generation, EMEA at BigCommerce. All told, the benefits of using its solutions are many: cost savings, increased competitiveness, quicker time to market, improved conversions. In fact, brands that use BigCommerce see a 211 per cent ROI in less than eight months. All told, given how broad and complex the combination of factors impacting on retail success are today, these solutions aren't merely beneficial; they are potentially lifesaving.
Associated Press
30-06-2025
- Business
- Associated Press
Business Reporter: Improving the quality of AI-driven Customer Experience (CX) platform
Why context and engagement matter LONDON, UNITED KINGDOM, June 30, 2025 / / -- In an article published on Business Reporter, Customer Service ( CX ) AI platform Gladly explains why it's key that the currently prevailing practice of adding AI bolt-ons to legacy systems is replaced by an integrated approach in order to reverse the steep decline in customer service standards. As legacy customer experience platforms were designed to discourage customers from pursuing their queries, slapping conversational AI solutions onto these outdated, ticket-based systems won't bring about the step change necessary for taking customer experience to the next level. Even the metrics used for evaluating the performance of bolt-on AI tools are fundamentally wrong. A focus on 'deflection rates', for example, suggests that the aim is to dissuade customers from seeking support rather than engaging with them in meaningful interactions. These legacy platforms are flawed because they are built around tickets and not people. Some new providers, however, have realised that AI solutions will only lead to improved customer experiences and loyalty if they are aware of the context of each customer interaction. The approach Gladly has adopted to CX platforms involves embedding AI into every layer of the customer journey, while also combining conversational, agentic and contextual intelligence capabilities. These AI solutions aren't just about automated interactions with customers but also empowering agents by putting customer context at their fingertips. Gladly's platform built around customer context and meaningful conversations enables businesses to scale loyalty without compromising the customer experience. To learn more about this new breed of customer experience platforms, read the article. About Business Reporter Business Reporter is an award-winning company producing supplements published in The Guardian and City AM, as well as content published on Business Reporter online hubs on Business Insider Germany and Le Figaro, delivering news and analysis on issues affecting the international business community. It also hosts conferences, debates, breakfast meetings and exclusive summits. About Gladly Uniquely powered by Customer AI, Gladly is the only CX platform that puts the customer —not tickets — at the centre of every conversation. Trusted by some of the world's most customer-centric brands, Gladly delivers radically efficient and personal experiences. Business Reporter Press + +44 20 8349 6488 email us here Legal Disclaimer: EIN Presswire provides this news content 'as is' without warranty of any kind. We do not accept any responsibility or liability for the accuracy, content, images, videos, licenses, completeness, legality, or reliability of the information contained in this article. If you have any complaints or copyright issues related to this article, kindly contact the author above.
The Independent
18-06-2025
- Business
- The Independent
Tech taxes: the real cost of being missold ‘digital transformation'
Symphony Commerce is a Business Reporter client Big promises, broken systems, and hidden tech taxes of buying 'digital transformation' tools that didn't deliver? Here's your escape plan. You said yes to the pitch. The demo was slick. The sales deck promised transformation. But six months later, no one's using it – or worse, your teams are actively working around it. Sound familiar? You're not alone. A recent survey revealed that nearly 60 per cent of companies regret at least one software purchase made in the past 12 to 18 months. Over half reported significant financial setbacks due to these decisions, and two in five felt that a poor software choice reduced their competitiveness. But here's the kicker: you didn't make a bad decision. You were missold the dream. Under pressure to modernise and stay ahead, most leaders fall into the same trap: chasing software instead of strategy, features instead of fit. It's time we stopped beating ourselves up for making the wrong tech choices and started asking better questions. How it happens – again and again The mistake isn't in choosing the wrong tool. It's in being told a tool alone will change anything. Most tech regret follows the same pattern: a team identifies a pain point, finds a promising platform, gets excited by the promise of automation or AI or integration – and pulls the trigger. What doesn't happen? Deep alignment. Cross-functional planning. A cold, hard look at whether the tool fits the bigger picture. So, the new system is rolled out. Training is patchy. Internal champions aren't fully on board. The data doesn't sync quite right. Reports are harder to pull than expected. Before long, the platform becomes just another login in the stack – or worse, a barrier teams have to work around. It's no wonder. Leaders are making decisions under huge pressure. Pressure to innovate. To digitise. To not fall behind competitors. When transformation becomes a breathless race, it's easy to reach for the fastest-looking solution. But chasing transformation piecemeal – one app, one dashboard, one feature at a time – often creates more complexity than it actually solves. Disconnected tools lead to duplicated effort. Quick wins become long-term liabilities. And somewhere along the way, the whole organisation starts to feel… tired. Tired of workarounds. Tired of workaround tools for the workarounds. Tired of hearing 'we're transforming' while nothing really changes. And that costs. A lot. The (not so) hidden costs of poor tech decisions When technology investments falter, the consequences extend far beyond the initial financial outlay. A 2024 study by WalkMe revealed that companies lost an average of $104 million (around £77 million) to ineffective software adoption, inefficient workflows and failed IT initiatives. Moreover, a global study found that 58 per cent of business leaders report their companies use inaccurate data for significant decisions, and 65 per cent believe no one in their organisation fully understands the data collected or how to access it. These issues contribute to a broader problem: 70 per cent of digital transformation projects fail to meet their stated goals, leading to wasted resources and missed opportunities. As sociologist William Bruce Cameron once said, 'Not everything that can be counted counts, and not everything that counts can be counted.' In the context of that (now somewhat ancient) buzzterm 'digital transformation', this underscores the importance of looking beyond the glittering prizes to the real jackpot: aligning technology investments with strategic objectives and ensuring that data quality and user adoption are prioritised. To make this actually happen, organisations should adopt a holistic approach to technology implementation, focusing on user engagement, data integrity and alignment with business goals. That's what is really meant by 'digital transformation'. So how do you get there? The real questions you need to ask before you buy When you're faced with a slick pitch, an exciting demo or a new 'must-have' feature, there's one question that should cut through the noise: Does this system actually fit our business? That doesn't mean: Does it integrate? Most tools claim they do. Does it look intuitive? That's what demos are built for. Does it solve the immediate pain point? Quick wins often lead to long-term complexity. The deeper (and often more painful) follow-up to consider is: will this support the way we price, fulfil, serve, and grow? Or will we need to bend our business to suit the tool? Because that's where things break. Most technology isn't built for your unique workflows. It's designed for generic use cases – the 'average' business, the 'standard' team. The more complex or cross-functional your business is, the faster those assumptions fall apart. The result? Teams build workarounds. Managers lose visibility. Data becomes siloed and incomplete. Innovation slows as every tweak becomes a risk. So before you buy, here's what you need to ask: Will this adapt to our processes - or demand we adapt to it? Will our teams use it naturally - or tolerate it reluctantly? Can it scale with our ambitions - or will it lock us in? The best platforms aren't the flashiest. They're the ones that quietly enable speed, alignment and growth – because they work with you, not against you. And that's born from communication. Genuine transformation partners do not offer one-size-fits all 'solutions'. They get to know your goals and blockers first. The resulting platform should be invisible and intelligent – stitched into every function, enabling your business to grow without dictating how it operates. If the provider you're looking at offers something 'bespoke' but doesn't tangibly show you how they'll supercharge both your front-end and back-end ambitions coherently, walk away. Fast. Transformation isn't about bolting on. It's about building outwards from a foundation that fits. The good news? There is a path through the transformation junkyard. And it starts by flipping the script: stop treating tech as a patch and start designing platforms as ecosystems. Stop chasing features and start solving problems Real transformation doesn't begin with the next big feature. It begins with a smarter foundation. Before you greenlight another piece of technology, take a step back and consider something that sounds obvious but rarely gets enough attention: What's the real problem we're trying to solve? Too often, businesses invest in new tools not because they're the right fit but because they're the most visible, the most hyped or the easiest to say yes to. The demo dazzles. The feature list checks out. A competitor just signed up. But here's the truth: real transformation isn't driven by features. It's driven by clarity. And clarity is hard. It means resisting the urge to act fast. It means challenging the biases that cloud big decisions – fear of missing out, loss aversion, the sunk cost of legacy tech. It means asking uncomfortable questions such as: Are we solving the root problem, or just soothing the symptoms? Will this new system simplify, or just add another layer of admin? Does it fit how we actually work, or how the vendor thinks we should? According to McKinsey, businesses with fragmented tech stacks are nearly three times more likely to miss their digital transformation goals. And Gartner reports that around half of new tech investments fail to deliver expected value, largely due to poor integration and misalignment with business needs. These aren't anomalies, they're the all-too-common crushing results of a business mindset problem. One where buying tech is seen as progress, and slowing down to ask why feels like falling behind. At Symphony Commerce, we help businesses shift that mindset. We start with strategy, not software. We look at how you price, sell, fulfil and grow and we build around your business logic, not force you to rewrite it. After all, the most powerful shift a business can make isn't technical, it's mental. It's the decision to stop reacting, start rebuilding and finally escape the tools that have been holding you back. Freedom from the tech tax starts with asking better questions. Avoid the tech tax: get your free Digital Commerce Decision Maker's Kit. Your no-nonsense pack to achieving true e-commerce freedom – tried and tested tools to help you escape tech sprawl, spot the real blockers and forge a better path with confidence
The Independent
18-06-2025
- Business
- The Independent
Digital transformation in document management: Challenges, risks and solutions
Synertec is a Business Reporter client 'Digital transformation' is a phrase heard in nearly every boardroom today. Technology vendors celebrate it, while organisations declare themselves transformed. But in the world of document management and communications – where real business operations meet complex compliance needs – how much transformation has truly taken place? Many organisations have taken meaningful steps forward. Systems have been upgraded, workflows partially digitised and paper use reduced. These are all valid achievements, and they should be acknowledged. But in many cases, the journey is incomplete. Behind the scenes, manual processes persist. Communications remain fragmented, and critical customer needs – such as accessibility, preferences or timeliness – are often underserved. The reality is that digital transformation in document management is still evolving. It is not a one-time project or a tick-box exercise. It is a strategic shift that requires clarity of purpose, sustained effort and expert support. The complexity behind the change One of the biggest myths about digital transformation is that it can be solved with a single software implementation. In practice, transformation is highly contextual. Each market – be it financial services, local government or healthcare – has unique challenges that demand tailored approaches. For example, the Consumer Duty framework is pushing financial services firms to rethink the clarity and fairness of their communications. In the public sector, regulations on accessible information mean documents must be provided in the right format for every citizen. Across all sectors, the shift towards individual communication preferences and faster payment cycles adds further pressure. These aren't IT problems. They are strategic business issues that touch on customer experience, cost management and operational resilience. A clear objective, supported by the right solution and expertise, is critical. The risk of minimal change So, what happens when organisations adopt a minimalist approach – ticking boxes to satisfy internal KPIs but avoiding deeper change? Put simply, they are taking a high-risk gamble. Failing to address inefficiencies in document processes can result in broken customer journeys, rising operational costs and poor decision-making due to inaccessible or inaccurate data. Over time, this creates a competitive disadvantage. Each business will need a different route to transformation. But delaying action is rarely a sustainable choice. Expert advice is crucial to navigate the path. Yet many leaders see digital transformation as too complex or fear the unknown. Previous investments may have failed to deliver. Others struggle with limited internal capability or systems that cannot flex to new demands. In some cases, software solutions have overpromised and underdelivered – failing to accommodate unique organisational needs. This is precisely where tailored solutions become essential. Understanding the causes of slow progress allows us to design systems that work in the real world. At Synertec, we've built our approach around this idea. A tailored, scalable solution Synertec's approach to digital transformation in document management begins with listening. Before offering any recommendations, we work closely with our clients to understand their goals – both for the business and for the end users. We interrogate those goals, challenge assumptions and co-develop a roadmap of short, medium and long-term objectives. This plan is then matched with a tailored configuration of our Prism platform – a flexible solution designed to meet complex communication needs with minimal disruption to your teams. Our dedicated account managers ensure smooth implementation, while regular reviews keep your solution aligned to evolving business priorities. This isn't software you buy and forget – it's an ongoing partnership that evolves with your organisation. Proven results, proven technology Some may ask: can a single system really handle the breadth of document types, formats and legacy systems in use today? We believe the answer is yes – because we've done it for more than 25 years. Prism is the result of our in-house R&D and has been shaped by real-world client needs. To date, we've not encountered a file format it couldn't process. When we've seen a gap, we've enhanced Prism to close it. Take the NHS, for example. Every NHS Trust has its own mix of legacy systems, departments and communication priorities. Prism was built with this variability in mind – making it just as suitable for the commercial sector, where data diversity and compliance needs are just as complex. Working together, step by step If you're ready to re-evaluate your current approach, we're here to help. The process starts with a conversation: what are your current challenges? What are you trying to achieve? From there, we offer dedicated account management to explore every operational area, working with you to design solutions that work in your unique environment. This isn't one-size-fits-all – it's transformation designed for you. Synertec remains committed to evolving our platform in line with customer needs. One of our next priorities is expanding Prism's capabilities to allow end users to select their communication preferences more intuitively. As preferences shift and regulation tightens, this flexibility will be essential. Digital transformation is not about ticking a box. It's about building a foundation for long-term success. And with the right partner, it's more achievable than you think.
News.com.au
09-06-2025
- Business
- News.com.au
ASX 200 expected to be ‘in the green' following King's Birthday
Sky News Business Reporter Edward Boyd says the local market is expected to be 'in the green' when the ASX 200 opens on Tuesday. The major markets are expected to open slightly lower when they begin trading tonight.
