Is this you? As a journalist, you can create a free Muck Rack account to customize your profile, list your contact preferences, and upload a portfolio of your best work.
Claim your profile
Articles by Nick Caley
NHS finances: a crisis we're not talking about?
Business consulting Challenges are specific and solutions do not translate perfectly from one business to another, which is why you told us you want a fully customised approach to professional services. Business without borders Our resources, connections and expertise are just a phone call away, wherever you are in the world.
CASE STUDY Holland & Barrett: focusing on talking to customers
Holland & Barrett engages with customers in its stores and online Talking to customers is a real focus for health food retailer Holland & Barrett. The business trains its staff to take an expert approach to advising shoppers in store. Staff go through its in-house Holland & Barrett Natural Health Academy, on courses that last an average of a year, in order to gain qualifications that equip them to advise customers in-store about products such as dietary supplements.
GUEST COMMENT Why Sainsbury’s partnership investment is a power play for grocery retail
Tom Moore, UK head of retail, VMLY&R Commerce The news that Sainsbury’s is set to shake up store formats with the closure of 200 cafés alongside refinements to bakery and hot food, doesn’t come as a surprise. The supermarket café has long been the destination of last resort, somewhere to take your nan for a cup of tea or grab food if the kids literally can’t wait to get home.
FOCUS ON: RFID, as Tesco rolls the technology out across its F&F outlets
FOCUS ON: RFID, as Tesco rolls the technology out across its F&F outlets Tesco is currently completing the rollout of RFID technology to hundreds of F&F concessions in stores around the UK. So far, 200 have been equipped with the technology, and a further 300 will follow. InternetRetailing spoke to Dean Frew, CTO of SML Group, the company supplying Tesco with that technology, to find out more about RFID - and the difference it makes to retailers. InternetRetailing: How does RFID work?
Who Needs Humans? Half of shoppers prefer to use self-checkouts
Co-op is already helping customers to avoid using checkouts UK shoppers are increasingly turning towards retailers who offer self-service payment options, with more than half (57%) opting to avoid human interaction during the retail experience, a new study has revealed. The research, conducted by delivery managemen t company Whistl, found that the older generation who still favour human interaction when making purchases.
John Lewis sets out a strategy of differentiation - at a hit to profits - as the shopping revolution bites
John Lewis says its staff are what makes it different The John Lewis Partnership this morning said it would invest upwards of £400m to £500m a year to focus the business on competing through differentiation and innovation rather than scale – but warned that the step would reduce profits to zero in the first half of its current financial year.
House of Fraser deploys data visualisation to improve the customer experience
House of Fraser deploys data visualisation to improve the customer experience House of Fraser says business intelligence technology has helped it to improve its understanding of its trading and make strategic decisions that improve the customer experience. The £1.3bn turnover retailer, a Leading trader in IRUK Top500 research, is using a data visualisation approach based on MicroStrategy 10 to enable its staff to make data-driven business decisions.
CASE STUDY John Lewis: customer-centric delivery
John Lewis staff can now advise on stock availability in-store For department store John Lewis, delivery and collection are both parts of the all-important customer experience. In its latest financial results, it set out the ways it plans to build on that experience, through improvements including two-hour delivery slots, self-service click and collect kiosks in Waitrose and enabling customers to see both more detailed product information and branch stock availability through the John Lewis app.
M&S reshapes its leadership for the second phase of its digital-led transformation
M&S has reduced its store space while focusing on digital sales. Image courtesy of M&S Marks and Spencer is reshaping its leadership for the next phase of its digital-led transformation project following the news that chief executive Steve Rowe is to step down after six years.
UPDATED Coronavirus round-up: the retail response to Covid-19
We’re rounding up the latest on the coronavirus as we look to understand how the response to the disease is affecting the way shoppers buy – and how multichannel and ecommerce retailers can respond to that. Today’s update comes as 116 people have been diagnosed with coronavirus in the UK, and one person has died. The official update shows that 18,083 people had been tested, with 17,968 negative tests, as of 9am today.
A fifth of Hugo Boss sales now online - and expected to rise as high as 30% by 2025
Image courtesy of Hugo Boss Hugo Boss says 20% of sales were online in its latest financial year – and that it will continue to invest in digital and in its stores as it targets record sales this year. The upmarket clothing brand now expects ecommerce to grow to between 25% and 30% of group sales by 2025. The brand is investing in digital through its Claim5 programme, which sees a step up in marketing with a focus on social media, events and collaborations.
Burberry reports 40% of sales via mobile in latest financial year
Burberry is seeing more shoppers buy via mobile devices Burberry today said 40% of its online sales took place via mobile devices in its latest financial year. At the same time, the upmarket fashion retailer, ranked Top250 in IRUK Top500 research, said its collaboration with Farfetch had expanded its reach to more than 150 countries. The update came as Burberry reported revenue of £2.73bn in the year to March 31, 1% down on the previous year.
Payoneer: Taming the payment landscape for 2022
This white paper produced by InternetRetailing in association with Payoneer offers actionable insight into payment orchestration and most importantly, how to get it right. Inside, we examine the European payments landscape, identifying consumer preferences for payments as well as the challenges and issues merchants face as they try to maximise their payment solutions to offer the best possible customer experience.
Lush steps back from social media
A Lush shop in Rome, Italy – one of the 48 markets where Lush is to walk away from some social platforms. Image: Canbedone/Shutterstock.com Lush says it will be stepping back from its social media presence from Friday, turning off its Instagram, Facebook, TikTok and Snapchat feeds. This, it says, will continue "until the platforms take action to provide a safer environment for users". The policy will be in place across all 48 countries where Lush operates.
Sainsbury’s launch of Wasabi Home Bento meals also heralds launch of smart packaging in the store
Scan to win: Wasabi's new range at Sainsbury's launches with a smart packaging competition Asian fast food chain Wasabi is using mobile to deliver a ‘smart packaging’ marketing play to mark the launch of Wasabi’s new Home Bento range at Sainsbury’s.
GUEST COMMENT What retailers should know about SCA ahead of the 14th March deadline
Nick Caley, VP of UK and Ireland, ForgeRock Fintech is the crown jewel in the UK’s tech revolution with the sector raising a record $11.6bn in 2021 according to Innovate Finance - far ahead of any other European country. The advent of the Payment Services Directive 2 or PSD2 (transposed into UK law as the Payment Services Regulation, PSR, after Brexit) has played a significant role in providing a supportive regulatory environment in the UK and creating fertile ground for innovation.
DFS in-browser AR brings the lounge to life
Bring your lounge to life: AR will place furniture and hopefully cut down on expensive returns DFS, a leading UK upholstery retailer, is upping its online and mobile experience with the addition of AR, which places furniture in the room virtually, giving shoppers and idea of who things fit. With 40% of the upholstery industry’s web traffic to its name, DFS worked with global eCommerce consultancy Salmon, a Wunderman Commerce company, to implement the new feature.
Social media use rockets to 58% of global population cementing its role as the place to engage consumers
Social media is now key to marketing Data suggests that as many as 58% of the world’s entire population now uses social media – that’s 4.62 billion people – up 10% on 2020. And this is profoundly impacting how brands and retailers have to engage their customers. So finds the Digital 2022 report, the latest annual study from - Hootsuite, a global leader in social media management, and We Are Social, a socially led creative agency.
EDITORIAL How B&Q, John Lewis and M&S are retooling their businesses for the digital-first shopper
Retailers are investing in the tools that will make it easier for digital shoppers to buy. Image: Vlad Kochelaevskiy/Shutterstock.com In today’s InternetRetailing newsletter we’re reporting on how retailers from B&Q to John Lewis and M&S are retooling their businesses for a future in which shoppers seem likely to be buying ever more online – indeed, moving to digital-first shopping.
Boohoo sees spike in returns amid international supply chain disruptions
Boohoo Group says the number of customers returning unwanted goods has increased over the past three months. This is expected to continue until the first half of the financial year 2023. The pureplay has also grappled with supply chain disruptions caused by the pandemic, meaning customers have had to wait longer for their deliveries - especially those shopping overseas.
CASE STUDY IKEA: friction and the customer experience
IKEA says that customers want more than just high value goods but also a smart design What do customers want? From IKEA, they want and expect more than just good-value goods and smart design. The retailer has made a virtue of delivering a customer experience with added ‘friction’ over the benefits some see in making retail as frictionless as possible.
How Burberry is supercharging its strategy to meet new consumer expectations
Download the full Global Luxury 2022 report to find out more Burberry is a stalwart of the luxury apparel market and has been one of the monobrands that was already well on its way with digital transformation before the pandemic. This has been accelerated by the pandemic and has generated growth across 2020, despite lockdowns. Sales in 2020 ended just 1.5% down on 2019 – a remarkable feat considering the 50% contraction of the whole luxury market over that period.
Move over Millennials: Gen Z are the dominant influencers of tomorrow - and this is what they like
Gen Z: young, gifted and vegan – and addicted to phones Addicted to their phones, demanding Wifi detox, teetotal, vegan and gluten free: meet Gen Z, your new customers. And what they want from retailers is changing and you need to know what the next generation of shoppers are going to want from you. Luckily, a study by KAM Media can help.
Online shift drives strong sales growth at John Lewis despite store closures; Waitrose sales fall slightly while pre-tax losses narrow
John Lewis has reported record sales in a year in which its stores were closed for 10 weeks and it had 16 fewer stores than before the Covid-19 pandemic started. That reflects the shift to online that means some 67% of sales were online in its latest financial year, with only 33% taking place in-store. That’s 25 percentage points (pp) ahead of the 42% of sales that took place online two years earlier, but 8pp lower than the 75% that were online a year earlier.
CloudBees: Embracing software for retail survival
This ebook produced by InternetRetailing in conjunction with CloudBees looks closely at how progressive delivery techniques, tied together with the rest of software development practices in digital transformation, can give retailers a permanent technological foundation to stay ahead of any future technological trends. We illustrate how digital leaders are reaping the benefits of new softwares to impress customers and product stakeholders.
How M&S has developed a customer experience that cross channels
M&S livestreamed shopping events feature pairs of presenters and let viewers buy what’s being demonstrated Download the RXUK Top500 2022 for further insight. The RXUK Top500 report 2022 tracks the performance of the UK’s leading ecommerce and multichannel retailers and brands, with a keen focus on how these sellers are changing the way they serve consumers against the backdrop of the pandemic.
How to Win With SMS Marketing in 2022
Over the course of the last year, brands all over the world have faced unprecedented changes to consumer behaviour and the eCommerce landscape. Shifting privacy regulations, the rising cost of customer acquisition, new consumer demands, and an increase in mobile shopping are requiring marketers to think differently.
3 Steps Businesses Can Take to Protect Themselves From Software Supply Chain Attacks
In August, the White House hosted a meeting with some of the most powerful CEOs in the world; from Apple to JPMorgan. The topic for discussion? The rampant scourge of software supply chain attacks, which has surged by a staggering 650% in 2021. By Nick Caley, VP of UK and Ireland, ForgeRock There is no doubt that protecting technology supply chains is now a hot-button issue for companies and governments alike.
3 Steps Businesses Can Take to Protect Themselves From Software Supply Chain Attacks
In August, the White House hosted a meeting with some of the most powerful CEOs in the world; from Apple to JPMorgan. The topic for discussion? The rampant scourge of software supply chain attacks, which has surged by a staggering 650% in 2021. By Nick Caley, VP of UK and Ireland, ForgeRock There is no doubt that protecting technology supply chains is now a hot-button issue for companies and governments alike.
UK Open Banking is at a crossroads
OpinionAlternative LendingDigital BankingSavings and Investment As Open Banking faces its biggest shakeup in years, what’s next after the OBIE, asks Nick Caley, VP of UK and Ireland at ForgeRock. Image source: Photo by Cherene Pearl from Pexels UK Open Banking is undergoing its biggest shakeup in years.
Why empathy is the missing ingredient in banks’ digital customer experiences
By Nick Caley, VP of UK & Ireland, at digital identity specialists ForgeRock Online banking has become an essential service during the pandemic, and banks have been scrambling to accelerate their digital transformation efforts to keep up with demand, relieve staff from overly complex processes and stand out from their competitors. A big focus has been on providing streamlined, personalised online experiences.
How retailers can fight back against bots - Latest Retail Technology News From Across The Globe - Charged
In 2020, the festive retail chaos started early – but it wasn’t the crowds of shoppers who were to blame. With people forced to stay at home because of lockdowns, demand for technology for both work and play has reached record levels – according to a recent Gartner report, PC shipments had its biggest growth since 2010. However, several high-profile tech launches have been marred by a growing threat: bots.
Pandemic-proofing digital experiences: A step-by-step guide for financial services firms
By Nick Caley, Vice President, UK & Ireland, ForgeRock The Covid-19 pandemic has led to an unprecedented acceleration in consumer behaviour changes, as individuals switched their day-to-day activities to online or mobile – many for the first time – in order to minimise in-person interactions. But Covid-19 has done more than just drive people online. It has persuaded them to stay there.
A digital pensions revolution and how the UK industry is working towards it
As consumer expectations around digital services increase, businesses across every sector are looking to meet a growing demand for better, and more user-friendly, applications of data. The Covid-19 pandemic has only accelerated this shift to digital as traditionally offline activities move online, and businesses are racing to stay ahead of both their customers and their competitors.
PSD2 in 2019: A year of yet more delays
By Nick Caley, vice president of financial services and regulatory, ForgeRock PSD2’s potential is still some way off Looking back on the last 12 months, the story of the second Payment Services Directive (PSD2) – the latest regulation from the EU designed to shake up the payments industry – is one of hopes, dreams, deadlines and – sadly – delays.
PSD2 security deadline extension is not a reason for further can kicking
Emea Content Editor, Computer Weekly The original deadline for PSD2 compliance quietly passed by at the weekend but it will be another 18 months before UK businesses meet the regulation’s rules on customer authentication. Nick Caley vice president of financial services and regulation at authentication technology supplier ForgeRock, provided his opinion on what the delay means to companies that must comply.
ICO mega-fines: European regulators are beginning to flex their GDPR muscles
Alarm bells should be ringing for all companies who do not safeguard consumers' data or are monetising it in ways their customers didn't consent to as EU regulators start to collaborate and ramp up enforcement.
Missed the June 14th PSD2 deadline? Here’s what you need to know
Missed the June 14th PSD2 deadline? Here’s what you need to know June 27, 2019 • EUROPE, Business & Economy, Politics & Policy By Nick Caley 14th June 2019 marked the last significant milestone for Europe’s second Payment Services Directive (PSD2) before it’s full-scale implementation in September. While the PSD2 implementation timeline has been known for years, the lack of response from banks and Account Servicing Payment Service Providers (ASPSPs) suggests that they are struggling to keep up.
The June 14th PSD2 deadline is upon us. Here’s what you need to know
The June 14th PSD2 deadline is upon us. Here’s what you need to know June 6, 2019 • EUROPE, FINANCIAL INDUSTRY, Banking & Insurance, Financial Regulation By Nick Caley With just days to go until the next major milestone for Europe’s second Payment Services Directive (PSD2) on June 14th, ForgeRock’s VP of Financial Services and Regulatory, Nick Caley, looks at how this deadline will impact banks, and what it says about the state of PSD2 implementation across Europe.
Missed the Latest PSD2 Deadline?
While most are aware of the upcoming September 14th deadline, which requires banks to have implemented dedicated APIs for third-party providers, the March deadline was much less well known, and many of the thousands of eligible banks in Europe will not have been compliant in time.
Why Banks Shouldn’t Take the 14th March Deadline Light
Less well known, however, is another more imminent deadline. The PSD2 regulation requires banks to implement facilities for these third parties to test their functionality against a simulated bank environment six months prior to the September deadline, which means that these environments must be in place by 14th March.
Navigating the Murky Waters of Data Policy Innovation in 2019 and Beyond
Tech-enabled social credit system with ‘trustworthiness points’? Check. Microscopically accurate personal location data? Check. Mass facial recognition in public spaces? Check. These are a mere snapshot of the thorny privacy issues which we are beginning to comprehend today. The thicket of problems which we will face tomorrow will be like unlike anything we have ever seen. From a regulatory perspective, there are no easy answers to who owns the data pervasively gathered through these technologies.
Google+ data 'breach': customer privacy now a business priority, not just a legal requirement
You can register for free here, for unlimited access to SC Magazine UK.
Open Banking a catalyst for innovation to the brave in banking
The Australian financial services sector is in the midst of the most dramatic period of change since the deregulation of banking in the 1980s. Revelations of malpractice and misconduct from the Royal Commission have thrust customer trust firmly into the limelight as a major issue. Add to the mix increased regulatory pressure and a fast-moving competitive environment, and we have all the ingredients for widespread disruption. How can banks successfully navigate their way through this change?
The IoT Opportunity: Caterpillar
Tom Bucklar, Director of IoT at Caterpillar, is using IoT-enabled solutions to create more value for his customers. While an industrial organization, Caterpillar looks to partner with a variety of industries to gain more consumer insights and solve their customers’ challenges. In this interview, Tom tells Hot Topics about the biggest opportunities of today enabled by connected technologies.
How Will the Cambridge Analytica Scandal Impact Open Banking
The Cambridge Analytica revelations have put the issue of data privacy front and centre in the minds of consumers, policy-makers and businesses. Facebook has taken up much of the media’s attention but with other recent and notable data breaches involving many millions of customer credentials, companies are being scrutinised for their data-handling practices like never before.
CASE STUDY Footasylum: focusing on its core customers
Footasylum has a customer-centric approach Footasylum takes a highly focused approach to its customers. Its ‘on-trend’ footwear ranges, sourced from both established and emerging suppliers, are firmly and predominantly aimed at 16 to 24-year-old shoppers. That’s a constituency the retailer targets both online and offline, from the student offers that are flagged across its website, to its blog, its stores, and beyond.
Sales up and profits down at Graze, following multichannel and US investments
Sales up and profits down at Graze, following multichannel and US investments Graze has reported rising sales but a drop in bottom-line profits, reflecting its investment in multichannel and its expansion into the United States. The multichannel health snack retailer, which started selling mostly online but since 2015 has expanded to supply its snacks to third-party stores around the UK, reported revenue of £75.8m in the year to February 28 2017, 8% up on the same time last year.
Show More
loading
Actions
Is this you?
As a journalist, you can create a free Muck Rack account to customize your profile, list your contact preferences, and upload a portfolio of your best work.Get in touch with Nick
Contact Nick, search articles and posts on X, monitor coverage, and track replies from one place.
Learn more about Muck Rack