Tom Schoen, president and CEO, BTM Global, explains how there is often a gap between what a retailer wants to know and what's truly important to operations and why analytics is critical to eliminating that gap.
Scott Voigt, co-founder and CEO, FullStory, offers up best practices to keep customer support quality high and costs low while delivering a great customer experience.
Mark Ryski, CEO and founder of HeadCount Corp., wonders why conversion rate optimization isn't a retail obsession given the difficult business conditions brick-and-mortar retailers are facing.
Jim Dicso, CEO of SundaySky, explores how retailers can personalize engagement in an entertaining, valuable and non-creepy way and create superior customer experiences.
Jeff Kagan wants Walmart and Walmart.com to be successful, but he believes the level of success will come from respect for the customer. The big question is this: Are they up to the task?
Alexander Shporer, project manager at starrdesign, explains why retailers need to create a distinct shopping experience where guests can see, touch and connect with products.
Chip Bell explains how products involved in an impulse buy usually have some "eye catching" feature and are smartly positioned where a roving eye cannot miss. Yet impulse service is not about easy as much as it is about emotional comfort.
Evan Magliocca, brand marketing manager at Baesman Insights & Marketing, explains why the in-store experience must be new, exciting and something nothing ever imagined in which product is secondary, but emotion, enjoyment, and exhilaration are integrated with brand culture and image.
For many analysts, observers and pundits, the Sears story serves as a kind of moral or object lesson to Amazon. But ICXA Managing Director Christopher Hall also see the Sears story as a fascinating reverse-parallel to what seems to be going on in a bigger-picture sense in retail today, with a bit of a twist.
Chris Petersen writes on how Amazon and Alibaba, two great disruptors of traditional bricks and mortar retail, are focused on creating new models that will serve the rising expectations of today's customers.
Eric Keating, vice president of marketing at Zaius, explains why ecommerce retail marketers should spend more time and resources turning existing customers into repeat buyers while simultaneously growing their overall customer base.
John Orr, senior vice president of retail at Ceridian, believes employees are at the core of delivering a good customer experience and achieving profitability success.
Uber and Amazon have bridged the gap between digital and physical experiences in a way that has reset consumer expectations for how they interact with all their favorite brands.
Jason Tan, CEO of Sift Science, explains what retailers need to keep an eye out for in the wake of the Equifax breach. Last year 48 percent of online businesses saw an increase in account takeover, according to a Sift Science Fraud-Fighting Trends report.
Jeff Kagan shares why retailers need to understand where their company fits into the changing marketplace as it's key to success or failure. There are only three places. Either lead, follow or get out of the way.
Paul Schlossberg, president DFW Consulting, talks automated retailing and why, despite challenges and failures, the concept just won't die.
Kibo CMO Tushar Patel outlines eight very avoidable, mistakes retailers make with regards to personalization.
Hopefully, Bodega's social media firestorm will help educate the automated retailing industry and the technology community about the need to be direct with the public on important forthcoming changes.
BookingBug CEO Glenn Shoosmith explains why retailers must have a 360-degree view of their customers and unify their communications. Customers are increasingly expecting to talk to companies across different channels, depending on their demographic.
Smart Traffik CEO Laurent Simonin explains why brands and retailers need to unify their departments to increase revenue through an improved customer experience. It is up to the retailers and brands to understand who their customers are, how to best-address their expectations, and to create brand awareness and engagement.