It's time to take chatbots out of the box

by Nilay Oza — CEO, Klevu

Nilay Oza, CEO of Klevu, reveals how conversational AI can help brands free their chatbots to initiate more human-like interactions and build more positive…

Why retailers must bridge digital, human engagement to meet customer expectations

Creating these personalized, seamless experiences across every channel is particularly important as today’s shoppers have more choices than ever.

Consumer satisfaction and the end of free returns

by Jorge Lopera — Vice President, Head of Global Strategy, FarEye

For retailers, the last mile has become an important extension of their brand. For logistics providers, fulfilling last-mile deliveries has become a…

The new brand loyalty: How CX value is becoming a powerful brand differentiator

by Elizabeth Tobey — Head of Marketing, NICE FluenCX, NICE

Today's customers are no longer blind brand loyalists, at least not in the ways we once defined loyalty. In fact, the very notion of brand loyalty is shifting.

2023 trends, technologies in CPG and retailing

by Parag Jain — Senior Vice President & Global Head of Sales Consumer, Retail & Logistic, Infosys

When consumer goods firms and retailers collaborate, they get better visibility into real-time POS data, enabling them to forecast demand, understand customer…

The marketer-consumer personalization disconnect

by Jon Reily — EVP Commerce & Loyalty, Bounteous

Not only do retailers and brand struggle to foster personalized experiences, they also struggle to understand customers well enough to know they’re missing the…

5 ways to reach, retain customers in a down economy

by Jason Davis — CEO and co-founder, Simon Data

The real challenge for retailers and brands is not necessarily reaching new audiences but retaining the audiences in play. It requires a holistic look at owned…

Customer communications present unique challenges for delivery services

by Jim Tyrrell — Vice President of Enterprise Product Management, TNS

In my prior column, we discussed the impact of eroding consumer trust in voice calling on retailers' ability to engage and connect with customers. When…

3 ways retailers can play offense with CX this year

by Jim Katzman — Principal, CX Strategy & Enablement, InMoment

The holidays are over, we are all breaking new year's resolutions — now it's time to get to work. And if you're reading this article, your work is likely…

How the pandemic altered consumer behavior and the impact on the retail supply chain

by Christian Piller — co-founder and Chief Commercial Officer, Pollen Returns

Retailers need to take a hard look at every aspect of their reverse logistics process and implement structural changes to see better outcomes.

Beyond the discount: 6 ways to evolve customer loyalty

Loyalty programs have become more intuitive and smarter that ever. Here are six ways brands can optimize their current loyalty initiatives.

Lessons from Nike’s Consumer Direct Acceleration program

by Susan Jeffers — CEO, XY Retail

Valuable insight on how Nike is driving its direct-to-consumer business and how other retailers can learn from the approach.

Why brands must double down on omnichannel marketing

by Sai Koppala

2023 looks to be the year that marketers must prioritize versatility above all else

Top CX mistakes brands need to remedy now

by Yaron Morgenstern — CEO, Gassbox

The customer experience is more important than ever so brands must keep these problem areas top of mind.

A look at retailer CX investments, improvements coming in 2023

by George Trantas — Senior Director, Global Marketplaces, Avalara

Changing consumer preferences and uncertain economic conditions are putting retailers on their heels, forging new challenges to meet consumer expectations.

Busting 4 myths about live commerce

by Zarnaz Arlia — manager, Emplifi

Live commerce, or live-stream shopping, has been around for some time. In China live stream shopping is a $600 billion market. Across the rest of the world the…

Enhancing operational excellence via tech to boost in-store CX

by Mike Debnar — Retail Solution Principal, Medallia

Technology can help retailers enhance in-store operations to drive the customer experience.

Taking retail AI to the next level

Retailers wanting to take full advantage of AI should be thinking beyond simple AI use cases in e-commerce.

The many reasons why customer needs, expectations are rapidly changing

The definition of a 'good customer experience' today is nowhere as simple or straightforward as it was just a few decades ago.

Why the retail return strategy requires a big focus

Retail winners in 2023 will be those who place the customer first.